Service Account Manager

Service Account Manager Position Responsibilities:

The Service Account Manager is responsible for managing DAC`s relationships with our customers. Manages a portfolio of customers, service contracts, and is responsible for profit and loss. Leads the delivery of service agreements, ensures financial performance, contractual obligations, and customer satisfaction by working directly with the customer to develop trusted-advisor relationships and recommend services and solutions. Manages a portfolio of assigned service contract customers as well as assigned non-contract customers. Build and maintains strong customer relationships, yielding knowledge and understanding of specific customer needs, expectations, infrastructure strategy and business objectives. Drives the delivery of service contracts, ensuring contractual obligations are met, deliverables are on time and within budget, job costs are reduced, and financial performance objectives are met as directed by the Service Operations Manager. Performs regular audits on all service contracts. Works directly with the customer to achieve customer satisfaction through development of trusted-advisor relationships. Implements and manages a customer success plan (CSP), identifies opportunities to grow the Company service contract base through proposal of additional services to existing customers, conducts regular customer site visits, demonstrates industry knowledge, and maintains a professional image when meeting with clients. Reports results of customer success plan to DAC Service and Operations management to drive a system of continuous improvement of the delivery of services. Generates a variety of reports, operational reviews, customer success plans, financial statuses, task completion schedules, commissioning and retro-commissioning reviews, and deficiency logs to distribute to clients. Provides quotes and service proposals to clients for time and material work, parts, repairs, upgrades, replacements, etc. Assists Sales with contract renewals, contract additions and technical proposals. Updates and maintains customer relationship management system (CRM) including detailed customer information such as organizational charts, political roadmaps, customer success plans, understanding of customer-specific fiscal requirements and billing procedures, key contacts, technical infrastructure matrices, building and system documentation, warranties, task planning and contract execution statuses. Schedules facetime with and follows up on all assigned customers. Meets monthly to discuss expiring contracts, review service program and upcoming preventative maintenance (PM) visits. Attends regular client meetings to review the current status of accounts. Participate in the development of a master schedule to deliver service for all customers in the service area. Assists with collection of funds for past due service contract accounts. Provides administrative and service coordination overflow support when needed. Accurately and in a timely manner, reviews service contract workorders and verifying work is completed. Reviews time and material workorders for accurate billing. Works with Departmental Service Managers to ensure Technicians are meeting customers’ safety guidelines and enabling remote access forms Analyzes and mitigates risk.

Service Account Manager Qualifications:

High School Diploma Required Bachelor’s degree in Technical or Business fields are preferred. Five (5) years of General, Specialty or Service sales, operations Experience in the construction environment Building Automation, Security and/or Mechanical areas Excellent written and verbal communication Must understand general aspects of contract law, taxes, and construction contracts. Must understand the current and future capabilities of the service being provided and maintained by the company, and customers being served. Must be well-organized and analytical with strong problem-solving skills. Strategic thinker with good attention to detail and able to work in a fast-paced environment where time management and the ability to prioritize are essential Must have the ability to quickly adapt to company business models and develop results-driven processes and procedures that create efficiency. The ability to prepare and deliver compelling sales presentations. Successful with consultative selling, account planning, and relationship building Team oriented, but comfortable working independently