Account Manager

1 week ago


Calgary, Canada Heritage Business Interiors Full time

**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

**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
- 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


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