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.

Job Duties and Responsibilities

RESPONSIBILITIES:

* Develop relationships with customers 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

* Identify and pursue new business opportunities and relationships within assigned target markets

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

* 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

* Maintain strong awareness of market trends, competitor activity, and emerging technologies in HVAC, Controls and Energy Management.

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

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

* Qualify and respond to all customer requests for quotes

* Answer customers' questions about services, prices, availability, or terms

* 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

* Regularly update all sales opportunities through the sales cycle on the platform opportunity tracking system

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

PREFERRED QUALIFICATIONS:

EDUCATION:

* 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

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

SKILL REQUIREMENTS:

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 technical findings to non-technical buyers

* Customer focus

* Communication proficiency

* Innovation

* Collaboration

* Financial management

* Presentation skills

* Attention to detail and ability to work independently

* Personal computer skills, strong typing ability, and knowledge of Microsoft Office

* Experience with Microsoft Dynamics 365 preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to conduct site visits in mechanical rooms, rooftops, and other equipment locations. May require climbing ladders, working in temperature extremes, and wearing PPE.

WORK ENVIRONMENT:

This job operates in both an office and a field environment. Must be able to sit and/or stand for extended periods of time

REASONABLE ACCOMMODATION:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job Duties, responsibilities, and activities may change at any time with or without notice…