Client Account Manager

About the role

We are a leading provider of commercial kitchen exhaust and fire safety services across New York City, Long Island, and Westchester. We take pride in delivering high-quality service, maintaining long-term client relationships, and upholding the highest safety standards.

Responsibilities

• Serve as the main point of contact for ongoing clients.
• Conduct regular check-ins to ensure service quality.
• Understand client needs, preferences, and long-term goals.
• Manage service contracts (renewals, upsells, scope changes).
• Ensure service levels (SLAs) are met.
• Handle billing questions or escalations.
• Identify opportunities for additional services or upgrades.
• Prepare proposals or quotes for expanded work.
• Coordinate with sales teams for new business.
• Work with schedulers/operations to ensure clients receive services as promised.
• Communicate client-specific instructions or requirements to the service team.
• Escalate issues internally (quality concerns, repeated failures, etc.).
• Handle customer complaints or escalations professionally.
• Develop plans to improve service delivery for high-value clients.
• Maintain client satisfaction and retention.
• Provide clients with service reports, performance metrics, or project status updates.
• Track account health and forecast revenue.

Requirements

• Bachelor's degree in Business, Sales or related field
• Strong verbal and written communications skills
• Excellent listening, negotiation, and presentation abilities
• Familiarity with CRM software preferred
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Some travel required for this role

Benefits

• Commuter assistance
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance