Data Center Account Manager

Description:

The Data Center Account Manager is responsible for the overall financial health, margin performance, growth, and client satisfaction across a set of strategic accounts within the mission-critical data center environment. This role serves as the primary liaison between the customer and our internal teams (Engineering, Finance, Service, and Sales), ensuring successful sales, delivery, and ongoing support for our specialized HVAC and cooling solutions.

The Account Manager handles commercial coordination and customer communication but does not oversee daily project execution. Success in this role requires a solid technical understanding of data center HVAC systems to manage scope, risk, and customer expectations, along with strong commercial judgment, disciplined follow-through, and excellent customer service skills.

Account ownership is limited to existing strategic customers; growth is achieved through expansion of equipment, service, and parts opportunities within those accounts.

SERVICE SALES AND BUSINESS DEVELOPMENT

Quoting and Proposal Generation

Prepare and deliver accurate, detailed, and compelling commercial quotes and technical proposals for HVAC projects, service contracts, and solution upgrades.

Order Booking and CRM Management

Own the full sales lifecycle-from initial opportunity identification through order booking-ensuring all activities, documentation, and forecasts are accurately tracked in the FieldPoint CRM system.

Internal Account Ownership

Serve as the primary service owner for assigned accounts, acting as the central authority for account knowledge, commercial terms, and revenue expectations.

FINANCIAL AND CONTRACT MANAGEMENT

Contract Review and Negotiation

Review and negotiate client parts and service contracts, including terms and conditions, to ensure compliance with company standards, risk management policies and profitability objectives.

Invoice and Financial Oversight

Oversee the financial lifecycle of projects, including oversight of accurate invoicing and performing comprehensive financial reviews from project initiation through a closing, ensuring positive cash flow and margin protection.

Standard Account Report Card

Develop and maintain a standard KPI “Report Card” for assigned accounts, tracking metrics such as sales growth, profitability, project completion performance, and customer satisfaction.

CUSTOMER RELATIONSHIP AND ISSUE COORDINATION Customer Requirements Management Proactively engage customers to understand evolving data center cooling requirements. Lead customer meetings, technical discussions, and on-site visits to capture both explicit and implicit requirements. Escalation Management Act as the primary point of contact for high-priority service, quality, or sales escalations. Drive rapid internal alignment across Sales, Customer Service, Operations, and Engineering to achieve timely and effective resolution.

Major Issue Resolution Lead resolution of complex technical or operational issues by coordinating internal engineering and service resources to deliver sustainable, long-term solutions (e.g., fan performance or fluid mechanics challenges)
QUALITY AND PERFORMANCE ACCOUNTABILITY

• Monitor all reported customer quality and performance issues for assigned accounts.
• Track customer incident reports and recurring deficiencies.
• Escalate quality and performance concerns to Operations, Engineering, Service, or Leadership as appropriate.
• Ensure all customer issues are acknowledged, documented, tracked, and closed in a timely manner.

OPERATING CADENCE AND PERIODIC REVIEWS

The Account Manager is the primary champion for both the customer experience and the financial health of assigned accounts.

• Customer Scorecard Management: Review customer grading scorecards to identify trends, risks, and improvement opportunities.
• Customer Responsiveness: Ensure same-day response to all customer emails and inquiries.
• Financial Health Review: Conduct daily financial reviews of active projects and overall account performance.
• Hot List Escalation Review: Track and drive resolution of all items on the Customer Hot List.
• Daily Project Issue Review: Monitor jobsite issues via tracking platforms (e.g., BIM
  360, CxAlloy, Autodesk)

ROLE BOUNDARIES

The Account Manager does not oversee daily execution, scheduling, field labor, engineering design, customer incident report coordination, or service dispatch activities. While the Account Manager might suggest commercial actions, they do not unilaterally commit the company to pricing concessions, credits, or schedule adjustments without proper leadership approval.

REQUIRED SKILLS/ABILITIES:

• Working knowledge of commercial HVAC service operations and general understanding of data center HVAC systems (CRAHs, AHUs, chillers, controls), preferably in mission-critical environments.
• Strong written and verbal communication skills, including the ability to document issues, summarize discussions, and communicate clearly with customers and internal teams.
• Solid organizational,…