Account Manager (Water Management)

Position Title: Account Manager (AM)

Reporting To: Director of Account Managers

Location: This is a hybrid position requiring travel in the Orlando, FL, metro area and working remotely from home.

Position Overview

Project Delivery: Lead end-to-end delivery of water management services for hospital and/or hospitality clients, from initiation through closeout.

Client Retention: Drive client retention by fostering strong relationships, ensuring consistent delivery of value, and proactively addressing client needs and concerns to maintain long-term partnerships.

Client Engagement: Serve as the primary client contact, ensuring stakeholder alignment and satisfaction throughout the engagement lifecycle.

Sales Support: Identify and surface additional sales opportunities within the existing client portfolio, generating qualified leads for the Sales team.

Planning & Scheduling: Develop detailed execution plans in alignment with the scope of work and in coordination with site-level points of contact.

Technical Oversight: Coordinate with engineering teams, water quality specialists, and infection control professionals to implement site-specific water management programs.

Risk Management: Identify project risks (technical, operational, or regulatory) and develop mitigation strategies.

Compliance & Documentation: Ensure all projects meet applicable water safety standards (e.g., CDC, ANSI/ASHRAE 188, ANSI/ASHRAE 514, ANSI/AAMI 108, CMS, Joint Commission) and maintain complete, accurate documentation in Phigenics' systems of record.

Training & Education: Support client staff education on water management program implementation, monitoring, and maintenance.

Quality Assurance: Review audit reports generated by the quality team and address findings with the client.

Reporting: Prepare and present progress reports, performance metrics, and deliverables to client leadership.

Vendor & Contractor Coordination: Manage relationships with third-party vendors and subcontractors as required.

Contract Renewals: Own the end-to-end contract renewal process, including reviewing scope with clients, participating in renewal negotiations, and following up to ensure purchase order delivery for the renewal period.

Key Responsibilities

The Account Manager is responsible for planning, executing, and delivering water management programs within hospital and hospitality environments, ensuring compliance with regulatory standards and supporting clients in reducing waterborne pathogen risk, optimizing water system performance, and sustaining long-term water safety programs. The ideal candidate combines strong relationship and program-management skills with working knowledge of facility operations, plumbing systems, and water safety best practices.

Client Retention, Sales & Contract Renewal

Deliver a consistently high standard of service and support, anticipating and addressing client needs in a professional, timely manner to drive strong client retention.

Leverage Phigenics' industry expertise and the PhiAnalytics platform to reinforce the value Phigenics delivers to each client.

Coordinate the contract renewal process for all assigned clients, working with the Contracts team to review scope with clients, participate in renewal negotiations as needed, and follow up on purchase order issuance once terms are agreed.

Identify additional sales opportunities within the client portfolio and generate qualified leads for the Sales team.

Program Development

Attend the client kickoff meeting in person, with a focus on relationship-building.

Perform an on-site survey to support the Program Development Manager (PDM) in developing the site's Water Management Program (WMP), including confirming the Process Flow Diagram (PFD), taking chlorine and temperature readings, and identifying potential sampling locations.

Conduct on-site training for the client's Water Management Team (WMT) on sample collection, hazard control data capture, and use of PhiAnalytics.

Develop the risk characterization matrix and related sampling plan.

Ensure core WMP documents reside and are periodically updated, in PhiAnalytics.

Client Facilitation & Meetings

Schedule and plan facilitation meetings for the duration of the contract, including coordinating with client personnel to arrange meeting logistics (e.g., a Teams forum), reviewing prior notes and action items, and verifying pertinent records in advance.

Promptly document all completed tasks in ClickUp.

Conduct remote and on-site facilitation meetings with the client's WMT, covering: review of open action items; documented program verification and validation results and actions; clinical surveillance updates; construction and survey-readiness discussion; and relevant industry updates. Document meeting notes and action items in PhiAnalytics no later than 5 business days after the meeting.

Interpret validation results and provide guidance on next steps and appropriate responses within 24–48 hours of results posting.

Provide formal Phigenics recommendations and document team decisions in PhiAnalytics.

Continuously assess client satisfaction and identify and escalate any emerging issues.

Perform an annual reassessment to confirm the continued accuracy of program documentation.

Conduct client business reviews at least annually (more frequently where warranted by real or perceived issues, or client/internal transitions), coordinating with the Sales team to structure meetings that clearly address current performance, priorities, opportunities, risks, and next steps.

Following each meeting, ensure notes, action items, and any offline verification are documented, and the team is notified of completion; submit WMP updates to Production via Jira; and finalize task completion in ClickUp.

Support clients with standards and accreditation compliance, including providing documentation and records during accreditation surveys (which may require additional or after-hours support). Most commonly applicable standards include ANSI/ASHRAE 188, ANSI/ASHRAE 514, and ANSI/AAMI 108.

Support the client's WMT with PhiAnalytics platform training and additional water management education as needed.

Provide technical consultation to clients, applying Phigenics' diagnostic and engineering solutions, or helping identify appropriate third-party solutions, to resolve client issues.

Validation

Work with sales support, water management support staff, and on-site personnel to ensure all validation testing is completed on schedule, consistent with the sampling and contracted plan.

Draft quick orders for retests, additional testing, or other miscellaneous validation testing using the automated test proposal generator.

May require performing some on-site water testing directly.

Emergent Event Support

Deliver consultation and support during non-routine water system conditions, including timely technical guidance to support engagement with health authorities.

Engage the Emergent Support team to provide appropriate client support during an emergent event.

May require additional, expedited validation support, including on-site water sampling, after-hours support, and purchase order acquisition.

Administrative & Systems

Use Phigenics' full suite of systems to document work performed, including HubSpot (sales opportunities and contract renewals), ClickUp (contractual task completion), and PhiAnalytics (program documentation).

Work with the Finance team to support month-to-month financial closeout, including using the Account Manager workspace in Power BI.

Record all travel and expenses in RAMP in accordance with Phigenics' Spend Policy.

Attend the Technical Round Table and weekly Area Meeting calls.

Required Qualifications

Bachelor's degree in Engineering, Environmental Science, Project Management, or a related field.

3–5 years of experience managing technical or environmental p