Account Executive

The Account Manager – Residential, HOA, and Commercial Accounts serves as the liaison between EPM and its residential, HOA, and commercial clients, ensuring outstanding customer service and client satisfaction and driving business growth. They are the primary point of contact for clients, understanding their needs, and aligning our services to meet those needs effectively. Their duties include client relationship management, book of business management, new customer onboarding, meeting a monthly sales quota, problem solving and conflict resolution, market and industry knowledge, scheduling and coordination, payment processing, and service notifications.

• Client Relationship Management:
  Build and maintain strong, long-lasting relationships with residential, HOA, and commercial clients. Act as the main point of contact for client inquiries, requests, and escalations. Understand clients' goals, challenges, and business objectives to provide tailored solutions.
• Book of Business Management:
  Manage a portfolio of client accounts with a total book of business ranging from $900K- $1.25M Develop strategies to grow revenue within existing accounts and meet or exceed assigned sales targets. Regularly review account performance and identify opportunities to maximize revenue and profitability.
• New Customer Onboarding:
  Lead the new customer onboarding process, ensuring a seamless transition from technician visit to account management. Provide guidance and support to new clients, helping them navigate our services effectively.
• Monthly Sales Quota:
  Meet or exceed monthly sales quotas for upselling additional products or services to existing clients. Identify upselling opportunities based on client needs and usage patterns.
• Problem Solving and Conflict Resolution:
  Address client concerns or complaints in a timely and professional manner. Collaborate with internal teams to resolve issues. Troubleshoot with field team in real time to ensure success of service completion Proactively identify potential issues and develop mitigation strategies to prevent client dissatisfaction.
• Market and Industry Knowledge:
  Stay informed about industry trends, market developments, and competitor activities. Leverage market insights to identify new opportunities for client engagement and business expansion. Share industry knowledge and best practices with clients to add value to the relationship.
• Scheduling and Coordination:
  Coordinate appointments and services for residential single-family home clients, HOA/Condo customers, and commercial accounts. Maintain and update customer account information, including credit cards, service setups, and service notes. Optimize technician routes to ensure efficiency and maximize productivity.
• Payment Processing:
  Manage and process payments for all account types. Handle declined credit cards and follow up until resolved. Ensure accounts remain off the receivables list.
• Service Notifications:
  Send service reminders and updates. Regularly communicate with customers via email regarding service updates, reminders, and other relevant information.

• Strong organizational skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to multitask and manage time effectively.
• Proficiency with scheduling software and customer management systems.
• Sales skills for identifying and pursuing upselling opportunities.
• Customer service skills to ensure client satisfaction and address concerns promptly.
• Ability to remain calm, empathetic, and solution-oriented in resolving concerns and maintaining positive customer relationships.
• Bachelor’s or associate degree strongly preferred; applicable experience may be substituted.

Sitting, viewing a computer monitor, and typing on keyboard for several consecutive hours. Listening and talking on phone. Position is in-office with occasional opportunity to work from home in accordance with the office flex policy. Occasional interaction with customers who may be upset or frustrated.

Equal Opportunity Employer M/F/D/V