Service Account Manager

Marietta, GA, United States

Service Account Manager

Job Description:

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.

Your role will involve providing support to clients by assisting them with repairs, replacements, and estimating project pricing. Additionally, you will explore opportunities for cross-selling inside Maxair, such as in the areas of Controls and Plumbing. You will 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.

At Maxair, we believe that our customers' satisfaction is the goal of our work. We safely provide the highest quality products and services for a fair price. Our employees' personal happiness and job satisfaction are critical to our success, and we value our employees as professionals.

Responsibility

1. Client Relationship Management:

Establish and sustain solid, long-lasting client connections.

Serve as the client's primary point of contact for any inquiries, issues, and requests.

Understand clients' needs, goals, and challenges to provide tailored solutions.

2. Account Development:

Identify opportunities for cross-selling of services (Plumbing, Controls, etc.).

Collaborate with clients to develop strategic plans that align with their business objectives.

3. Communication:

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 in a timely manner on project status, deliverables, and timelines.

Set and maintain clear and deliverable dates.

Address any issues or concerns promptly and professionally.

4. Project Management:

Manage self-managed projects (under 80 hours of Service Technician work, single trade).

Monitor project progress and ensure timely delivery of services.

Provide regular and detailed updates on project status to customers.

Manage client expectations and scope changes to prevent misunderstandings.

5. Problem Resolution:

Identify and resolve client issues or complaints in a timely manner.

Collaborate with relevant teams to find solutions and prevent recurrence.

Ensure clients feel valued and supported throughout challenges.

6. Client Retention:

Drive renewal of existing maintenance agreements.

Proactively engage with clients to understand evolving needs.

Anticipate potential issues and address them preemptively.

Provide exceptional customer service to enhance loyalty.

7. Reporting and Analysis:

Maintain accurate records of client interactions, transactions, and communications.

Keep equipment records current and updated.

Ensure uniform Unit IDs across all records and customers.

Analyze data and metrics to track client performance and identify growth opportunities.

Provide Capital Budget annually for customer facility improvements.

8. Market Knowledge:

Stay updated on industry trends, competitors, and market conditions.

Use insights to provide valuable recommendations and insights to clients.

Inform customers of market trends and regulations impacting their facilities.

9. Negotiation and Contracts:

Negotiate terms, pricing, and contracts for Maintenance Agreement renewals.

Partner with Service Managers to ensure contract compliance.

Review contract Gross Margins with Service Managers.

Renegotiate contracts for increases if necessary.

Ensure contracts are accurately prepared and aligned with client needs.

10. Business Development:

Develop strategies to expand the client portfolio.

Increase current contracts with additional services.

Target customers with multiple facilities for expanded services.

Engage property management companies where we have tenant customers.

Reach out to neighboring businesses of existing clients.

Solicit recommendations and referrals from current clients.

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

Basis for Commission

Earned incentive is calculated based on the final Gross Margin of the individuals projects/repair once the project is complete and all invoices have been paid in full.

Commissions will be paid out quarterly.

The incentive calculation includes a three-tier formula to motivate maximum sales performance.

Position Type/Expected Hours of Work

This is a full-time position, and the typical hours of work and days are Monday through Friday, 8:00 a.m. to 5:00 p.m. However, adjustment to these hours are often required in order to meet the Client's needs.

Travel

This position requires up to 50% travel. Frequent travel is within the State of Georgia.

Maxair will offer a car allowance to all Account Managers who are required to drive to client locations on a regular basis as part of their tasks.

Maxair reserves the right to modify this document at any time. Maxair will seek to notify you of these changes by email and other appropriate means.