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Account Manager

San Francisco, CA, United States

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

Manage accounts and project teams in support of all project and daily work activities from scope development through task/project completion. With a highly consultative approach, deliver full client satisfaction throughout the entire order life cycle and build strong, sustainable customer relationships.

Essential Duties and Responsibilities CUSTOMER / 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 account/projects

SALES, PROJECT, AND 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

Travel may be required

Required participation in company, department and team meetings

Attend industry events regularly

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

Pay Range: $95k - 115k

The specific compensation offered to a candidate may be dependent on several factors including, but not limited to, experience, education, and specific licensing or qualifications.

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