Service Account Manager

CareerPaths NW, LLC; Fife (WA); On-site; USD 65,000 - 90,000; Full time

Job summary

CareerPaths NW, LLC is seeking a Service Account Manager to strengthen and expand client relationships in the HVAC field. You will drive revenue growth, ensure high-quality service experiences, and manage renewals with data-driven insights.

Responsibilities include proactive customer communication, cost-reduction opportunity analysis, and promoting the full range of services. You will attend industry events and maintain organized client data to support sales activity.

Qualifications

• Minimum of two years of outside sales and customer service experience.
• Experience with mechanical systems or HVAC/plumbing preferred.
• College degree or technical certification preferred.
• Demonstrated ability to manage accounts and grow revenue.

Responsibilities

• Proactively communicate with customers to ensure high-quality service.
• Understand customer costs and identify cost-saving services.
• Maintain at least 94% retention with 35% margin or higher.
• Prepare and negotiate renewals based on data and client needs.
• Identify new growth opportunities within accounts.
• Promote and sell the full range of services.
• Collaborate with management to delegate repairs or projects.
• Attend industry events representing the company.
• Maintain accurate customer and site information in CRM.
• Contribute to on-going department reporting and meetings.

Skills

Outside sales

Customer service

HVAC knowledge

Sales proposals

Communication

Education

College degree or technical certification preferred

Tools

Word

Excel

Job description

Our client is a well-established commercial HVAC contracting company dedicated to delivering exceptional mechanical services to a diverse portfolio of clients. Known for their commitment to reliability, integrity, and customer satisfaction, they have built a strong reputation in the industry. They are currently seeking a motivated and experienced Service Account Manager to join their growing team. This role is pivotal in maintaining and expanding client relationships, driving revenue growth, and ensuring customers consistently receive a high-quality service experience.

Responsibilities

• Ensure customers receive proactive communication and a consistent, high-quality service experience.
• Understand and assess customers' overall cost of operations and identify how available services can reduce those costs.
• Maintain a customer retention base of at least 94% at a 35% executed margin or higher.
• Prepare and negotiate agreement renewals based on historical data and individual client needs.
• Identify new opportunities for growth within assigned accounts.
• Promote and sell the full range of services offered by the organization.
• Collaborate with management to delegate repair or project opportunities as required.
• Act in a "responsible charge" role with both internal and external customers.
• Participate in department meetings and submit required reports (e.g., expense reports, sales reports, working agreements) in a timely manner.
• Correspond with clients on behalf of other Sales Personnel when needed.
• Attend industry events representing the company with integrity and advocacy, including active participation in organizations such as BOMA, KCDA, WSSHE, IFMA, MCA, MSCA, and others.
• Contribute positively to core company values of Reliability, Advocacy, Collaboration, Integrity, and Safety.
• Understand, accept, and support the company's Mission Statement, Operating Guidelines, Operational Beliefs, and Customer Commitment.
• Assist with the contract renewal process, following established workflow procedures.
• Update and maintain all customer and site information as requested by Account Executives or technicians.
• Update all sales proposals and marketing materials using Word and Excel templates.
• Maintain an organized and up-to-date filing system in company software for all customer accounts.
• Contribute to the On-Call Rotation schedule as required.

Qualifications

• Demonstrated interest in, practical understanding of, or ability to learn mechanical systems, the service industry, and customer service principles.
• Minimum of two (2) years of experience with mechanical systems and/or field experience in HVAC/plumbing systems (preferred).
• College degree or technical certification preferred.
• Minimum of two (2) years of outside sales and customer service experience.