Account Manager

Job Summary

The Account Manager is responsible for managing and growing relationships with key clients. This role involves understanding client needs, providing tailored solutions and ensuring a high level of customer satisfaction. Working well with client project teams and internal teams to deliver on client projects.

Specific Responsibilities and Duties

Customer Relationship Management/Account Servicing

• Build and maintain strong client relations to foster long term loyalty and repeat business
• Serves as the primary point-of-contact for coordinating all dealer activities, services, orders and personnel for each assigned account
• Provides timely response to customer’s requests for products, services and/or information
• Conducts regular check-ins to understand client needs and challenges.
• Maintains comprehensive understanding of customer’s needs, corporate goals, business practices and satisfaction/performance criteria
• Fosters on-going relationships with client personnel, and client stakeholders, contractors, A&D firms, etc.

Sales Growth & Marketing

• Develop and execute account plans to meet or exceed sales targets
• Identify upselling and cross selling opportunities to expand product usage within accounts through marketing full range of dealership’s products and services
• Provides frequent and regular follow-up with customer regarding information for products and services including all support for customer’s requests
• Monitor market trends and competitor activities to identify new opportunities.

Project & Work Order Management

• Oversees all customer projects and work orders with internal dealer team to ensure accurate order processing and timely delivery of customer orders and service requests
• Reviews work plans, schedules and logistics established for customer’s major projects
• Oversees work of all project team members, including designers, project managers, installation managers, customer representatives/project coordinators, installation crews,
• Provides frequent and regular status reports to customer regarding project and work order status
• Address and resolve client issues related to orders or products promptly and professionally
• Attends project and account meetings as necessary

Strategic Planning

• Analyze account performance metrics and provide updates to management
• Contribute to Sales Forecasting
• Participate in promotional strategies to maximize client engagement

Product Knowledge and Education

• Stay updated on Haworth and HBI’s product lines, current and new
• Educate clients on product features, benefits, and usage

Knowledge/Skill Requirements

• Excellent communications and interpersonal skills, high level of customer service
• Ability to prioritize and effectively manage multiple client accounts
• High level of organization and time management skills
• Strong problem-solving capabilities
• Good verbal and written communication skills
• Computer literate (word processing, spreadsheets, project applications)
• Ability to work independently as well as in team applications

Qualifications/Education

• Proven experience in account management or sales, preferably in contract office furniture industry (furniture, modular walls, raised floor)
• Strong interpersonal and communication skills with the ability to build rapport with clients; as well as fit into HBI’s team environment and culture.
• High level of organizational and attention to detail
• Excellent time management skills
• Proficiency in CRM software and Microsoft Office applications
• Minimum education bachelor’s and/or design diploma/degree

Key Competencies

• Customer-Centric mindset
• Excel in an integrated project delivery model with all stakeholders (internal and external)
• Negotiation and problem-solving abilities
• Adaptability in a fast-paced environment
• Proactive approach to meeting client needs

• Self-starter, accuracy in work, attention to detail and commitment to meet deadlines