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Oates Energy · 3 days ago

Director of Account Management (Customer Success)

Jacksonville Beach, FL

Full-time

Onsite

Lead/Staff, Director/Executive

$110K/yr - $115K/yr

5+ years exp

Oates Energy is a leading third-party utility billing and submetering company specializing in water and sewer billing for multifamily apartment communities. They are seeking a Manager of Account Management to lead their account management department, overseeing client properties and driving portfolio growth while ensuring client satisfaction and operational excellence.

Oil and GasWater

Responsibilities

Supervise, mentor, and develop a team of Account Managers, including hiring, training, and performance management

Establish clear expectations, KPIs, and accountability measures for the department

Foster a collaborative, client-first culture with strong emphasis on communication and ownership

Oversee onboarding of new properties, ensuring accuracy, timeliness, and a seamless client experience

Standardize workflows and processes to improve efficiency across the department

Implement and enforce company Standard Operating Procedures (SOPs) consistently and fairly

Serve as the escalation point for high-value clients and sensitive situations

Develop strong relationships with property managers, ownership groups, and key decision makers

Monitor client health metrics, proactively addressing issues that could impact satisfaction or retention

Create strategies to grow wallet share across the existing portfolio, including upselling additional services or expanding service coverage

Partner with leadership on revenue targets and departmental growth initiatives

Identify trends and opportunities across the portfolio to inform business development strategies

Analyze client and portfolio performance data to identify risks, opportunities, and areas for improvement

Provide regular reporting to senior leadership on departmental performance, client retention, and revenue growth

Lead cross-functional initiatives with billing, operations, and field services to ensure alignment and service delivery

Qualification

Account managementClient relationship managementLeadershipRevenue expansionProcess managementTeam developmentIndustry experienceCommunication skillsConflict resolutionOrganizational skills