[Remote] Account Manager, National Accounts

Note: The job is a remote job and is open to candidates in USA. Marmic Fire & Safety Co. is dedicated to community safety by providing fire protection services. The National Accounts Manager is responsible for overseeing large customer accounts, ensuring customer satisfaction, and managing a team to meet service obligations across various locations.

Responsibilities

• Ensure all customer contractual obligations and Service Level Agreements (SLAs) are met or exceeded
• Maintain a high level of customer service and address emergencies or time-sensitive requests promptly
• Develop and sustain relationships with customers at multiple levels to retain and grow business
• Manage a team of office professionals supporting national customer contracts
• Oversee the execution of service calls, inspections, and repairs within expected timelines
• Dispatch and manage recurring services and ensure adherence to due dates
• Maintain and update customer pricing items as required
• Ensure accuracy of billing and manage Accounts Receivable metrics
• Ensure financials are closed and revenue and costs are reconciled monthly
• Answer calls from customers, salespeople, and managers, coordinating equipment and manpower needs
• Recruit affiliate support when required to meet customer service deadlines
• Maintain documentation and calendars for future work and ensure timely submission of deficiency quotes for customer approval
• Improve systems, processes, and policies to support company objectives
• Assist in developing office and field training tools and documentation
• Participate in meetings or conference calls as needed and handle any additional job duties assigned
• Meet with customers and/or technicians in the field when required to ensure service quality and address any issues

Skills

• High school diploma or GED
• Strong work ethic with the ability to work independently and thrive in a fast-paced, high-volume environment
• Detail-oriented with a professional attitude and reliable demeanor
• Proficient in Excel and exporting from our field service management software, ServiceTrade
• Proficient in Microsoft 365
• Excellent organizational and time management skills with strong project management capabilities
• Effective problem-solving skills with the ability to communicate clearly and professionally, both verbally and in writing
• Experience with Adobe Creative Suite, graphic design principles, data collection/analysis, ERP, and CRM systems
• Fluent in English, with the ability to speak and write proficiently
• Capability to interact professionally with employees, customers, and the public
• Strong public speaking skills and the ability to address all organizational levels
• Valid Driver's License
• Bachelor's Degree from an accredited college in Marketing, Communications, or a related field
• ServiceChannel or ServiceTrade
• Service Trade or Service Channel
• This is a remote position, but strong preference for living in the southeastern US, especially Charlotte, NC metro area

Benefits

• Employee Ownership Program
• Company-paid training programs and on-the-job training.
• Tele-health services if healthcare coverage is elected
• 401K plan with up to a 4% company match
• Medical, Dental and Vision Insurance effective the first of the month following your start date
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year
• 7 Paid Holidays annually

Company Overview