Account Manager

Job Description

Job Description

Salary: 50000.00

Job Title: Account Manager Emergency Services

Department: National Accounts

Location: Company HQ

Reports to: VP of Production Operations

Job Type: Full-Time

Job Summary:

The Account Manager is responsible for managing and maintaining key managed client accounts within the emergency services sector. This role focuses on building strategic relationships, driving business growth, and ensuring high levels of client satisfaction and retention. The ideal candidate will have extensive experience in sales and account management, particularly within emergency or restoration services, and a proven ability to work with multiple stakeholders to deliver customized solutions.

Key Responsibilities:

1. Account Management and Growth

• Serve as the primary point of contact and build long-term relationships with customers for assigned national accounts in the emergency services sector.
• Develop and execute account strategies to retain and grow revenue, increase customer loyalty, as we expand account portfolios.
• Develop a trusted advisor relationship with key accounts, customer stakeholders, and executive sponsors.
• Responsible for working with the Sales team to onboard and integrate new clients and develop existing client relationships.
• Create Standard Operating Procedures for each new MSA account.
• Liaise between the customer and internal teams.

1. Client Relationship Development

• Establish strong, trusted relationships with key decision-makers within client organizations, acting as a consultant to address their emergency services and restoration needs.
• Understand each clients unique challenges, objectives, and industry-specific requirements to provide tailored solutions.
• Ensure timely and proactive communication, addressing any client concerns, feedback, or escalations.
• Help customers through email, phone, online presentations, screen-share, and in-person meetings.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Email daily updates to active jobs.

1. Business Development and Retention

• Collaborate with internal teams (Operations, Production, Office, Business development) and external teams (Joint participating franchises) to develop communications, reports, andinvoices, and deliver services that align with client expectations and company capabilities.
• Maintain relationships between large business development partners and key associations.
• Engagement in one-to-one relationships and establishment of brand awareness.

• Provide Priority Response for large commercial businesses whether using internal production or external joint participating franchises.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Establish lead qualification for potential commercial projects.
• Provide and execute storm responses for commercial clients.

• Utilize contact record management (CRM) management system to document client & franchise community engagements.
• Assist with program implementation for all new commercial clients.
• Maximize account opportunities (leads, jobs, and revenue) by commercial clients.
• Communicate activities and results to commercial clients.

1. Contract Compliance

• Monitor contract compliance, ensuring adherence to master service agreements (MSAs), project timelines, and budgets.
• Coordinate with the business development team to manage contract renewals, amendments, and any necessary changes based on client needs.

1. Reporting and Analysis

• Provide regular reporting on account performance, revenue metrics, and strategic insights to senior leadership.
• Clearly communicate the progress of daily/monthly/quarterly initiatives to internal and external stakeholders.

• Monitor and analyze customer's usage of products. (ie. Labor, equipment, consumables, sub-contract, Misc.)

1. Collaboration and Cross-functional Coordination

• Work closely with the Operations and Field Service teams to ensure timely and efficient delivery of services and support to clients.
• Coordinate with the marketing team to develop tailored materials, presentations, and campaigns for each client.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; andparticipating in professional organizations.
• Enhance thedepartment and organization's reputation by accepting ownership for accomplishing new and different requests; andexploring opportunities to add value to job accomplishments.

Qualifications:

• Education: Sales, Marketing, or a related field; relevant experience may substitute for education.
• Experience: 5+ years of account management or sales experience in emergency services, restoration, insurance, or related fields. National or multi-state account management experience is preferred.
• Proven account management or other relevant experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions based on customer needs
• Proven ability to manage multiple projects at a time while paying strict attention to detail
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communication skills
• Self-motivated and able to thrive in a results-driven environment
• Natural relationship builder with integrity, reliability, and maturity
• Ability to prioritize among competing tasks
• Critical thinking and problem-solving skills
• Excellent time and project management skills, and a commitment to improving inefficient processes
• Keen attention to detail and adherence to deadlines

Skills:

• Strong relationship management skills.
• Exceptional verbal and written communication skills, with the ability to influence and persuade.
• Analytical and detail-oriented, capable of managing complex accounts and contract compliance.
• Proficient in CRM software (e.g., Dash) and Microsoft Office Suite (Excel, Word, PowerPoint), and time and materials software.

Competencies:

• Client-Focused: Ability to build and maintain client relationships, with a commitment to understanding and addressing their unique needs.
• Strategic Thinking: Skilled at developing and implementing strategies to grow accounts and meet revenue goals.
• Problem Solving: Able to analyze complex issues and develop effective, scalable solutions.
• Adaptable: Comfortable with a fast-paced, ever-changing environment and able to manage multiple priorities effectively.
• Collaborative: Works well across departments and with a variety of stakeholders, both internally and externally.
• Teamwork: Foster strong internal and external relationships and work collectively ensuring high client satisfaction and long-term partnership growth.
• Planning: Anticipate client needs, identify potential obstacles, and allocate resources to ensure timely project delivery
• Relationship building: Establish trust and rapport with clients to foster long-term partnerships.
• Interpersonal skills: Navigate client needs, adapt communication styles, and manage feedback constructively, ensuring smooth and productive exchanges that lead to successful outcomes and satisfied clients.
• Initiative: Taking action without waiting for direction, continuously exploring new strategies and solutions that add value, ensuring the account remains dynamic and responsive to client and market demand.
• Customer focus: Understanding and prioritizing client needs to deliver tailored solutions and exceptional service, actively listening, providing prompt responses, and aligning services with the clients goals.
• Focus on excellence: Attention to detail, a commitment to best practices, and a proactive approach to identifying and implementing improvements.
• Management of multiple projects: overseeing various projects simultaneously, prioritizing tasks, coordinating resources, and balancing competing demands while maintaining high service standards.
• Attention to detail: From reviewing contracts and project requirements to tracking deliverables and communications, a keen eye for detail helps avoid errors, maintain compliance, and uphold professional standards.

Working Conditions:

• Some travel to client locations across the country is required (approximately 10-20% of the time).
• Must be available for occasional after-hours communication, as needed, based on client emergencies, active jobs, or urgent issues.

Compensation:

• Competitive base salary with performance-based incentives.
• Comprehensive benefits package including health, dental, vision, and retirement options.
• Vacation days