Account Manager

About the role

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.

Responsibilities

• Develop relationships with assigned 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
• Manage preventive maintenance agreement renewals and contract negotiations with appropriate price escalations
• Pursue and manage 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

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

Certificates, Licenses, Registrations: n/a

Skills

• 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

Pay

Salary Range: $75,000 - $85,000