Role Overview

Serve as the primary point of contact and overall account lead for assigned clients.
Build and maintain strong, long-term relationships with onsite decision-makers.
Manage a large client portfolio that may include up to 100 multifamily communities.
Conduct regular onsite visits, bi-weekly calls, and ongoing email communication in line with branch cadence.
Track all client interactions, activity, and outcomes in CRM systems.
Achieve defined client success KPIs including retention, revenue penetration, and services per client.
Own client retention by proactively identifying risks, addressing concerns, and preventing churn.
Monitor account health, service usage patterns, and satisfaction feedback.
Conduct regular portfolio reviews to identify service gaps and expansion opportunities.
Develop and implement action plans to strengthen engagement and long-term partnerships.
Act as the lead contact for service delivery issues, following established escalation and resolution processes.
Partner closely with Service Delivery Managers and subcontractors to ensure timely, high-quality service.
Facilitate change orders, approvals, and adjustments to meet client expectations and branch revenue goals.
Collaborate with internal teams including Order Processing, Billing, Sales, and Branch Operations to resolve complex issues efficiently.
Conduct follow-ups after issue resolution to confirm satisfaction and rebuild confidence.
Grow assigned accounts through upselling and cross-selling additional MultiPro services.
Align service recommendations with client feedback, performance data, and evolving business needs.
Share leads and opportunities for new core services with branch leadership and sales partners.
Lead the onboarding and transfer-of-trust process for new clients.
Conduct property walks with maintenance leaders to align on scope of work, service expectations, and pricing.
Support recruiting, onboarding, and deployment of subcontractor resources to meet service demand.
Ensure compliance with systems and processes related to work orders, pricing, preferred resources, and subcontractor availability.
Partner with clients to stay aligned with changing operational and business objectives.
Support national account initiatives, pilots, and strategic wins as needed.
Gather, track, and analyze client feedback to identify trends and drive continuous improvement.

Requirements

5+ years in B2B account management, client success, service delivery, or project management roles.
Proven ability to build trust with onsite and executive-level decision-makers.
Strong time management and prioritization skills in a fast-paced, high-volume environment.
Deep understanding of service delivery, coordination, and issue resolution.
Analytical and proactive in identifying risks and implementing solutions.
Proficiency with CRM and work order management platforms; Salesforce preferred.
Experience recruiting and onboarding service partners is a plus.
Consistently operates with professionalism, confidentiality, and high ethical standards.
Bachelor’s degree preferred.
Bilingual (English/Spanish) a plus.

Benefits

Health Benefits: Medical, dental, and vision coverage for you & your family, plus HSA with employer contributions and Flexible Spending Accounts
Financial Security: 401k with company match, life and disability insurance, AD&D, and business travel coverage
Flexible Time Off: No preset accruals—manage your time and work-life balance your way, plus 10 company-paid holidays.
Professional Development: Tuition reimbursement up to $5,250 per year and access to our online education center
Additional Perks: Referral bonuses, pet insurance, associate assistance programs, discount programs, rewards, recognition, and free access to Torch Fitness virtual programs

Territory Manager – Peripheral Vascular Interventions

Key skills

About this role