The Account Manager serves as the primary relationship owner and operational point of contact for an assigned portfolio of national retail and commercial accounts. This role is responsible for driving client satisfaction, overseeing project execution and work order management, leading escalations, and delivering strategic reporting to strengthen long-term client partnerships
Essential Duties & Responsibilities:
Serve as the primary point of contact for all assigned client accounts
Build and maintain strong, trusted relationships with client stakeholders
Help build and occasionally deliver Quarterly Business Reviews (QBRs) to communicate performance, trends, and opportunities
Oversee project execution across the account portfolio, ensuring milestones and client expectations are met
Track key project dates, deliverables, and timelines; proactively flag risks
Coordinate cross-functionally with Account Supervisors, Coordinators, and Operations to drive service quality
Create, update, and maintain accurate work orders throughout the job lifecycle, ensuring documentation supports timely invoicing and closeout
Monitor open work orders for status and aging; follow up with internal operations, vendors, or technicians to prevent delays and missed SLAs
Respond promptly to client emails and calls regarding job status, scheduling, and account questions
Serve as the escalation point for complex or unresolved client issues
Ensure timely, professional resolution and client communication throughout escalations
Generate, review, and distribute client-facing reports on a regular cadence
Communicate account status, issues, and opportunities clearly to internal leadership
Identify and pursue opportunities to expand and deepen client relationships
Competencies:
Client Relationship Management
Customer Service & Client Satisfaction
Communication Skills
Project & Work Order Management
Problem Solving & Escalation Management
Time Management & Organization
Attention to Detail
Cross-Functional Collaboration
Analytical & Reporting Skills
Business Development & Account Growth
Education and Experience:
Education: Four-year degree or equivalent work experience in a similar environment
Experience: Two to Five years of experience in the sales or customer service field
Physical Requirements and Work Content:
Americans with Disability Specifications:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand, move, operate with hands and arms, and lift up to 15 pounds. The employee is regularly required to use hands to operate or feel objects, tools or controls, communicate, distinguish or identify, adjust or focus.
Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This position is a sedentary position that requires 8 hours of sitting at a desk in a climate-controlled environment with frequent computer, mouse, 10 key touch and phone work.
Additional Comments:
These declarations are not to be an “all-inclusive” list of the duties and responsibilities nor of the skills and abilities required to do the job. They are intended only to describe the general nature of the job and a reasonable representation of its activities. Additional essential functions and/or tasks may be identified by the company and listed as such in the incumbent’s performance appraisal. Various tasks may be assigned under each task or function. The incumbent performs other job-related duties as assigned and required.
This document does not create an employment contract, implied or otherwise, other than an “at-will” employment relationship.
EOE; Disabled/Veteran
