Service Account Manager

Karachaganak Petroleum Operating B.V. (KPO); Marietta (GA); On-site; USD 60,000 - 80,000; Full time

Job summary

Karachaganak Petroleum Operating B.V. (KPO) in Marietta, Georgia is looking for a Service Account Manager who will oversee client relationships and ensure their requirements are met. This role is critical for driving the renewal of maintenance agreements and obtaining a high client satisfaction rate.

The successful candidate will be responsible for project management, problem resolution, and understanding client needs while identifying new business opportunities.

Qualifications

• Proficiency in communication and exceptional organizational skills.
• Ability to generate opportunities for sales through effective client interaction.
• Experience with project management and client retention strategies.

Responsibilities

• Oversee and cultivate client relationships to ensure their needs are met.
• Provide support and assist clients with repairs and project pricing.
• Drive renewal of existing maintenance agreements and client loyalty.

Skills

Client relationship management

Communication

Project management

Problem resolution

Negotiation

Market knowledge

Job description

Overview

The Service Account Manager will have the responsibility of overseeing and cultivating client relationships. Your role will be to function as an intermediary between Maxair and its Customers, ensuring that their requirements are met, any issues are addressed, and a high rate of renewal for both existing and future maintenance agreements is attained.

Responsibilities

• Provide support to clients by assisting them with repairs, replacements, and estimating project pricing. Additionally, explore opportunities for cross-selling inside Maxair, such as in the areas of Controls and Plumbing. Create strategies to enhance client contentment and cooperate with internal divisions to fulfill client expectations. Proficiency in communication, exceptional organizational skills, and a comprehensive understanding of the company\'s services are essential for achieving success in this role.
• Establish and sustain solid, long-lasting client connections; serve as the client\'s primary point of contact for inquiries, issues, and requests; understand clients’ needs, goals, and challenges to provide tailored solutions.
• Identify opportunities for cross-selling of services (Plumbing, Controls, etc.); collaborate with clients to develop strategic plans that align with their business objectives.
• Willingness and ability to generate opportunities to promote and sell all services on the phone and face to face; effectively communicate with clients to ensure clear understanding of expectations; provide regular updates on project status, deliverables, and timelines; set and maintain clear and deliverable dates; address any issues or concerns promptly and professionally.
• Project Management: Self-managed projects will be repairs or replacements that are under 80 hours of strict Service Technician work and do not involve another trade; repairs and replacements that take over 80 hours or involve another trade will be handed to Project Operations to manage; monitor project progress and ensure timely delivery of services; provide customers with regular and detailed updates on status of all projects; manage client expectations and scope changes to prevent misunderstandings.
• Problem Resolution: Identify and resolve client issues or complaints in a timely manner; work with relevant teams to find solutions and prevent recurrence of problems; ensure clients feel valued and supported throughout challenges.
• Client Retention: Drive renewal of existing maintenance agreements; proactively engage with clients to understand evolving needs; anticipate potential issues and address them before they impact the client relationship; provide exceptional customer service to enhance client loyalty and retention.
• Reporting And Analysis: Maintain accurate records of client interactions, transactions, and communications; analyze data and metrics to track client performance and identify growth opportunities; provide capital budget annually to customer for improvements to their facilities. Includes units that have been replaced and unit IDs that are uniform across our records and the customers.
• Market Knowledge: Stay updated on industry trends, competitors, and market conditions to ensure our pricing is in line with current market trends; use market insights to provide valuable recommendations and insights to clients; keep customers informed of current market trends and industry regulations that influence their facilities so they can make proactive decisions.
• Negotiation And Contracts: Negotiate terms, pricing, and contracts for Maintenance Agreement renewals; partner with Service Managers to ensure contract terms are being met; renegotiate contract for increases if needed; review contract gross margins with Service Managers; increase contract renewals from 1-year to 3-years where appropriate; ensure contracts are accurately prepared and aligned with client needs.
• Business Development: Develop and implement strategies to expand the client portfolio; increase current contracts with additional services; add more facilities with customers who have multiple facilities; engage with property management company where we have a tenant as a customer; reach out to neighboring businesses; ask our clients for recommendations and referrals to other businesses.

Compensation

• Base Salary: Base salary is administered through a merit increase program with significant focus on achieving yearly performance goals, enhancing account growth and expansion, capital planning, maintaining client loyalty, and optimizing long-term performance factors.
• Commission: Employees will be paid commissions as defined below for closing sales on behalf of Maxair.
• Eligible Sales: An eligible sale will be a proposal signed by an authorized representative of the customer’s organization or a purchase order (P.O.) signed and approved by Maxair.