Retention Account Manager
Job Description
Make a difference, protect lives, and achieve your dreams. Build your career with the industry-leading fire, life safety and security company.
The Retention Account Executive is responsible for managing and growing an assigned portfolio of existing customer accounts. This role focuses on building strong, long-term relationships, ensuring customer satisfaction, driving contract renewals, and identifying opportunities for upselling and cross-selling additional products and services. The Retention Account Executive does not engage in new logo acquisition and instead concentrates on retaining and expanding current accounts.
Benefits and Perks:
- Excellent pay
- Medical, dental, vision
- Company paid life insurance
- Company paid short-term disability
- 401K with employer match
- Paid vacation and company holidays
- Training and Career Development
- Company vehicle (if job applicable)
- Immediate qualification for the ALL In Ownership Plan for all eligible full-time employees
Pye-Barker Fire and Safety is an Equal Opportunity Employer
Responsibilities
Essential Duties & Responsibilities:
- Serve as the primary point of contact for assigned existing customer accounts.
- Build and maintain strong, long-term client relationships
- Manage customer renewals, contract extensions, and pricing discussions
- Proactively identify opportunities for upselling and cross-selling additional services or solutions
- Collaborate with internal teams including operations, service, billing, and leadership to ensure
- customer needs are met
- Address and resolve customer concerns in a timely and professional manner
- Monitor account performance and ensure service delivery aligns with contractual agreements
- Maintain accurate records of customer interactions, opportunities, and forecasts within the CRM
- system
- Support customer retention initiatives and contribute to overall revenue growth goals
- Primarily relationship-driven role focused on existing accounts
- Minimal to no cold calling or new business prospecting
- May require periodic client meetings and site visits as needed
- Customer retention and renewal rates are tracked to measure long-term account stability.
- Revenue growth within existing accounts reflects the success of account expansion efforts.
- Upsell and cross-sell performance indicates the effectiveness of identifying additional customer needs.
- Customer satisfaction and relationship health are monitored to ensure strong, ongoing partnerships.
Other Duties:
- Adheres to the Code of Conduct, Confidentiality Agreement, and Company Safety Policy.
- Performs other duties as assigned
Job Requirements
Education/Qualifications:
- Minimum of 2 years of account management experience is required.
- Will require periodic client meetings and site visits as needed.
- Strong relationship-building and communication skills
- Ability to identify customer needs and present appropriate solutions
- Excellent organizational and time-management skills
- Experience working with CRM systems
- Ability to collaborate effectively across departments
- Experience in a service-based, construction, or technical industry
- Background in contract management and renewals
- Familiarity with long-term customer relationship management
