Account Manager - Sprinkler Service

Job ID# 26- 16

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.
• Customer Retention: Ensure 100% retention of all assigned customers by fostering strong, ongoing relationships and maintaining excellent service delivery.
• Continuous Feedback Loop: Promote and encourage constant feedback from customers, identifying areas for improvement and ensuring their needs are met proactively.

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.
• Company Events Leadership: Lead and participate in at least one large company-sponsored customer event, fostering customer engagement and brand awareness.
• Industry Involvement: Attend a minimum of six industry association meetings annually to stay informed on industry trends and maintain professional relationships with peers.

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.

Measurables:

• Inspection, Service, and Monitoring Spend: Track and manage the total spend on inspections, service, and monitoring for your customer accounts, ensuring alignment with overall budget and revenue goals.
• Product Purchases & Support: Monitor the number of products purchased or supported by aiming to expand product sales within your existing customer base.
• Exclusive Contractor Status: Work towards securing and maintaining status as the sole contractor for key products, strengthening customer loyalty and expanding service contracts.
• Annual Growth: Achieve a target of 10% annual growth in revenue from your assigned customers, consistently driving business expansion and profitability.

Support:

• Work Tracking: Efficiently track and document all work completed, including service requests, inspections, and maintenance activities, ensuring all tasks are recorded and completed on time.
• Proposal Development: Create and manage proposals for service, upgrades, and new business opportunities, ensuring accurate pricing and clear communication with customers.
• Project Planning: Develop detailed plans for ongoing or upcoming projects, coordinating schedules, resources, and timelines to ensure smooth execution.
• Monthly Reporting: Prepare and submit monthly reports detailing project progress, sales performance, customer feedback, and other key metrics to leadership, ensuring transparency and alignment with business goals.

Oliver Fire Protection offers a competitive compensation package including; Salary, Comprehensive Benefits Package including; Medical, Dental, Life, LTD, Profit sharing program.

Ready to take the next step?

Simply click the Apply For Job button below and email your resume and cover letter to [email protected]

Job Department

FS Service

Job Type

Full Time

Job Location

501 Feheley Drive King of Prussia, PA 19406

Job Expiry Date

2026-02-28