Account Manager

Position Summary

The Account Manager builds and maintains commercial customer relationships, develops new business, and serves as the primary point of contact for assigned service accounts.

This position works closely with the Service Managers, Service Coordinators, Service Administrators, Technicians, and Purchasing to ensure customer needs are addressed, approved work moves forward, and account requirements are met. The Account Manager supports customer retention, account growth, and profitability through consistent communication, accurate documentation, and follow-through.

Key Responsibilities

Customer Relationships & Communication

• Develop and maintain strong relationships with assigned customers.

• Communicate regularly regarding service requests, repairs, scheduling, and outstanding needs.

• Maintain current customer contacts, property information, access requirements, and communication procedures.

• Conduct account review meetings and follow action items through completion.

• Address customer concerns promptly and involve appropriate leadership and team members when needed.

• Identify opportunities to improve customer satisfaction and strengthen long-term partnerships.

New Customer Development

• Identify and pursue new commercial HVAC, refrigeration, and plumbing customers.

• Build relationships with property managers, facility managers, and business owners.

• Attend, set up, and coordinate introductions, site visits, and proposals as the main point of contact.

• Follow up on leads and proposals to help secure new business.

• Support new customer onboarding and a smooth transition to the service team.

Service Coordination & Response Tracking

• Work closely with Service Coordinators and Service Managers to obtain confirmed technician schedules, availability, and service updates.

• Communicate confirmed schedules and changes to customers.

• Track service acknowledgment, assignment, and response times against applicable account requirements.

• Ensure customers understand emergency and after-hours contact procedures.

• Escalate urgent needs, response delays, and unresolved service issues.

Repair Proposals & Work Follow-Through

• Coordinate with Service Managers and Technicians to support timely, accurate repair proposals.

• Track outstanding quotations, customer approvals, material availability, and repair progress.

• Manage internal software open repair recommendation log.

• Follow approved repairs through completion and confirm customers receive appropriate updates.

• Identify additional service and replacement opportunities and coordinate with the appropriate team.

Performance Reporting & Service Quality

• Prepare account scorecards and reports covering service response, repairs, quality, and other assigned account requirements.

• Track applicable measures, including response compliance, open repair recommendations, equipment availability, first-time fixes, and callbacks.

• Verify supporting information and resolve reporting discrepancies.

• Coordinate with Service Managers to review recurring failures, callbacks, and customer concerns.

Documentation & Records

• Review repair and service-call reports for completeness and coordinate timely delivery to customers.

• Confirm documentation includes equipment identification, service details, findings, recommendations, and supporting photographs or readings when applicable.

• Maintain organized account records in BuildOps and other approved systems.

• Maintain records of approvals, communications, scope changes, and outstanding commitments.

• Coordinate customer-specific documentation requirements with the responsible teams.

Pricing, Billing & Account Profitability

• Review account billing for consistency with approved pricing, labor rates, material markups, and agreement provisions.

• Coordinate with Service Administrator to resolve billing questions, discrepancies, and missing documentation.

• Support accounts receivable follow-up and help resolve customer issues delaying payment.

• Monitor changes in service demand or scope that may affect account costs and profitability.

• Support agreement renewals and coordinate proposed changes with Maintenance Coordinator.

Continuous Improvement & Teamwork

• Recommend improvements to customer communication, service coordination, documentation, and reporting.

• Help develop and maintain account-specific procedures.

• Support safety communication and track corrective actions identified by the responsible teams.

• Demonstrate NASH’s core values of Trust, Team, Grit, and Growth through ownership, teamwork, and dependable follow-through.

Qualifications

• Experience in commercial service account management, business development, HVAC, refrigeration and plumbing.

• Working knowledge of service operations, repair proposals, purchasing, and billing.

• Strong customer service, relationship-building, communication, organization, and problem-solving skills.

• Ability to identify business opportunities and follow leads through the process.

• Ability to manage multiple priorities and follow commitments through completion.

• Ability to interpret service data and prepare clear reports.

• Proficiency with Microsoft Excel, Outlook, and Teams; BuildOps experience preferred.

Authority & Accountability

The Account Manager is accountable for customer relationships, new business development, account coordination, reporting accuracy, and follow-through. Technician scheduling remains with Service Coordinators and service leadership. Technical diagnosis, repair methods, field supervision, and safe execution remain with Service Managers and qualified technical personnel.

Changes to pricing, contract terms, or service scope require approval from authorized NASH leadership.