Service Account Manager

Dcc Companies•San Diego, CA

5d•Hybrid

About The Position

Matrix Construction Services is a 100% employee-owned multifamily contractor specializing in repair, renovation, and repositioning. We work in occupied communities alongside property managers, regional directors, ownership groups, and asset managers. The Service Account Manager (SAM) is the relational heartbeat of our service business. This role is responsible for maintaining and deepening relationships at the property level across our existing client base, generating service and small capital opportunities through consistent presence and genuine curiosity, and surfacing the capital-level opportunities that our Account Managers pursue. The SAM is the person our clients call first — and this role is built around earning and keeping that position. This is not a transactional sales role. It is a relationship role that requires patience, discipline, and the kind of curiosity that makes clients feel heard rather than sold to. The right person for this role understands multifamily — the pressures of occupied communities, the layers of approval that govern decisions, and the trust that has to be built before any of that gets easier.

Requirements

Experience in the multifamily industry — property management, construction, or a related field — is strongly preferred; we are looking for someone who already understands this world, not someone learning it on the job.
Demonstrated experience in a client-facing role where relationship building, follow-through, and account retention were core responsibilities.
Familiarity with CRM platforms such as HubSpot or similar is preferred.
Familiarity with Smartsheet is a plus.
Working knowledge of construction or facilities management is a plus.
Genuinely curious — you ask more questions than you give answers, and clients leave conversations feeling understood rather than sold to.
Disciplined and self-directed — you manage your own territory, your own calendar, and your own pipeline without needing to be told what to do each day.
Resilient and consistent — you show up the same way on a hard week as you do on a good one.
Coachable — you receive feedback well, apply it, and actively look for ways to improve.
Respectful in every environment — with property managers, residents, maintenance staff, and ownership groups alike.
Ability to conduct property visits and site walks including outdoor environments and active construction sites.
Proficiency in Microsoft Office and comfort learning new software platforms.

Responsibilities

Maintain consistent, purposeful contact with an active portfolio of existing service clients — not reactive check-ins, but structured visits and conversations with a clear goal.
Serve as the primary day-to-day relationship contact at the property and property management level, ensuring our clients feel supported, informed, and valued between projects.
Earn the position of first call for service needs on existing accounts, and work toward that same position on new accounts over time.
Identify and surface needs thoughtfully — anticipating what a client will need before they ask, without overwhelming them with everything that needs attention at once.
Conduct targeted prospecting visits to new properties within our geographic focus — San Diego and Inland Empire — prioritizing age-appropriate assets with recurring service potential.
Identify capital improvement opportunities within the existing service client base and introduce them to the Account Manager for pursuit.
Ask for referrals and introductions consistently — to other properties in the portfolio, to regional contacts, and to decision-makers above the property level.
Actively participate in industry associations and networking events to build market presence and generate relationship opportunities.
Log all client activity, visit notes, and opportunity intelligence in our CRM same day — every conversation, every next step, every piece of intelligence gathered.
Follow up on all open service proposals on a weekly basis — no bid goes unattended.
Flag capital opportunities to the Account Manager immediately — same day, not end of week.
Complete deal debriefs on lost service opportunities — what happened, what we’d do differently, what we learned.
Collaborate closely with estimating to ensure service proposals are accurate, complete, and delivered on time.
Communicate client context and relationship history clearly when handing off work to the project and field teams.
Support the Account Manager in advancing capital relationships that originated from service accounts.