Account Manager

The Account Manager serves as the single point of ownership for an assigned portfolio of existing commercial HVAC customers, with full accountability for retention, growth, and overall customer satisfaction. This role manages the complete customer experience—from service contract renewals and capital project sales to coordinating service delivery and resolving operational issues. The Account Manager acts as both trusted business advisor and internal advocate, ensuring seamless coordination between sales, service operations, and project execution teams.

Success requires balancing revenue growth objectives with operational excellence and customer satisfaction. This role focuses exclusively on existing customer relationships; new customer acquisition is handled by a separate Business Development team.

Develop relationships with assigned customer s to increase revenue and profitability

Identify and pursue opportunities to upsell : service contract expansions, equipment additions, capital replacements, new lines of business (e.g., plumbing, controls, etc.) and service scope increases . Drive retention and growth by understanding customer business needs and helping them succeed

Manage preventive maintenance agreement renewals and contract negotiations with appropriate price escalations

Pursue and m anage annual and multi-year T&M contracts and pursue annual pricing increases

Identify and pursue equipment replacement opportunities through age analysis and failure trend tracking

Coordinate planned service outages and major repairs with facility managers

Maintain detailed knowledge of products and services to ensure they consistently meet customer needs

Communicate regularly with customers to ensure satisfaction and promote ongoing contract renewal

Advise internal teams on product and service improvements based on customer feedback

Provide sales quotes and respond to requests for proposals

Answer customers’ questions about services, prices, availability, or terms

Prepare service contracts, quote prices, credit terms, or other bid specifications using company practices

Emphasize service features based on analyses of customers’ needs and technical knowledge

Negotiate prices or terms of service agreements

Maintain customer records , pipeline and backlog , including regular use of customer and opportunity tracking systems to maintain accurate and timely data

Visit establishments to evaluate needs or promote service sales

Develop and deliver sales presentations; close sales

Participate in sales forecasting and planning meetings

Develop and maintain professional communications with all levels of staff and customers

Partner with business development to transition new customers to existing accounts

Bachelor’s Degree in Business/Marketing /Engineering , or

High School/Trade School Diploma (or GED/High School Equivalence Certificate) with 2-5 years of commercial HVAC/controls service or sales experience

3-5 years of experience in commercial HVAC, building services, or facilities management, with at least 2 years in account management or technical sales role. Experience managing service contracts and capital equipment sales required. Experience in preparing service contracts, cost estimates, and negotiating contract terms and price increases.

Exposure to complex tasks within the job function; occasionally directed in several aspects of the work

n/a

Understanding of commercial HVAC systems, controls, and building automation

Reading mechanical drawings and equipment schedules

Financial analysis skills (ROI, life cycle costing, energy savings calculations

Can interpret service reports and explain…