Job Description

Lennox National Account Services (NAS), wholly owned by Lennox International, a 120+ year old company and a world leader in the Heating, Ventilation and Air Conditioning (HVAC) industry. NAS is a major, national player in the Commercial Heating Ventilating and Air Conditioning (HVAC) maintenance and service industry.

We have 100+ offices throughout the continental United States and are still growing and expanding. In the next 5 years we will double the number of Branch Offices and significantly increase annual revenue. In order to so we need good people like you, who want to grow and learn. We consistently offer the best of both to all our employees. We are an equal opportunity employer (EEOC).

Benefits:

For information regarding our impressive benefits package, please visit our web site at . We have matching 401(k), comprehensive health and wellness, perks and discounts, pet insurance, free subscriptions and much more! Note: benefits may vary depending on the position and are subject to change.

Job Description

As a Service Account Manager, you will be responsible for fostering strong client relationships and ensuring exceptional service delivery. You will serve as the primary point of contact for clients, understanding their needs, resolving issues, and identifying opportunities for service improvement. This role requires a blend of interpersonal skills, strategic thinking, and a proactive approach to customer satisfaction. As a Service Account Manager, you will be responsible for fostering strong client relationships and ensuring exceptional service delivery. You will serve as the primary point of contact for clients (external and internal), understanding their needs, resolving issues, and identifying opportunities for service improvement. This role requires a blend of interpersonal skills, strategic thinking, and a proactive approach to customer satisfaction.

Key Responsibilities:

• Develop and maintain strong relationships with clients, understanding their business goals, challenges, and service requirements.
• Act as the main point of contact for client inquiries, escalations, and feedback, ensuring timely and effective responses.
• Monitor service delivery performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Coordinate with internal teams to ensure service level agreements (SLAs) are met or exceeded, identifying, and addressing any potential issues proactively.
• Address client concerns and complaints promptly, working with relevant teams to investigate root causes and implement corrective actions.
• Serve as an advocate for clients within the organization, ensuring their needs are understood and prioritized.
• Identify opportunities for upselling or cross-selling additional services based on client needs and usage patterns.
• Collaborate with sales and marketing teams to develop strategies for client retention and expansion.
• Work closely with clients to understand their long-term business objectives, providing insights and recommendations for how our services can support their growth.
• Develop account plans and strategies to maximize client satisfaction and drive mutual success.

Qualifications:

• Requires an Associates Degree or equivalent and a minimum 2 years related experience. Bachelor’s degree strongly preferred.
• Proven experience in a client-facing role, preferably in account management or customer success.
• Strong communication and negotiation skills, with the ability to interact effectively with clients at all levels of the organization.
• Excellent problem-solving abilities, with a focus on delivering practical solutions that align with client needs.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities simultaneously.
• Knowledge of CRM software and proficiency in Microsoft Office suite.
• Excellent written and verbal communication skills, including effective listening skills.
• Understanding of technical terminology.
• Strong knowledge of Microsoft Office products- Excel, Word, etc.
• Must be able to work in a fast-paced goal-oriented environment.
• Able to handle multiple tasks, stay organized, and focused on details.
• Able to make recommendations and take proactive approach.
• Requires general knowledge of the organization, and thorough knowledge of company products and services.
• Requires ability to navigate a computerized data entry system or other relevant applications.
• Ability to build and foster relationships.
• Experience in the technology or service industry is a plus.

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