Account Program Manager

About the role

The Account Program Manager is responsible for overseeing and managing day-to-day customer experience and interactions. This role ensures that customer satisfaction and engagement are maintained at high levels, and that all customer-related processes and interactions are executed efficiently and effectively.

Responsibilities

• Pays daily/weekly direction to Program Specialist(s)
• Establishes and builds relationships with key customer contacts and decision-makers
• Acts as the primary point of contact for customers, addressing and resolving any issues or concerns in a timely manner
• Develops and implements customer experience strategies to enhance customer engagement and satisfaction
• Maintains and analyzes customer feedback and data to identify areas for improvement
• Collaborates with internal teams to ensure customer needs are met and exceeded
• Provides regular updates and reports on customer experience metrics and performance
• Identifies and acts on new opportunities to improve customer experience and engagement
• Ensures compliance with all relevant policies, procedures, and regulations
• Ensures proactive communication and customer satisfaction with current service offerings
• Supports Strategic Account Managers (SAMs) with strategic growth areas
• Manages Billing/AR systematically
• Ensures adherence to preventative maintenance schedules
• Conducts monthly tactical meetings with customers to discuss open work orders, quotes, and other relevant topics
• Completes assigned tasks in a safe, accurate, thorough, and alert manner

Requirements

• Excellent communication and presentation skills
• Proficient in Microsoft Office including advanced skills in Excel (Pivot tables, Vlookup, Macros, If Statements, Formulas)
• Strong leadership and influencing skills
• Ability to develop and maintain strong customer relationships
• Ability to operate with a high degree of autonomy and professionalism
• Ability to coordinate, contribute to and work within a cross-functional team
• Ability to thrive in a dynamic and fast-paced environment
• Demonstrate strong customer service skills and ability to proactively address customer issues and concerns
• Organize and prioritize work schedules to meet deadlines and business needs
• Must possess the ability to take initiative to complete assignments and job responsibilities with minimal supervision

Qualifications

• Bachelor’s degree in business, marketing or related field preferred
• High School diploma plus 3-5 years of Customer Service and/or supervisory experience leading a customer facing team
• Previous experience in HVAC Industry or other service business preferred

Skills

• Exceptional attention to detail and excellent organizational skills
• Continuous ability to work in office environment
• Continuous ability to operate a computer and other office productivity machinery, such as a copy machine, telephone, and computer printer
• Continuous ability to sit at a computer for up to 8 hours
• Able to alternate between sitting and standing, as needed throughout the day
• Able to occasionally lift up to 15 lbs.
• Continuous requires vision, hearing, twisting, and talking
• Able to occasionally walk, lift, carry, reach, kneel, push/pull, bend, and crouch
• Rarely requires climbing

Benefits

• USD $60,000.00/Yr. USD $80,000.00/Yr.
• Paid Training & Ongoing Development
• Top-Tier Health Insurance
• Dental & Vision Coverage
• Supplemental Insurance Options
• FREE Life Insurance
• 401(k) Retirement Plan
• Generous Time Off

Pay

• USD $60,000.00/Yr. USD $80,000.00/Yr.

Schedule

• Continuous ability to work in office environment