Account Manager

Alarm Detection Systems•Hammond, IN

5h•Onsite

About The Position

The Account Manager is responsible for managing, retaining, and growing an assigned portfolio of customer accounts by protecting recurring revenue, strengthening relationships, and identifying opportunities for upgrades, add-ons, referrals, and re-engagement. This role supports outside sales representatives with activities focused on facilitating team wins, driving sales opportunities, and strengthening customer relationships through proactive outreach, lead qualification, appointment setting, and coordination throughout the sales process. Additionally, the Account Manager serves as a consultative resource by identifying retention risks, resolving concerns, recommending solutions, and maintaining accurate CRM documentation. This is a developmental sales role with the expectation of progressing into an Outside Sales Representative position within 6–12 months based on performance and readiness. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Alarm Detection Systems is an EEO employer.

Requirements

High School Diploma or equivalent is required.
Ability to build, maintain, and strengthen long-term customer relationships.
Strong customer retention mindset with the ability to identify and mitigate attrition risks.
Ability to proactively engage customers through structured outreach and follow-up strategies.
Strong verbal and written communication skills with the ability to present solutions clearly and professionally.
Effective consultative selling skills to identify upgrades, add-ons, and expanded service opportunities.
Ability to re-engage inactive or previously quoted accounts and uncover renewed business potential.
Strong negotiation and influence skills while maintaining customer satisfaction and company profitability.
Ability to generate, cultivate, and document qualified referrals.
Strong organizational skills with the ability to manage multiple accounts and priorities simultaneously.
Time management skills to maintain consistent outreach and pipeline activity.
Detail-oriented with the ability to accurately document all customer interactions in CRM systems.
Ability to analyze customer needs and recommend appropriate security solutions.
Problem-solving skills to address customer concerns and service-related challenges.
Self-motivated, disciplined, and results-driven with the ability to work independently.
Professional appearance and demeanor when representing the company in customer-facing environments.
Proficiency in Microsoft Office and CRM platforms.
Ability to collaborate cross-functionally with sales, operations, installation, and customer service teams.
Adaptability in a fast-paced, goal-oriented sales environment.
Ability to travel within the company territory to conduct customer visits and meetings.
Ability to communicate effectively in English; bilingual capabilities are a plus.
Must be able to obtain a Permanent Employee Registration Card from the State of Illinois Department of Financial and Professional Regulation (Illinois employees only).
Maintain a driver’s license, maintain an insurable driving record, and be capable of driving on company assignments.

Nice To Haves

Bachelors Degree in Business Administration, Professional Sales, Marketing, or a related field is preferred.
Account management, sales, or customer relationship experience is highly preferred.
Alarm industry experience is a plus.

Responsibilities

Manage, retain, and grow an assigned portfolio of customer accounts to protect recurring revenue and strengthen long-term relationships with key decision-makers.
Support outside sales representatives by identifying and qualifying opportunities, setting appointments, and assisting with moving opportunities through the sales process.
Partner with outside sales representatives to develop pipeline, coordinate opportunities, and ensure effective handoff and follow-through.
Conduct proactive outreach through phone, virtual, and in-person interactions to maintain customer engagement and identify business needs.
Identify retention risks, address customer concerns, and recommend appropriate solutions to maintain customer satisfaction and loyalty.
Analyze customer accounts to identify opportunities for upgrades, add-ons, expanded services, referrals, and re-engagement of inactive opportunities.
Maintain consistent follow-up on leads, proposals, and customer requests while ensuring accurate and timely documentation in the CRM system.
Serve as a liaison between customers and internal teams to facilitate communication, resolve issues, and support a positive customer experience.
Collaborate cross-functionally with sales, operations, installation, and customer service teams to support execution and achieve business objectives.
Represent the company professionally at customer meetings, networking events, and company functions.
Travel within the assigned territory to conduct customer visits and meetings.
Attend sales meetings, training sessions, and company events as required.
Develop the skills, product knowledge, and sales competencies necessary to transition into an Outside Sales Representative role within 6–12 months, based on performance and business needs.
Adhere to all company policies and procedures.
Must be punctual and adhere to attendance standards.
Other duties as assigned by management.