Account Manager

Interstate – A Premier Facility Services Provider•Horsham, PA

1d•Onsite

About The Position

The Account Manager is responsible for building and maintaining strong customer relationships while ensuring high-quality service delivery for assigned accounts. This role serves as the primary point of contact for customers, coordinates with field crews and operations teams, resolves service issues, and identifies opportunities to grow accounts through additional services. The ideal candidate is customer-focused, organized, responsive, and comfortable balancing relationship management with day-to-day operational coordination in a fast-paced service environment.

Requirements

High school diploma or equivalent required; Associate’s or Bachelor’s degree preferred.
2+ years of account management, customer service, sales, or operations experience.
Experience in window cleaning, facilities services, janitorial, building maintenance, or service-based industries preferred.
Strong customer service and relationship-building skills.
Excellent verbal and written communication.
Strong organization and time management skills.
Ability to manage multiple accounts and priorities.
Problem-solving and conflict-resolution skills.
Proficiency with email, Microsoft Office, CRM, and scheduling software.
Valid driver’s license may be required.

Nice To Haves

Knowledge of commercial property service environments.
Experience with route-based or recurring service scheduling.
Proposal and pricing experience.
Ability to read work scopes and communicate service expectations clearly.
Comfortable visiting customer sites when needed.

Responsibilities

Serve as the primary point of contact for assigned commercial and/or residential clients.
Build strong relationships through regular communication and proactive follow-up.
Conduct customer check-ins to ensure satisfaction with window cleaning and related services.
Address customer concerns, complaints, and service requests promptly and professionally.
Resolve issues by coordinating with operations and following through until completion.
Maintain detailed account notes, service preferences, and customer communications.
Maintain customer satisfaction and retention within assigned portfolio.
Identify opportunities to expand services including: Interior and exterior window cleaning, High-access/window restoration services, Pressure washing, Gutter cleaning, Glass repair/restoration, Seasonal or recurring maintenance programs.
Prepare proposals, quotes, and service recommendations.
Renew service agreements and manage recurring service schedules.
Monitor contract terms and ensure customer expectations are met.
Partner with scheduling and field leadership to ensure services are completed on time and according to scope.
Communicate customer expectations and special instructions to crews.
Monitor upcoming work and confirm readiness for scheduled services.
Follow up on completed work to verify quality and customer satisfaction.
Coordinate reschedules or service adjustments when needed.
Maintain accurate account records in CRM or scheduling systems.
Track renewals, service history, proposals, and customer communications.
Assist with invoicing questions and collections follow-up as needed.
Prepare account activity reports and retention metrics.
Support onboarding of new accounts and transition of sold work to operations.