Service Account Manager

Summary

Join Cennox as a Service Account Manager and become the primary point of contact for assigned clients, reporting to the Director of SAMs. You will manage daily account operations, collaborating with the field service team and other departments to ensure client satisfaction. This role requires strong client relationship building, contract review, and issue resolution. You will also create and maintain Business Account Manuals, schedule regular client meetings, and analyze monthly reports to identify areas for improvement. Overnight travel may be required for in-person meetings. The position does not involve supervisory responsibilities.

Requirements

• Excellent Microsoft Office skills including Excel and PowerPoint
• Ability to learn specialized software programs and navigate company databases
• Strong organizational skills and ability to prioritize tasks
• Problem Solving - Ability to identify and resolve problems in a timely manner by gathering and analyzing information skillfully, offer alternative solutions, working well with others to implement solutions
• Initiative-taking in nature with the ability to predict and prevent issues
• Willingness to learn beyond standard job duties
• High-level of attention to detail required
• Industry knowledge and understanding the customer relations aspect of the business
• Oral Communications - Ability to speak clearly and persuasively in a positive manner even in negative situations as well as listen and ask for clarification when needed
• Customer Service – occasionally manage difficult or emotional customer situations, responding promptly to customer needs, soliciting feedback from the customer, respond and be able to request assistance when asked or needed, and meeting commitments made to customers
• Understanding of the SAM reporting that is utilized internally as well as reports delivered to clients
• Ability to work autonomously; self-motivated and driven
• Ability to adapt to changes and work quickly within short deadlines as the company continually grows and changes
• 2-4 years of account management experience, required
• Vision correctable to 20/ 20
• Finger dexterity for keyboarding and computer usage
• Ability to sit or stand and stay focused for long periods of time
• Ability to bend, lift, and drive

Responsibilities

• Establish strong relationship with new and existing clients to promote Cennox
• Works with the client to develop and maintain a Business Account Manual (BAM) for all Service Accounts assigned and distribute to the field, call center, logistics and client service personnel
• Proven capacity to review customer contracts at length to gain high-level understanding of contractual obligations and expectations
• Function as the single point of contact for all service-related issues including escalations and invoice disputes in a timely manner
• Establish and maintain a regular meeting schedule with each assigned customer and maintain meeting minutes. Video conference calls as requested by customer. A professional appearance and backdrop are mandatory. These can be weekly/bi-weekly/monthly depending on the customer's preference
• Review monthly reporting and provide recommendations on how to improve performance, efficiency and how to improve customer satisfaction
• Manage select projects within all SAM accounts
• Daily review of customer billing que
• All other duties as assigned

Preferred Qualifications

• Bachelor’s degree in Business, Communications, Marketing, Public Relations, preferred
• Industry-related experience a plus