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Rieck Services · 2 days ago

Key Account Manager

Dayton Metropolitan Area

Full-time

Onsite

Senior Level

5+ years exp

Rieck Services is a company focused on providing HVAC maintenance solutions. They are seeking a Key Account Manager responsible for managing and growing strategic HVAC maintenance contract customers, ensuring customer satisfaction and contract performance.

Building MaterialConsultingReal Estate

Hiring Manager

Helen Jones SHRM-CP

Responsibilities

Serve as the primary relationship owner for assigned key accounts, ensuring high levels of customer satisfaction, trust, and long-term partnership

Develop and maintain strong executive-level relationships through regular customer CARE meetings, site visits, and strategic business reviews

Act as customer advocate within Rieck Services, ensuring alignment between customer expectations and service delivery

Own retention, escalation, and renewal strategy for key account HVAC maintenance contracts

Manage and drive the 90-day renewal process for Certified and Full-Service agreements, including contract health and backlog reviews

Analyze contract performance and financial results in partnership with Service Operations to ensure margin and revenue objectives are met

Establish and communicate renewal escalation expectations with customers using appropriate communication channels

Prepare, review, and approve renewal letters and contract documentation for accuracy prior to customer delivery

Proactively manage customer issues and escalations, coordinating with Service Operations and other internal stakeholders to ensure timely resolution

Maintain ongoing communication with customers through issue resolution to ensure satisfaction and transparency

Identify and communicate new business opportunities within key accounts, including scope expansions, additional services, and service projects

Partner with Sales leadership to transition identified opportunities and support successful close and execution

Support customers in securing purchase orders and meeting special invoicing or contractual requirements

Work closely with branch Service Operations teams to ensure service execution aligns with contractual commitments and customer expectations

Submit maintenance estimation task sheets for budgeting and escalation purposes

Participate in monthly renewal and account review meetings, presenting key account status including customer satisfaction, outstanding claims, and Accounts Receivable issues

Collaborate with leadership to support annual operating plans and scheduled CARE visit strategies for key accounts

Follow all Rieck Services safety policies, procedures, and standards, as well as customer-required safety protocols when onsite

Perform other duties as assigned, exercising initiative to anticipate and mitigate potential risks or issues

Qualification

Account ManagementCustomer Relationship ManagementService OperationsMicrosoft OfficeAnalytical SkillsCustomer Service OrientationProblem-Solving SkillsOrganizational SkillsWritten CommunicationVerbal CommunicationTime Management

Required

high school diploma or equivalent required

Minimum of five years of experience in the service industry, including service operations, service management, account management, or service scheduling

Proven experience managing complex or strategic customer accounts

Proficiency in Microsoft Office applications (Outlook, Excel, Word, databases)

Strong analytical, organizational, and problem-solving skills

Excellent written and verbal communication skills with the ability to engage stakeholders at all levels

Demonstrated ability to manage time, priorities, and multiple accounts effectively

Strong customer service orientation with a proactive, solution-focused mindset

Must successfully pass a criminal background check and drug screening

Must meet company motor vehicle requirements, including valid driver's license, insurance, and ability to operate a vehicle for company business

Must be at least 18 years of age