Department:
Service Operations and Sales FLSA Status:
Salary Exempt Reports To:
Directly to Vice President (Indirect dotted line to Service Operations Manager) Position Summary
The Key Account Manager (KAM) is responsible for managing, retaining, and growing Rieck Services’ most strategic HVAC maintenance contract customers. This role owns executive-level customer relationships and serves as the primary point of contact for assigned key accounts, ensuring contract performance, customer satisfaction, and long-term partnership value. The KAM collaborates closely with Service Operations, Sales, and Leadership teams to oversee the full lifecycle of Certified and Full-Service maintenance agreements for key accounts, including contract health, escalation management, renewal execution, and growth opportunities. This position plays a critical role in retention, margin expansion, and overall revenue growth within the key account portfolio. Key Account Relationship Management
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. Contract Performance, Retention & Renewals
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. Issue Resolution & Customer Advocacy
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. Growth & Business Development
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. Operational & Strategic Collaboration
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. Compliance & Safety
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. Qualifications & Skills
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. Additional Requirements
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.
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Service Operations and Sales FLSA Status:
Salary Exempt Reports To:
Directly to Vice President (Indirect dotted line to Service Operations Manager) Position Summary
The Key Account Manager (KAM) is responsible for managing, retaining, and growing Rieck Services’ most strategic HVAC maintenance contract customers. This role owns executive-level customer relationships and serves as the primary point of contact for assigned key accounts, ensuring contract performance, customer satisfaction, and long-term partnership value. The KAM collaborates closely with Service Operations, Sales, and Leadership teams to oversee the full lifecycle of Certified and Full-Service maintenance agreements for key accounts, including contract health, escalation management, renewal execution, and growth opportunities. This position plays a critical role in retention, margin expansion, and overall revenue growth within the key account portfolio. Key Account Relationship Management
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. Contract Performance, Retention & Renewals
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. Issue Resolution & Customer Advocacy
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. Growth & Business Development
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. Operational & Strategic Collaboration
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. Compliance & Safety
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. Qualifications & Skills
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. Additional Requirements
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.
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