Director of Account Management (Customer Success)

Job Posting: Oates Energy Manager of Account Management

Location: Jacksonville, FL - In person

Compensation: $80,000 – $90,000 base salary performance-based bonuses

About Us

We are a leading third-party utility billing and submetering company, specializing in water and sewer billing for multifamily apartment communities, condominiums, manufactured housing parks, and retail centers. We help property owners and managers streamline utility cost recovery while ensuring compliance, accuracy, and resident satisfaction.

Position Overview

The Manager of Account Management will lead our account management department, overseeing the team responsible for managing client properties, onboarding new accounts, and driving portfolio growth. This individual will set the standard for client service, coach and develop team members, and implement strategies to ensure efficiency, consistency, and growth across our property portfolio. This is a leadership role that requires balancing operational excellence with revenue expansion goals.

Key Responsibilities

Leadership & Team Development

• Supervise, mentor, and develop a team of Account Managers, including hiring, training, and performance management.
• Establish clear expectations, KPIs, and accountability measures for the department.
• Foster a collaborative, client-first culture with strong emphasis on communication and ownership.

Operational Oversight

• Oversee onboarding of new properties, ensuring accuracy, timeliness, and a seamless client experience.
• Standardize workflows and processes to improve efficiency across the department.
• Implement and enforce company Standard Operating Procedures (SOPs) consistently and fairly.

Client Success & Relationship Management

• Serve as the escalation point for high-value clients and sensitive situations.
• Develop strong relationships with property managers, ownership groups, and key decision makers.
• Monitor client health metrics, proactively addressing issues that could impact satisfaction or retention.

Growth & Revenue Expansion

• Create strategies to grow wallet share across the existing portfolio, including upselling additional services or expanding service coverage.
• Partner with leadership on revenue targets and departmental growth initiatives.
• Identify trends and opportunities across the portfolio to inform business development strategies.

Strategic Planning & Reporting

• Analyze client and portfolio performance data to identify risks, opportunities, and areas for improvement.
• Provide regular reporting to senior leadership on departmental performance, client retention, and revenue growth.
• Lead cross-functional initiatives with billing, operations, and field services to ensure alignment and service delivery.

Qualifications

• 5 years of experience in account management, client services, or operations, with at least 2 years in a leadership role.
• Demonstrated success in building and managing high-performing teams.
• Strong organizational and process management skills.
• Proven ability to expand revenue within existing client accounts.
• Excellent communication and conflict-resolution abilities.
• Industry experience in utilities, property management, or related field preferred.
• Bachelor’s degree or equivalent professional experience.

Compensation & Benefits

• Base Salary: $80,000 – $90,000 annually.
• Bonus Structure: Performance-based bonuses tied to wallet share growth of the current property portfolio.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off and holidays.

What Success Looks Like

• A high-performing account management team consistently meeting KPIs.
• Strong client relationships leading to excellent retention rates.
• Growth in wallet share across managed properties.
• Efficient and scalable account management processes that support company expansion.