Key Account Manager

L.A. Hydro-Jet & Rooter Service•Los Angeles, CA

6d•$80,000 - $100,000•Hybrid

About The Position

L.A. Hydro Jet & Rooter Services is seeking a Key Account Manager to join our team! The Key Account Manager (KAM) will be responsible for protecting, strengthening, and growing LA Hydro-Jet’s (LAH) most important customer relationships. This person will serve as the primary relationship owner for an assigned portfolio of key accounts, developing strong connections with decision-makers, understanding each customer’s business and service needs, and proactively identifying opportunities to expand LAH’s share of their business across multiple service lines. The KAM will accomplish this through regular customer contact, account planning, quarterly or semiannual business reviews, site visits, relationship-building activities, and close coordination with LAH’s operations, sales, estimating, and service teams to ensure the customer receives consistent value and strong support. Success will be measured primarily by year-over-year revenue growth within assigned accounts, customer retention, increased penetration of LAH services, and the strength of the overall customer relationship. The KAM will be expected to understand where each account stands financially, identify why an account is growing or declining, maintain a pipeline of expansion opportunities, and take action when business is at risk. Ultimately, the role is successful when key customers view LA Hydro-Jet as a trusted partner and increasingly choose LAH as their primary—or preferred—service provider. This position is expected to spend meaningful time with customers and in the field rather than working exclusively from a desk. The role may involve customer-site visits, office meetings, business meals, industry events, and approved entertainment activities. The employee must maintain professional judgment regarding gifts, entertainment, confidentiality, customer policies, and conflicts of interest. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role. Act as the primary relationship owner when an assigned customer has a complaint, service failure, or escalation. Coordinate with Operations and department leadership to understand root cause, corrective action, and customer communication. Stay engaged until the customer confirms that the issue has been resolved appropriately. Escalate material retention risks or competitive threats promptly to leadership.

Requirements

3-5+ years of B2B account management, strategic customer success, relationship management, or consultative sales experience.
Demonstrated experience managing a book of business, large customer relationships, or multi-location accounts.
Track record of retaining and growing existing customer revenue.
Strong consultative selling, cross-selling, negotiation, and opportunity-development skills.
Strong written, verbal, and presentation skills, including comfort presenting to customer leadership.
Ability to analyze account revenue, service mix, trends, and opportunities using CRM and basic reporting tools.
Strong organizational skills with disciplined follow-up and calendar management.
Valid driver's license, a clean MVR, and ability to travel locally throughout LA Hydro-Jet's service territory.
Availability for occasional early-morning, evening, weekend, customer, or industry events as business needs require.

Nice To Haves

Experience in property management, facilities, commercial services, plumbing, HVAC, restoration, waste, construction, or another B2B field-service industry.
Experience with property-management companies, facility teams, restaurants/hospitality groups, multifamily operators, or other multi-site customers.
Experience conducting quarterly business reviews (QBRs), account-planning meetings, or executive customer presentations.
Experience with ServiceTitan or a comparable CRM/field-service platform.
Bachelor's degree in business, marketing, communications, or a related field is preferred but not required in place of strong relevant experience.

Responsibilities

Protecting, strengthening, and growing LA Hydro-Jet’s (LAH) most important customer relationships.
Serving as the primary relationship owner for an assigned portfolio of key accounts.
Developing strong connections with decision-makers.
Understanding each customer’s business and service needs.
Proactively identifying opportunities to expand LAH’s share of their business across multiple service lines.
Conducting regular customer contact, account planning, quarterly or semiannual business reviews, and site visits.
Engaging in relationship-building activities.
Coordinating closely with LAH’s operations, sales, estimating, and service teams.
Ensuring the customer receives consistent value and strong support.
Understanding where each account stands financially.
Identifying why an account is growing or declining.
Maintaining a pipeline of expansion opportunities.
Taking action when business is at risk.
Acting as the primary relationship owner when an assigned customer has a complaint, service failure, or escalation.
Coordinating with Operations and department leadership to understand root cause, corrective action, and customer communication.
Staying engaged until the customer confirms that the issue has been resolved appropriately.
Escalating material retention risks or competitive threats promptly to leadership.