Account Manager

Account Manager at Academy Locksmith

Addison, TX

About the job

As an Account Manager for Academy Locksmith, you will have multiple clients and manage a team consisting of customer service reps and dispatchers. Some of your primary responsibilities will include maintaining and strengthening relationships with clients as well as developing your team members to provide top quality service to our client’s doors, safes, access control and locksmithing needs.

Key duties include

Client Relationship Management

• Serve as the main liaison between the corporate client and Academy Locksmith.
• Develop and maintain strong relationships with key client stakeholders.
• Conduct regular check-ins to assess satisfaction and address any concerns or new needs.

Team Management

• Manage and lead a team of CSRs and Dispatchers.
• Develop and grow your team for future roles within the company.
• Provide guidance and accountability within your team for meeting service, financial and productivity metric goals.

Project Coordination

• Oversee the scheduling and completion of locksmith services such as installation, maintenance, and repairs for the client’s facilities.
• Coordinate large-scale projects, such as new lock systems installation across multiple locations.
• Ensure timely service delivery and resolve any scheduling conflicts or delays.

Account Growth & Client Retention

• Identify opportunities for expanding services or offering new products to the client.
• Ensure contract renewals and negotiate favorable terms for both the company and the client.
• Monitor and report on client satisfaction and take proactive steps to prevent churn.

Operational Oversight

• Work closely with field technicians and service teams to ensure a high level of service.
• Monitor service performance, ensuring all work complies with agreed-upon standards and timelines.
• Troubleshoot and resolve any service-related issues that arise.

Billing & Financial Tracking

• Manage billing processes, ensuring that invoices are accurate and submitted in a timely manner.
• Track client spending, monitor budgets, and ensure alignment with agreed pricing models.
• Address any discrepancies in billing and work with the finance team to resolve them.

Reporting & Documentation

• Provide regular reports to both the client and internal management regarding service performance, work orders, and any ongoing projects.
• Keep detailed records of client communications, contracts, and project documentation.

Problem Resolution & Service Escalation

• Act as the first point of contact for any issues or emergencies that arise with locksmith services.
• Coordinate with service teams for swift resolution of urgent locksmithing needs.
• Manage escalations and ensure follow-through until the issue is resolved to the client’s satisfaction.
• This role requires excellent communication, organizational, and problem-solving skills to ensure that the clients receive consistent, high-quality service. You will need to work closely with both the clients and internal teams to provide seamless service and achieve long-term client satisfaction.

Our company

Academy Locksmith is the nation's premier service provider for locks, doors, safes, and access control. We operate in all 50 states with a robust network of licensed and trained technicians. Academy believes in providing an open and honest platform for our employees to have the best working environment possible which in turn provides our customers with the best service available.

Successful applicants will have

• A high bias for action and accountability for performance.
• Solid organizational skills and attention to detail.
• Exemplary work ethic and attendance.
• Good communication skills and confidence to speak with our customers and vendors.
• Solid computer skills.
• Ability to prioritize work activities based upon financial impact to desired business goals.

We prefer if you also have:

• At least one year of facility maintenance, lock, door, safe, access control, security, or construction industry dispatching/project coordination experience.
• Experience with basic project management or costing principles.
• People management and team building experience

Compensation and Timing

Salary: $75,000 - $85,000

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full-time. 40 per week. 8-hour shift. In Person.

Position Location

Ability to commute &/or relocate to Addison, TX

Orion Values

At Orion, we believe in a people-first approach to hiring. We know that our employees are our most valuable asset, and we want to create a white glove experience for everyone who works with us, from candidates to full-time employees.

We believe in growth. Both for our company, and for our employees. We want to create an environment that fosters continuous learning and development, where everyone can reach their full potential and contribute to the success of the company.

Collaboration is a key value for us. We know that the best ideas come from working together and we want to create a culture where everyone is encouraged to share their ideas and work together to achieve our goals.

At the same time, we are committed to ethical behavior and doing things the right way. We believe that success is not just about winning, but about winning with integrity and respect for our customers, employees, and the broader community.

Finally, we believe in being of use. We want to build products and services that truly make a difference. We want our employees to feel like they are making a meaningful contribution through their work.

In short, we are all-in on creating a workplace where people come first, where growth and collaboration are key, where we do things the right way and we strive to be of use to the world.