Oliver Fire Protection & Security · 2 days ago
Sprinkler Service Account Manager
King of Prussia, PA
Full-time
Onsite
Mid, Senior LevelOliver Fire Protection & Security is seeking a driven and customer-focused Account Manager for their Sprinkler Service Team. This role is vital in managing and growing relationships with key service customers, ensuring customer satisfaction, and overseeing projects from proposal through completion.
Cyber SecurityElectronicsInformation TechnologySecurity
Hiring Manager
Joseph Mackley
Responsibilities
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-Department Referrals: Provide a minimum of 25 referrals annually to other departments, fostering interdepartmental collaboration and expanding business opportunities within the company
Customer Outreach: Manage customer emails related to maintenance updates, special offers, customer appreciation gifts, and the distribution of new brochures to keep clients informed and engaged
Marketing Collateral Development: Assist in the creation and development of marketing materials, including brochures, presentations, and promotional content, to support sales efforts and enhance the company’s brand visibility
Book of Business Management: Responsible for the management and growth of a $2 million book of business, ensuring customer satisfaction, retention, and growth within this portfolio
Site Inventory Management: Oversee and maintain an up-to-date inventory of customer sites, including fire alarm systems, sprinkler systems, CCTV, card access, and other critical safety and security equipment. Ensure all equipment is properly documented, serviced, and meets regulatory requirements
Inspection, Service, and Monitoring Spend: Track and manage the total spend on inspections, service, and monitoring for your customer accounts, ensuring alignment with overall budget and revenue goals
Product Purchases & Support: Monitor the number of products purchased or supported by aiming to expand product sales within your existing customer base
Exclusive Contractor Status: Work towards securing and maintaining status as the sole contractor for key products, strengthening customer loyalty and expanding service contracts
Annual Growth: Achieve a target of 10% annual growth in revenue from your assigned customers, consistently driving business expansion and profitability
Work Tracking: Efficiently track and document all work completed, including service requests, inspections, and maintenance activities, ensuring all tasks are recorded and completed on time
Proposal Development: Create and manage proposals for service, upgrades, and new business opportunities, ensuring accurate pricing and clear communication with customers
Project Planning: Develop detailed plans for ongoing or upcoming projects, coordinating schedules, resources, and timelines to ensure smooth execution
Monthly Reporting: Prepare and submit monthly reports detailing project progress, sales performance, customer feedback, and other key metrics to leadership, ensuring transparency and alignment with business goals
Qualification
Required
Experience in the Fire Protection industry
Strong communication skills
Solutions-oriented mindset
Dedication to delivering exceptional customer service
Ability to manage service and inspection agreements
Proficiency in utilizing CRM tools effectively
Commitment to ongoing professional development
Ability to meet or exceed designated sales revenue targets
Ability to ensure achievement of gross profit targets
Ability to upsell services to customers
Ability to develop comprehensive master plans for customer sites
Ability to ensure 100% retention of assigned customers
Ability to promote and encourage constant feedback from customers
Ability to organize and lead educational demonstrations
Ability to facilitate customer interactions outside of normal work hours
Ability to lead and participate in company-sponsored customer events
Ability to attend industry association meetings annually
Ability to proactively follow through on sales and service opportunities
Ability to manage and improve phone system processes
Ability to provide referrals to other departments
Ability to manage customer emails related to maintenance updates and special offers
Ability to assist in the creation and development of marketing materials
Ability to manage and grow a $2 million book of business
Ability to oversee and maintain an up-to-date inventory of customer sites
Ability to track and manage total spend on inspections, service, and monitoring
Ability to monitor the number of products purchased or supported
Ability to work towards securing and maintaining exclusive contractor status
Ability to achieve a target of 10% annual growth in revenue
Ability to efficiently track and document all work completed
Ability to create and manage proposals for service and upgrades
Ability to develop detailed plans for ongoing or upcoming projects
Ability to prepare and submit monthly reports detailing project progress and sales performance
Company
Oliver Fire Protection & Security
Oliver Fire Protection & Security is a construction firm specializing in fire protection & security systems.
Founded in 1957
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Hope Pomerantz
Chief People & Culture Officer
Company data provided by crunchbase