Key Account Manager

Reports To: General Manager, Service Manager, or Sales Manager

Direct Reports: n/a

JOB SUMMARY:

The Key Account Manager serves as the executive owner for a portfolio of our largest and most complex commercial HVAC customers, with end-to-end accountability for retention, growth, and customer satisfaction. This strategic role orchestrates multi-site service delivery, capital projects and technology solutions; partners with executive sponsors on both sides to drive value; synthesizes customer insights to shape company offerings; and ensures alignment across Sales, Service, Operations and Product teams. The Key Account Manager focuses exclusively on top-tier customer relationships; new customer acquisition is handled by a separate Business Development team.

RESPONSIBILITIES:

• Lead development of deep relationships with top-tier customers that span multiple sites, ensuring alignment with corporate objectives across all stakeholders
• Lead identification and pursuit of transformational growth opportunities: enterprise service expansions, major equipment systems upgrades, new product lines, integrations, and multi-year partnerships
• Own and negotiate enterprise-level service agreements and renewals, setting pricing strategy and contractual terms to reflect complexity and scale
• Architect comprehensive solutions across service maintenance, capital projects, technology and energy optimization to deliver quantifiable customer value
• Manage multi-year T&M and strategic service contracts and champion annual pricing and scope increases at the enterprise level
• Integrate with customer operations to plan and implement large scale outages, retrofits and expansion projects across multiple sites
• Evangelize advanced products, services and technology platforms through thought leadership, executive alignment meetings and customer advisory boards
• Represent customer voice in product development and continuous improvement forums; drive alignment across Sales, Service, Engineering and other internal teams
• Provide executive briefings and strategic account reviews; oversee forecasting accuracy and resource allocation for your enterprise portfolio
• Mentor junior account management team members supporting your key customers and share best practices

EDUCATION:

• Bachelor's Degree in Business/Marketing/Engineering, or
• High School/Trade School Diploma (or GED/High School Equivalence Certificate) with 7+ years of commercial HVAC/controls service or sales experience

EXPERIENCE:

• 7-10+ years of experience in commercial HVAC, building services, or facilities management, with at least 5 years in an account management or technical sales role; significant experience managing strategic enterprise accounts. Proven ability to navigate complex multi-site relationships and lead end-to-end delivery, negotiate long-term, high-value agreements and drive growth across large, multifaceted customers. Experience in preparing complex service contracts, cost benefit analysis, negotiating multi-year agreements and pricing strategy required.
• Exposure to complex tasks within the job function; occasionally directed in several aspects of the work

CERTIFICATES, LICENSES, REGISTRATIONS:

• n/a

SKILL REQUIREMENTS:

• Understanding of commercial HVAC systems, controls, and building automation
• Reading mechanical drawings and equipment schedulesFinancial analysis skills (ROI, life cycle costing, energy savings calculations
• Can interpret service reports and explain technical findings to non-technical buyers
• Customer focus
• Communication proficiency
• Innovation
• Collaboration
• Financial management
• Presentation skills
• Attention to detail and ability to work independently
• Personal computer skills, strong typing ability, and knowledge of Microsoft Office
• Experience with Microsoft Dynamics 365 preferred

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to conduct site visits in mechanical rooms, rooftops, and other equipment locations. May require climbing ladders, working in temperature extremes, and wearing PPE.

WORK ENVIRONMENT:

This job operates in both an office and a field environment Must be able to sit and/or stand for extended periods of time

REASONABLE ACCOMMODATION:

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential job functions unless doing so presents an undue hardship on the Company's business operations

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job Duties, responsibilities, and activities may change at any time with or without notice Employees understand the above job description and agree to comply with and be subject to its conditions Employee further agrees this job description does not alter their at-will employment status Employees understand the Company reserves the right to delegate, remove, expand, or change all responsibilities Employees acknowledge that they can fulfill the above duties with or without reasonable accommodation.