Service Account Manager

The Service Account Manager is responsible for delivering complete customer satisfaction with incredible care, communication, expedience, and efficiency for service sales of repairs, upgrades, system migrations, inspections and maintenance agreements, fire and security monitoring, and miscellaneous services.

Primary Tasks

• Develop and execute a comprehensive service sales account strategy to achieve revenue/margin targets and expand market share for our life safety solutions which include inspections, monitoring (security and fire alarm), repairs, and service-oriented Moves-Adds-Changes (MAC)
• Always aim to propose a bundled service package that includes our comprehensive life safety portfolio to include all fire alarm inspections and monitoring, BDA Inspections and surveys, sprinkler inspections, and extinguisher inspections.
• Train Inspection and Maintenance Salesmen on how to prepare proposals for all buildings visited. Prepare and review all pricing for them to include on their proposals.
• Coordinate with Service and Sales Manager to create dedicated inspection proposal formats in Quotewerks with the correct and applicable verbiage for our go-to-market strategy. Do the same for service quotes as well.
• Gather standard pricing information from our subs for sprinkler inspection pricing and extinguisher pricing. Make a Price list in Excel that we can markup and select quantities.
• Create a pricing spreadsheet to standardize our service pricing for Life Safety service scopes.
• Identify current customers that have life safety needs from our client list and history to create a target list
• Pursue old customers to regain their inspections and monitoring.
• Coordinate with our marketing manager for targeted ads for inspections and monitoring lead generation. Create a Connectwise campaign and track their progress.
• Foster strong relationships and deeper connections with clients for long term growth.
• Identify and engage clients through proactive outreach, networking, and referrals, establishing a strong pipeline of sales account opportunities.
• Maintain quarterly touch points with all customers on an individual basis whether that be by phone, email, text, or social media (such as LinkedIn). Know their preferences and areas of interest.
• Encourage the use of T&M with all clients before providing proposals for work that can be completed in a day or less.
• As cloud and remote life safety solutions are vetted by our Technology and Engineering Manager, Introduce Remote Service options to all applicable clients as a method of diagnostics and potential solutions before needing to roll trucks. This includes selling new life safety cloud solutions when available to the customer based on what manufacturer is installed.

Responsibilities

• Embrace and exhibit DSC's Core Values in all that you do.
• Collaborate with technical team members to conduct assessments of Life Safety systems, identifying areas for enhancement and upsell.
• Work closely with the service manager and coordinating team to ensure customers are reviewed for applicable price increases and are then automatically scheduled for inspections without quotes having to be exchanged each year. Only quote renewals if prices change or need to be increased.
• Be a front line advocate and communicator to customers concerning problems that arise and issue resolution.
• Utilize DSC software to its fullest such as ConnectWise, Building Reports, Smileback, and Quotewerks. Know these systems inside and out in order to maximize their utility and potential.
• Work with other members of the Service and Sales team to coordinate all types of sales related activities inclusive of construction, service repair or other needs the customer may have.
• Create and deliver compelling presentations and proposals, clearly articulating the value of our service offerings to clients.
• Negotiate contracts and pricing agreements with clients, ensuring mutual benefit and long-term partnerships.
• Monitor industry trends, regulations, and advancements to stay informed about the latest developments in our industries' technology and services.
• Maintain accurate records of sales activities, customer interactions, and sales forecasts using our CRM software, ConnectWise.
• Exhibit strong interpersonal skills and a cooperative mindset to ensure successful achievement of shared objectives.
• Coordinate closely with project management and technical teams to ensure seamless project implementation and client satisfaction.
• Provide exceptional post-sales support, addressing client inquiries, concerns, and requests promptly and professionally.
• Collaborate with service manager and sales manager for marketing efforts to develop promotional materials, references, and compelling collateral to support value added account sales opportunities.
• Participate in industry events, trade shows, and conferences to enhance brand visibility and expand the DSC professional network.
• Achieve agreed upon sales targets and outcomes within schedule.
• Maintain continuous lines of communication, keeping direct report(s) informed of all critical issues.