Account Manager

JOB DATA 

 

JOB TITLE: Account Manager 

DATE: 10.24.25 

BUSINESS UNIT and/or DEPARTMENT:  Sales 

SALARY GRADE:  TBD Overtime Eligibility:  Exempt 

REPORTING RELATIONSHIPS 

 

Reports To:  General Manager, Service Manager, or Sales Manager 

Direct Reports: n/a 

 

JOB SUMMARY: 

The Account Manager serves as the single point of ownership for an assigned portfolio of existing commercial HVAC customers, with full accountability for retention, growth, and overall customer satisfaction. This role manages the complete customer experience—from service contract renewals and capital project sales to coordinating service delivery and resolving operational issues. The Account Manager acts as both trusted business advisor and internal advocate, ensuring seamless coordination between sales, service operations, and project execution teams. Success requires balancing revenue growth objectives with operational excellence and customer satisfaction. This role focuses exclusively on existing customer relationships; new customer acquisition is handled by a separate Business Development team. 

 

RESPONSIBILITIES: 

• Develop relationships with assigned customers to increase revenue and profitability 

• Identify and pursue opportunities to upsell: service contract expansions, equipment additions, capital replacements, new lines of business (e.g., plumbing, controls, etc.) and service scope increases. Drive retention and growth by understanding customer business needs and helping them succeed 

• Manage preventive maintenance agreement renewals and contract negotiations with appropriate price escalations 

• Pursue and manage annual and multi-year T&M contracts and pursue annual pricing increases 

• Identify and pursue equipment replacement opportunities through age analysis and failure trend tracking 

• Coordinate planned service outages and major repairs with facility managers 

• Maintain detailed knowledge of products and services to ensure they consistently meet customer needs 

• Communicate regularly with customers to ensure satisfaction and promote ongoing contract renewal 

• Advise internal teams on product and service improvements based on customer feedback 

• Provide sales quotes and respond to requests for proposals 

• Answer customers’ questions about services, prices, availability, or terms 

• Prepare service contracts, quote prices, credit terms, or other bid specifications using company practices 

• Emphasize service features based on analyses of customers’ needs and technical knowledge 

• Negotiate prices or terms of service agreements 

• Maintain customer records, pipeline and backlog, including regula