Sprinkler Service Account Manager

Account Manager

Oliver Fire Protection is seeking a driven and customer‑focused Account Manager for our Sprinkler Service Team to manage and grow relationships with key service customers. This role ensures customer satisfaction, supports service agreements, and oversees projects from proposal through completion. The ideal candidate has experience in the Fire Protection industry, is a strong communicator with a solutions‑oriented mindset and is dedicated to delivering exceptional customer service while driving business growth.

• Serve as the primary point of contact for assigned customers, providing consistent and responsive support for all required and available life safety services.
• Manage service and inspection agreements, ensuring company procedures are followed and contractual obligations are met.
• Monitor open work orders, quotes, and backlog to maintain consistent communication and transparency with customers.
• Price, follow up, and manage all sold projects, coordinating execution and delivery to customer satisfaction.
• Identify projects outside of scope and collaborate with clients to ensure accurate pricing and prompt customer communication.
• Build and maintain strong relationships by entertaining clients and acting as a trusted advisor.
• Actively participate in relevant industry associations and attend events to strengthen industry knowledge and network.
• Meet regularly with the sales team to review outstanding proposals and share pipeline insights.
• Mentor and support the development of Junior and Senior Service Sales Representatives.
• Contribute to the company’s marketing efforts by submitting content for “The Blue Review” blog.
• Utilize CRM tools effectively to track sales activities, maintain customer data, and manage the opportunity pipeline.
• Commit to ongoing professional development through internal and external training opportunities.
• Promote the Oliver Fire Protection brand by identifying and referring cross‑departmental opportunities.

Sales Revenue Goals: Consistently meet or exceed designated sales revenue targets, contributing directly to the growth and profitability of the business.

Gross Profit Goals: Ensure the achievement of gross profit targets by effectively managing costs, pricing strategies, and project scopes to maximize profitability.

• Upsell Services: Actively upsell customers on additional services offered by Oliver Fire Protection, identifying opportunities that provide added value and enhance customer satisfaction.
• Master Planning: Develop comprehensive master plans for each customer site, recommending upgrades, ongoing maintenance, and addressing any deficiencies or needs outside of routine inspections.
• Customer Retention: Ensure 100% retention of all assigned customers by fostering strong, ongoing relationships and maintaining excellent service delivery.
• Continuous Feedback Loop: Promote and encourage constant feedback from customers, identifying areas for improvement and ensuring their needs are met proactively.

• Customer
  
  Education:
  
  Organize and lead educational “Lunch and Learn” demonstrations on customer sites to promote industry’s best practices, new services, and product knowledge.
• Customer Engagement: Facilitate 15 or more customer interactions outside of normal work hours, including happy hours, lunches/dinners, and attending sporting events to strengthen relationships and build trust.
• Company Events Leadership: Lead and participate in at least one large company-sponsored customer event, fostering customer engagement and brand awareness.
• Industry Involvement: Attend a minimum of six industry association meetings annually to stay informed on industry trends and maintain professional relationships with peers.
• Opportunity Follow‑through: Proactively follow through on sales and service opportunities, ensuring no lead is left unaddressed and that customers receive a seamless experience.
• Phone System Management: Enhance customer experience by managing and improving phone system processes based on feedback from administrative staff, ensuring smoother communication and increased customer satisfaction.
• Cross‑Dep…