Sr. Account Manager

Senior Account Manager

The Senior Account Manager serves as the single point of ownership for a portfolio of high-value, complex commercial HVAC customers, with full accountability for retention, growth, and overall customer satisfaction. This senior role orchestrates the complete customer experience—from service contract renewals and large capital project sales to coordinating service delivery across multiple teams and resolving intricate operational issues. The Senior Account Manager acts as a trusted business advisor and internal advocate, aligning executive stakeholders and ensuring seamless coordination between sales, service operations, project execution teams, and other functional areas.

Success requires sophisticated solution selling, deep industry knowledge, and the ability to navigate complexity while 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.

Responsibilities:

• Lead and deepen relationships with large, strategic customers to maximize revenue and long-term profitability
• Identify and lead pursuit of high-value upsell opportunities: service contract expansions, equipment additions, capital replacements, new lines of business, and expanded service scope. Drive retention and growth by understanding complex customer operations and helping them succeed
• Oversee and negotiate preventive maintenance agreement renewals and complex contract negotiations with significant price escalations
• Drive and manage annual and multi-year T&M contracts and implement strategic annual pricing increases
• Strategically identify and pursue equipment replacement opportunities through comprehensive age analysis and failure trend tracking
• Coordinate planned service outages and major repairs with executive-level facility stakeholders across multiple sites
• Maintain expert knowledge of products and services to ensure they consistently meet the sophisticated needs of large-scale customers
• Communicate proactively and regularly with senior customer stakeholders to ensure satisfaction and promote long-term contract renewals
• Advise and influence internal teams on product and service improvements based on complex customer feedback
• Develop comprehensive sales proposals and respond to complex RFPs
• Address customers' sophisticated questions about services, pricing, availability, or terms
• Draft and oversee preparation of complex service contracts, pricing, credit terms, or other bid specifications following company standards
• Emphasize service features tailored to customers' complex needs using deep technical knowledge
• Negotiate complex prices or terms of multi-year service agreements
• Maintain and analyze customer records, pipeline and backlog using advanced CRM and analytics tools to ensure accurate data for strategic decisions
• Engage in executive-level site visits to assess needs and promote high-value service sales
• Develop and deliver strategic sales presentations for senior stakeholders; close high-value deals
• Lead participation in sales forecasting and strategic planning meetings
• Develop and maintain professional communications with all levels of staff and senior customer contacts
• Partner closely with business development to transition and integrate new customers into larger account programs

Minimum and/or preferred qualifications:

Education:

• Bachelor's Degree in Business/Marketing /Engineering, or
• High School/Trade School Diploma (or GED/High School Equivalence Certificate) with 5+ years of commercial HVAC/controls service or sales experience

Experience:

• 5+ years of experience in commercial HVAC, building services, or facilities management, with at…