Senior Account Manager and Customer Success Manager

I manage a portfolio of more than 200 commercial client accounts as the primary relationship owner and trusted advisor. I build long-term relationships with executives, property managers, engineers, and business owners through proactive communication, responsive support, and strategic guidance.

I coordinate cross-functional projects, resolve customer issues, prepare proposals, and communicate recommendations aligned with client and business objectives. I lead compliance initiatives for seven building representatives, prepare complex FDNY submission packages, exceeded the annual submission goal with 42 completed plans versus a goal of 36, and train new employees to improve onboarding and service consistency.

I managed national commercial accounts and served as the primary point of contact throughout the customer lifecycle. I maintained ongoing client communication, prepared proposals and estimates, and supported long-term account relationships.

I coordinated vendors, technicians, facility managers, and internal teams to ensure projects were completed successfully. I also resolved escalated customer concerns and partnered with accounting and operations to support timely delivery.

I delivered customer service during emergency situations and resolved complex customer concerns in a fast-paced environment. I coordinated service requests while maintaining a professional, responsive customer experience.

I maintained accurate documentation and supported the timely handling of customer needs. My work required attention to detail, calm communication, and effective issue resolution.

I supported office operations, reporting, reconciliations, and customer service activities. I helped maintain efficient day-to-day administrative processes and accurate operational records.

I also trained new employees and contributed to improvements in operational efficiency. My responsibilities required organization, reliability, and strong communication across office functions.

I resolved escalated customer issues and provided high-quality technical support. I focused on clear communication, effective troubleshooting, and delivering positive customer outcomes.

I mentored new team members and supported quality assurance initiatives centered on customer satisfaction. This role strengthened my leadership, coaching, and escalation-management capabilities.