Key Account Manager

About the role

The Key Account Manager serves as the executive owner for a portfolio of our largest and most complex commercial HVAC customers, with end-to-end accountability for retention, growth, and customer satisfaction. This strategic role orchestrates multi-site service delivery, capital projects and technology solutions; partners with executive sponsors on both sides to drive value; synthesizes customer insights to shape company offerings; and ensures alignment across Sales, Service, Operations and Product teams. The Key Account Manager focuses exclusively on top-tier customer relationships; new customer acquisition is handled by a separate Business Development team.

Responsibilities

• Lead development of deep relationships with top-tier customers that span multiple sites, ensuring alignment with corporate objectives across all stakeholders
• Lead identification and pursuit of transformational growth opportunities: enterprise service expansions, major equipment systems upgrades, new product lines, integrations, and multi-year partnerships
• Own and negotiate enterprise-level service agreements and renewals, setting pricing strategy and contractual terms to reflect complexity and scale
• Architect comprehensive solutions across service maintenance, capital projects, technology and energy optimization to deliver quantifiable customer value
• Manage multi-year T&M and strategic service contracts and champion annual pricing and scope increases at the enterprise level
• Integrate with customer operations to plan and implement large scale outages, retrofits and expansion projects across multiple sites
• Evangelize advanced products, services and technology platforms through thought leadership, executive alignment meetings and customer advisory boards
• Represent customer voice in product development and continuous improvement forums; drive alignment across Sales, Service, Engineering and other internal teams
• Provide executive briefings and strategic account reviews; oversee forecasting accuracy and resource allocation for your enterprise portfolio
• Mentor junior account management team members supporting your key customers and share best practices

Qualifications

Education: Bachelor's Degree in Business/Marketing/Engineering, or High School/Trade School Diploma (or GED/High School Equivalence Certificate) with 7+ years of commercial HVAC/controls service or sales experience.

Experience: 7-10+ years of experience in commercial HVAC, building services, or facilities management, with at least 5 years in an account management or technical sales role; significant experience managing strategic enterprise accounts. Proven ability to navigate complex multi-site relationships and lead end-to-end delivery, negotiate long-term, high-value agreements and drive growth across large, multifaceted customers. Experience in preparing complex service contracts, cost benefit analysis, negotiating multi-year agreements and pricing strategy required. Exposure to complex tasks within the job function; occasionally directed in several aspects of the work.

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

Physical demands and work environment

• Must be able to conduct site visits in mechanical rooms, rooftops, and other equipment locations
• May require climbing ladders, working in temperature extremes, and wearing PPE
• This job operates in both an office and a field environment
• Must be able to sit and/or stand for extended periods of time
• Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations