Position Summary
The Account Manager / Customer Success Manager serves as a customer relationship and business development specialist for Mighty Dog Roofing of Western Montana. This position is responsible for improving the customer experience, increasing sales conversion rates, keeping up on our local social media marketing, promoting the business through networking events, generating additional business from existing prospects, and creating referral opportunities throughout the customer journey.
This role works closely with the sales team by maintaining consistent communication with prospects and customers while ensuring no opportunity falls through the cracks in AccuLynx. The Account Manager will also actively generate new business through networking, community involvement, social media, referral programs, and customer relationship management.
Primary objectives:
· Increase customer satisfaction
· Improve lead response times
· Increase sales close rates
· Generate referral business
· Reactivate aged prospects
· Strengthen Mighty Dog Roofing's local brand presence
Primary ResponsibilitiesCustomer Success & Communication
· Conduct ongoing follow-up with all open estimates.
· Conduct project completion calls.
· Request Google reviews.
· Request referrals.
· Introduce customers to maintenance programs and future services.
Lead Management and Sales Support
· Daily review of AccuLynx pipeline.
· Contact prospects according to company follow-up schedule.
· Re-engage aged opportunities.
· Maintain detailed notes within AccuLynx.
· Ensure every lead receives appropriate follow-up.
· Assist in recovering stalled or forgotten opportunities.
· Coordinate appointments for sales representatives.
· Help move prospects through the sales process.
Customer Retention
· Project completion calls.
· Customer satisfaction calls.
· Promote additional exterior services.
· Generate repeat business opportunities.
Referral & Lead Generation
· Discuss referral program with completed customers.
· Develop relationships with Realtors, Insurance Agents, Property Managers, Builders, HOA Managers, and Local Businesses.
· Attend community networking events.
· Participate in home shows and company events.
· Create strategic referral partnerships.
· Assist with neighborhood marketing campaigns.
· Attend at least one networking event each week.
Social Media & Marketing
· Create Facebook and Instagram content weekly.
· Capture project photos and videos.
· Obtain customer testimonials.
· Promote completed projects.
· Share community involvement.
· Encourage online engagement.
· Assist with reputation management.
Administrative Responsibilities
· Maintain complete customer records.
· Update AccuLynx daily.
· Document every customer interaction.
· Maintain accurate follow-up schedules.
· Prepare customer correspondence.
· Assist with office communication as needed.
Performance Expectations (KPIs)
Customer Experience
· Customer satisfaction scores
· Google Reviews generated
· Customer communication quality
· Response time
Sales Support
· Lead response time
· Proposal follow-up completion
· Close rate improvement
· Reactivated opportunities
Lead Generation
· Self-generated leads
· Referral leads
· Networking leads
· Social media-generated leads
Administrative
· AccuLynx note completion
· Pipeline management
· Customer communication documentation
Required Qualifications
· Strong customer service skills
· Excellent written and verbal communication
· Organized and detail-oriented
· Positive attitude and professional appearance
· Comfortable making outbound customer calls
· Basic sales ability
· Social media proficiency
· Computer proficiency
· Experience with CRM software (AccuLynx preferred)
· Valid driver's license and reliable transportation
· Prior experience in roofing, trades, etc., a plus.
Core Values
· Win3 - We create win, win, win environments for those that are directly involved in our business. Our focus on Customers, Vendors, and Employees is unmatched.
· SME - The tireless pursuit of product knowledge makes our employees Subject Matter Experts (SME) in their fields.
· Own It - Ouch....something went wrong, time to raise my hand and accept responsibility. Hooray... Something went incredible right, time to raise my hand celebrate a big win!
· Plan to Succeed - Plan for success and you will be successful, period! Our Personal lives and work lives have a plan where failure is never considered as an option
Reporting Structure
Reports to: Sales Manager
Works closely with: Sales Representatives, Production Team, Office Staff, and Marketing Partners.
Success in This Role
A successful Account Manager / Customer Success Manager will ensure that every lead is followed up, every customer feels valued, every project ends with a satisfied client, and every completed job creates opportunities for referrals and future business. This role is central to increasing conversion rates, strengthening customer loyalty, and driving long-term growth for Mighty Dog Roofing of Western Montana.
Pay: $35,000.00 - $75,000.00 per year
Benefits:
- 401(k) matching
- Flexible schedule
- Paid time off
Work Location: In person
