Job Description

Insidesource DEI Statement

By nurturing a culture where everyone experiences a deep sense of belonging and equity of opportunity, we will uphold our vision to “unleash human and business potential.” We commit to being an anti-ism workplace and embedding diversity, equity, and inclusion throughout our business.

Job Summary

The Account Manager oversees accounts and project teams, guiding projects from scope development to completion. With a consultative approach, they ensure client satisfaction throughout the order lifecycle while building strong, long-term customer relationships. They are also responsible for achieving revenue and margin goals.

Essential Duties and Responsibilities Including but not limited to:

Client/Account Servicing

• Develop and nurture client relationships in support of building trust, aligning business requirements, and increasing revenue opportunities and profitability
• Maintain comprehensive understanding of client needs, goals, business practices and satisfaction/performance criteria
• Act as single point of contact for coordination and execution of IS activities (ie. Pre and post-sale)
• Responsible for overall performance of IS account / project teams (sales support, design, project management and field service teams)
• Accountable for end-to-end client experience and satisfaction
• Provide timely response to customer requests for products, services and information
• Ensure generation of weekly status reports
• Responsible for relevant 3rd party influencers - contractors, A&D and PM firms, etc. in relation to client accounts

Sales, Project & Work Order Management

• Enter and maintain sales forecast in CRM
• With support from IS teams, produce plans, develop specifications, generate detailed and accurate quotes and present to customer in timely manner
• Develop and execute service contracts and service level agreements
• Deliver responsible close of sale requirements by obtaining signed proposals, terms and conditions, customer purchase orders and deposits
• Ensure obstacles and/or changes in scope are identified, documented and resolved and ensure client and IS satisfaction throughout project life cycle
• Oversee and direct IS implementation of all client projects, work orders, and service requests
• Review and/or establish work plans, schedules and logistics
• Oversee work of all team members, including designers, project managers, account coordinators, delivery and installation crews
• Perform project management responsibilities as required, to include site visits during installations
• Provide (and prepare, if required) project and work order status reports
• Attend project and construction meetings as required
• Provide exceptional leadership and communication to customer and internal teams
• Partner with New Business Development/Account Executives to respond to requests for information, pricing and/or services

Organizational Standards

• Manage positive and productive interactions of internal and external teams, including collaboration with subcontractors and manufacturers
• Manage workload of internal teams to ensure activities are appropriately balanced and supported
• Manifest and exemplify IS values of Team First, Client Led, Change Makers, Experience Focused
• Provide mentorship and encourage growth and development of team members

Other Requirements

• Travel may be required
• Required participation in company, department and team meetings
• Attend industry events regularly

Supervisory Responsibilities

None

Skills, Knowledge, Experience Required

• Outstanding project management/organizational skills – ability to manage multiple projects with minimal direction; ability to collaborate under tight deadlines in a team environment
• Proficiency in Microsoft Office (Excel, Teams, Word, Outlook, Power Point), Adobe Systems (Photoshop, InDesign) Core, hubspot and Miro
• Eye for design and layout of marketing materials
• Solid skills in copy-editing, grammar, spelling and punctuation
• Excellent and effective at oral and written communication
• Strong organizational, analytical and administrative skills
• Ability to see the big picture and integrate into day-to-day tasks and activities
• Understanding of the complexities required to thrive in the dealer and/or AEC environment
• Excellent time management skills
• Fluid interpersonal and collaborative skills to interact effectively with a wide range of personnel and departments
• Must be a self-starter, critical thinker, collaborative and creative
• Ability to lead and inspire cross functional players
• Contract furniture industry experience strongly preferred including:
• Understanding of and/or working on RFPs
• Product knowledge
• Product specification

Acknowledgement

This job description is designed to outline the essential job functions and qualifications of this position. Responsibilities may be added or removed from time to time to match the changing needs of the company.

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