Key Account Specialist

Who We Are:

American Repair Maintenance (ARM) began over 30 years ago as a small two-person operation to service several premier video stores. Since that time, we have evolved into a data-driven, full-service repair, and preventative maintenance partner across all trades serving over 20,000 locations in the US of some of the finest retail brands. We are more than just a repair and maintenance company. We are a strategic partner for our clients as we continue to innovate and grow our organization. We work hard to put our customers’ needs first, support our team members with a dynamic culture, provide great benefits, and create technology-enabled work processes that make their jobs easier. We know that our strong commitment to people is what sets us apart along with our strong core values that guide our day-to-day operations. These core values ensure we are moving in the right direction. They are:

• Authenticity in Action: – Do what you say. Own what you do.
• Raise Each Other Up: – When our people thrive, ARM thrives.
• Momentum Together: – Keep showing up. Keep growing. Keep going.

Who You Are:

We are currently searching for a Key Account Specialist, reporting to our Client Service Supervisor, to join our Client Services team and deliver exceptional account coordination and service excellence. This is a perfect opportunity for a client-focused, detail-oriented professional who thrives on building relationships, driving operational efficiency, and being the trusted point of contact for our most important accounts.

In this role, you will be able to jump in and make an immediate impact. Specifically, you will:

• Resonate with our mission, vision, and values as an organization and foster a culture of accountability within our workforce that reflects these values
• Serve as the dedicated point of contact for assigned key clients, managing all service-related matters with urgency and professionalism
• Build and maintain strong, long-term client relationships through proactive communication and consistent service excellence
• Act as the first path of escalation for client concerns, ensuring timely resolution and high satisfaction
• Conduct regular client communications to provide updates, gather feedback, and strengthen existing business relationships
• Review all work orders after first visit to assess completion status and determine appropriate next steps
• Identify and coordinate material needs, proposal requirements, and additional service opportunities
• Drive work order efficiency by reducing routing time and streamlining service delivery processes
• Run and analyze overdue reports to ensure timely fulfillment of client commitments
• Monitor workflow bottlenecks and implement solutions to improve turnaround times
• Coordinate with the Client Service Coordinator team to ensure work orders are properly closed and billed in accordance with contract requirements
• Monitor and manage client-driven metrics to ensure Service Level Agreements (SLAs) are consistently met
• Prepare and compile information for Quarterly Business Reviews (QBRs) and provide regular reporting on account status and key performance indicators
• Align with business development initiatives by providing account data and metrics to support new business opportunities

Qualifications:

• 2 years of experience as a customer service lead, client services, or account management role 
• Strong organizational skills with demonstrated ability to manage multiple client accounts and competing priorities simultaneously
• Excellent written and verbal communication skills, including strong group communication abilities
• Proficiency with work order management systems, CRM platforms, and reporting tools
• Detail-oriented with strong follow-through and a problem-solving mindset
• GED or High School Diploma required; Associate’s or Bachelor’s degree in Business Administration, Business Communication, Operations Management, or a related field preferred
• Intermediate proficiency in Microsoft Office Suite, with strong Excel skills including formulas, pivot tables, and data analysis a plus
• Experience in facilities management, field services, or construction is a plus

What You’ll Bring:

• A client-first mindset — you anticipate account needs before they become problems and respond with urgency and professionalism
• Strong analytical thinking — you’re comfortable working with data, reports, and performance metrics to identify trends and drive improvements
• Operational discipline — you manage work order pipelines and account activity with a process-focused, efficiency-driven approach
• Clear, professional communication — you engage confidently across phone, email, and in-person settings at all organizational levels
• A collaborative spirit — you work effectively across internal teams, coordinators, and leadership to achieve shared client and operational goals
• Reliability and accountability — you follow through on commitments, meet deadlines, and take ownership of your accounts from start to finish
• Solutions-oriented thinking — you bring a proactive, anticipatory approach to account issues and escalations, finding resolutions before they compound

What You’ll Get:

Besides working with a great team in a stable and fast-growing company, you’ll receive a competitive salary, along with:

• Competitive medical, dental, and vision insurance
• Optional life and long-term disability insurance
• Optional voluntary AD&D and short-term disability insurance
• 401(k)
• Paid time off
• 6 paid company holidays
• Hybrid work schedule — four (4) days in office, one (1) day remote

Equal Employment Opportunity