Account Manager

  • Employer: Vancouver Fire & Radius Security
  • Location: Richmond, BC
  • Job Type: Full
  • Job Status: Permanent Time
  • Category: Vancouver Fire
  • Sub Category: N/A
  • Job ID: 147
  • Posting Date: Jul 28, 2022
  • Posting Expiry: N/A
  • Contact Name: Stephanie Lowe
  • Contact Email: slowe@vanfire.com
  • Contact Phone: 6046440870
  • Contact Fax: N/A

Job Details

Introduction

The Account Manager will report directly to the Director of Vancouver Fire. The primary role of the Account Manager is to build excellent customer relationships, retain and grow portfolios within an assigned customer base. They will develop and execute a customer-focused strategy to support retention of inspection & service agreements, creating higher revenue per customer and ensuring greater customer satisfaction.

Why does our team LOVE working for us?

  • Job stability! Our company was deemed an essential service and we were lucky to continue to serve our communities during the pandemic. Our company is continuing to grow year over year, and we have exciting expansion plans for the future!
  • Extended health and dental benefits
  • Monthly profit sharing bonus program
  • Charitable donation matching
  • Gym membership discount for our staff and their spouses
  • We have an in-house mechanic, so you can have your car serviced while you work (he offers preferred rates)
  • Fun-loving team environment with various company events (virtual gaming, spirit weeks, community involvement/volunteer activities, etc.)
  • Ability to make an impact – we welcome your ideas and love when our team members get to see their initiatives come to fruition!
  • Learning and development opportunities to grow within the business.
  • You have a voice. We empower our people to bring forward suggestions to improves processes.
  • Central location located right next to the river, with a lovely walking path available on lunch breaks. Minutes drive away from Queensborough shopping center.
  • We have a strong brand reputation, and people are proud to work for a place that is a staple in our communities.

Job Description

Core Tasks:

  • Responsible for retention, customer satisfaction and growth within assigned portfolios.
  • Serve as the primary point of contact and develop a positive ongoing relationship with customers plus an intimate knowledge of each account (ex. key decision-makers, equipment, service contract, history, etc.)
  • Provide renewal pricing three months prior to the due date, leveraging the contract-review process.
  • Act as the customer’s advocate when resolving issues.
  • Develop long-term strategies and CAP-EX projects while proactively working with sales & installs team to meet customer objectives.
  • Report metrics to operations and leadership teams on a monthly or as needed basis related to potential liability, revenue, product & service growth.
  • Utilize Hubspot as a tool for customer management to increase effectiveness and efficiency tracking.
  • Maintain consistent virtual or in-person (as required) contact with the customers who most directly influences the decision-making process.
  • Actively listen, probe and identify concerns. Address concerns and performance lapses. Understand the customer's business and speaks their language. Develop credibility, loyalty, trust and commitment.
  • Keep management informed of progress and account status. Consult with management for assistance to retain and grow business, as required.
  • Demonstrate technical knowledge by citing site-specific code requirements to ensure customer compliance and understanding.
  • Build strong inter-departmental collaboration, critical to a positive Net Promoter Score (NPS).
  • Maintain data integrity of FNS, repair letters, customer quotes / approvals, backflow reports and technician timecards.
  • Participate in technician/customer field rides to elevate business acumen and code-compliance.
  • Handle incoming customer inquiries through phone calls (queue, direct line, etc.) as well as through emails (Outlook, Hubspot, and Zendesk).
  • Create general service tickets for customer service inquiries.
  • Other responsibilities as assigned.

Requirements

  • Strong communication and interpersonal skills, both written and verbal. Capable of providing customers with explanations to their concerns or needs that can be well understood and appreciated
  • Ability to adapt within a rapidly-changing business environment.
  • Strong interpersonal skills with an innate ability to work within a rapid-pace environment.
  • Extensive knowledge of Microsoft Suite programs (Word, Excel, Outlook, etc.)
  • Strong attention to detail, process flow and analytical skills.
  • Ability to manage and prioritize time to deliver on time-sensitive responsibilities.
  • Possesses extensive knowledge of work order systems and processes.

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