Service Account Manager

4 weeks ago


Fort Lauderdale, Florida, United States Lennox National Account Services Full time
Job Title: Service Account Manager

Lennox National Account Services (NAS) is a leading provider of commercial heating, ventilation, and air conditioning (HVAC) maintenance and service solutions. We are seeking a highly skilled Service Account Manager to join our team.

About the Role:

The Service Account Manager will be responsible for fostering strong relationships with clients, understanding their business goals, and delivering exceptional service. This role requires a blend of interpersonal skills, strategic thinking, and a proactive approach to customer satisfaction.

Key Responsibilities:
  • Develop and maintain strong relationships with clients, understanding their business needs and delivering tailored solutions.
  • Act as the primary point of contact for client inquiries, escalations, and feedback, ensuring timely and effective responses.
  • Monitor service delivery performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Coordinate with internal teams to ensure service level agreements (SLAs) are met or exceeded, identifying and addressing any potential issues proactively.
  • Address client concerns and complaints promptly, working with relevant teams to investigate root causes and implement corrective actions.
  • Serve as an advocate for clients within the organization, ensuring their needs are understood and prioritized.
  • Identify opportunities for upselling or cross-selling additional services based on client needs and usage patterns.
  • Collaborate with sales and marketing teams to develop strategies for client retention and expansion.
  • Work closely with clients to understand their long-term business objectives, providing insights and recommendations for how our services can support their growth.
Qualifications:
  • Bachelor's degree in Business Administration, Marketing, or a related field.
  • Proven experience in a client-facing role, preferably in account management or customer success.
  • Strong communication and negotiation skills, with the ability to interact effectively with clients at all levels of the organization.
  • Excellent problem-solving abilities, with a focus on delivering practical solutions that align with client needs.
  • Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities simultaneously.
  • Knowledge of CRM software and proficiency in Microsoft Office suite.
  • Experience in the technology or service industry is a plus.

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