Account Manager, National Accounts

Introduction:

Are you committed to community safety? We work hard to protect clients, customers, and teammates from fire hazards by installing, maintaining, and inspecting fire suppression systems. Our fire suppression systems ensure uninterrupted operations in businesses you likely visit, and our technicians take pride in their communities, prioritizing safety for all. If you share this passion and commitment, let's talk about how you can join us in our mission and build your future with us! 

Position Summary: The National Accounts Manager (NAM) at Marmic Fire & Safety is responsible for the daily execution and oversight of large customer accounts and national brands. This role ensures that customer service and consistency of work are maintained across extensive geographic areas and/or multi-site customer needs. The NAM will manage a team of office professionals, oversee contract obligations, and ensure high levels of customer satisfaction and operational efficiency. Core Responsibilities:

Customer Service & Contract Management:

• Ensure all customer contractual obligations and Service Level Agreements (SLAs) are met or exceeded.
• Maintain a high level of customer service and address emergencies or time-sensitive requests promptly.
• Develop and sustain relationships with customers at multiple levels to retain and grow business.

Team & Operational Management:

• Manage a team of office professionals supporting national customer contracts.
• Oversee the execution of service calls, inspections, and repairs within expected timelines.
• Dispatch and manage recurring services and ensure adherence to due dates.

Pricing & Billing:

• Maintain and update customer pricing items as required.
• Ensure accuracy of billing and manage Accounts Receivable metrics.
• Ensure financials are closed and revenue and costs are reconciled monthly.

Customer & Affiliate Coordination:

• Answer calls from customers, salespeople, and managers, coordinating equipment and manpower needs.
• Recruit affiliate support when required to meet customer service deadlines.
• Maintain documentation and calendars for future work and ensure timely submission of deficiency quotes for customer approval.

Process Improvement & Development:

• Improve systems, processes, and policies to support company objectives.
• Assist in developing office and field training tools and documentation.
• Participate in meetings or conference calls as needed and handle any additional job duties assigned.

Field Engagement:

• Meet with customers and/or technicians in the field when required to ensure service quality and address any issues.

 

The above information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications

Minimum Qualifications:

• High school diploma or GED
• Strong work ethic with the ability to work independently and thrive in a fast-paced, high-volume environment.
• Detail-oriented with a professional attitude and reliable demeanor.
• Proficient in Excel and exporting from our field service management software, ServiceTrade
• Proficient in Microsoft 365
• Excellent organizational and time management skills with strong project management capabilities.
• Effective problem-solving skills with the ability to communicate clearly and professionally, both verbally and in writing.
• Experience with Adobe Creative Suite, graphic design principles, data collection/analysis, ERP, and CRM systems.
• Fluent in English, with the ability to speak and write proficiently.
• Capability to interact professionally with employees, customers, and the public.
• Strong public speaking skills and the ability to address all organizational levels.
• Valid Driver's License

Preferred Qualifications:

• Bachelor’s Degree from an accredited college in Marketing, Communications, or a related field.
• ServiceChannel or ServiceTrade
• Service Trade or Service Channel. 
• This is a remote position, but strong preference for living in the southeastern US, especially Charlotte, NC metro area.

Benefits & Perks:

At Marmic Fire and Safety, we offer more than just competitive pay. As a full-time employee, you'll enjoy a range of great benefits, including the below. Join us and enjoy a rewarding career with excellent perks!

 

• Employee Ownership Program
• Company-paid training programs and on-the-job training.
• Tele-health services if healthcare coverage is elected
• 401K plan with up to a 4% company match
• Medical, Dental and Vision Insurance effective the first of the month following your start date
• Accrual of up to 13 days of Paid Time Off (PTO) in your first year
• 7 Paid Holidays annually

Who We Are:

Since 1951, Marmic has focused on one mission: protecting the communities we serve. What began as a small, family-run fire protection business has grown into a trusted national partner for complete fire and life safety services. With 1,300+ team members and more than 50,000 customers, we deliver local, personal support backed by the strength and resources of a national organization.

 

As we’ve expanded - bringing more than 30 businesses into the Marmic family in just the past few years - we’ve built a culture where skilled technicians and industry experts can thrive, share their knowledge, and create lasting careers. We take pride in our work because it matters.

 

Every team member is also an owner of the company, sharing in the success they help create. That sense of ownership drives our culture of teamwork, accountability, and pride in craftsmanship. It also means our people are building a stronger financial future for themselves and their families.

 

Today, Marmic is one of the largest providers of comprehensive fire and life safety services in the country. Our teams install, inspect, and repair critical systems in industrial and corporate facilities, hospitals, schools, retail environments, and more—protecting lives and property every step of the way.

EEO Statement:

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.