Account ManagerOliver Fire Protection & Security

Oliver Fire Protection is seeking a driven and customer-focused Account Manager for our Sprinkler Service Team to manage and grow relationships with key service customers. This role is vital in ensuring customer satisfaction, supporting service agreements, and overseeing projects from proposal through completion.

The ideal candidate has experience in the Fire Protection industry, is a strong communicator with a solutions-oriented mindset and is dedicated to delivering exceptional customer service while driving business growth.

General Responsibilities:

• Serve as the primary point of contact for assigned customers, providing consistent and responsive support for all required and available life safety services.

• Manage service and inspection agreements, ensuring company procedures are followed and contractual obligations are met.

• Monitor open work orders, quotes, and backlog to maintain consistent communication and transparency with customers.

• Price, follow up, and manage all sold projects, coordinating execution and delivery to customer satisfaction.

• Identify projects outside of scope and collaborate with clients to ensure accurate pricing and prompt customer communication.

• Build and maintain strong relationships by entertaining clients and acting as a trusted advisor.

• Actively participate in relevant industry associations and attend events to strengthen industry knowledge and network.

• Meet regularly with the sales team to review outstanding proposals and share pipeline insights.

• Mentor and support the development of Junior and Senior Service Sales Representatives.

• Contribute to the company’s marketing efforts by submitting content for “The Blue Review” blog.

• Utilize CRM tools effectively to track sales activities, maintain customer data, and manage the opportunity pipeline.

• Commit to ongoing professional development through internal and external training opportunities.

• Promote the Oliver Fire Protection brand by identifying and referring cross-departmental opportunities.

Financial Performance:

• Sales Revenue Goals: Consistently meet or exceed designated sales revenue targets, contributing directly to the growth and profitability of the business.

• Gross Profit Goals: Ensure the achievement of gross profit targets by effectively managing costs, pricing strategies, and project scopes to maximize profitability.

General Business Development:

• Upsell Services: Actively upsell customers on additional services offered by Oliver Fire Protection, identifying opportunities that provide added value and enhance customer satisfaction.

• Master Planning: Develop comprehensive master plans for each customer site, recommending upgrades, ongoing maintenance, and addressing any deficiencies or needs outside of routine inspections.

Entertainment and Training Events:

• Customer Education: Organize and lead educational "Lunch and Learn" demonstrations on customer sites to promote industry’s best practices, new services, and product knowledge.

• Customer Engagement: Facilitate 15 or more customer interactions outside of normal work hours, including happy hours, lunches/dinners, and attending sporting events to strengthen relationships and build trust.

Incoming Lead Distribution:

• Opportunity Follow-through: Proactively follow through on sales and service opportunities, ensuring no lead is left unaddressed and that customers receive a seamless experience.

• Phone System Management: Enhance customer experience by managing and improving phone system processes based on feedback from administrative staff, ensuring smoother communication and increased customer satisfaction.

• Cross-Department Referrals: Provide a minimum of 25 referrals annually to other departments, fostering interdepartmental collaboration and expanding business opportunities within the company.

Marketing:

• Customer Outreach: Manage customer emails related to maintenance updates, special offers, customer appreciation gifts, and the distribution of new brochures to keep clients informed and engaged.

• Marketing Collateral Development: Assist in the creation and development of marketing materials, including brochures, presentations, and promotional content, to support sales efforts and enhance the company’s brand visibility.

Basic Customer Responsibility:

• Book of Business Management: Responsible for the management and growth of a $2 million book of business, ensuring customer satisfaction, retention, and growth within this portfolio.

• Site Inventory Management: Oversee and maintain an up-to-date inventory of customer sites, including fire alarm systems, sprinkler systems, CCTV, card access, and other critical safety and security equipment. Ensure all equipment is properly documented, serviced, and meets regulatory requirements.

Proven track record of meeting or exceeding client retention and revenue growth targets Strong business acumen with the ability to understand client industries and translate needs into actionable solutions Excellent organizational skills with the ability to manage multiple accounts and priorities simultaneously

Oliver Fire Protection and Security is a successful, diversified, family-owned business serving the fire protection community since 1957. Oliver Fire Protection & Security has a well distinguished history of a fire protection within the northeast region. Our core values respect our employees’ worth and contributions, emphasize teamwork and offer opportunities for personal and professional growth.