Account Manager

2 days ago


Chicago, Illinois, United States ACUITY Talent Acquisition Full time

Job Title: Account Manager - Senior Living Market Specialist

Department: Outside Sales and Customer Success

Reports: Regional Vice President and Senior Leadership Team

FLSA (Fair Labor Standard Act) Status: Exempt

Summary of Position:

The Account Manager - Senior Living Market Specialist is a mid-level role that performs activities associated with specifying, ordering, and overall support of Kwalu's unique product line in the Senior Living market, focusing on Senior Living Design Firms in the Region. This role is responsible for providing pre- and post-sales support functions for the company product line to both current and potential Interior Designers.

This role requires regular and consistent weekly, monthly interaction with Designers, including developing and maintaining Designer relationships, supporting the Regional Vice President with quotes, sample requests, and high-level professionalism and interaction with top client accounts. The Account Manager will also participate in a team-based selling model and contribute to sales growth through new customer acquisition, upselling, and educating current clients on Kwalu's new products and features.

Duties and Responsibilities:

Essential Functions in Sales:

  • Educating Designers and customers on product usage, pricing, and features.
  • Preparing proposals and communicating details as required.
  • Following up on leads generated, including trade shows and web leads.
  • Driving sales growth through new customer acquisition.
  • Driving sales through upselling and educating current clients on Kwalu's new products and features.

Sales Support Duties:

  • Assisting the Regional Vice President in all aspects of support, including operational, production, and administrative functions, while maintaining elevated levels of customer satisfaction.
  • Creating quotes and opportunities into the CRM for Design Firms and VP Central Team's clients.
  • Maintaining a pipeline of sales opportunities with up-to-date and accurate information.
  • Coordinating and facilitating orders, samples, and warranties with Design Firms.

Customer Experience Duties:

  • Maintaining and developing customer success strategies and best practices, and customer support content.
  • Managing and resolving customer complaints and inquiries and ensuring effective customer relations in top accounts and A+D.
  • Communicating effectively with both internal and external senior-level management to understand customer needs, maximize retention, and growth.
  • Working with the Regional Vice President on space planning or design assistance as required from Clients.
  • Recognizing and escalating all critical issues to management immediately.

Account Duties:

  • Up to 50% travel.
  • Developing a cadence to meet face-to-face with critical Design Teams twice a year.
  • Developing a cadence to meet face-to-face with critical Dealerships.
  • Hosting one Design firm a month in the Atlanta Showroom.
  • Three Virtual Kwalu presentations per week.
  • Twenty touches with Designers per week - phone call, email, social media engagement.
  • Weekly curated LinkedIn social media presence/posts - driven by Regional Sales Representatives.
  • Attending and representing Kwalu at Industry conferences, tradeshows, and networking events as approved by the Regional Vice President.
  • Working in the Kwalu showroom four full days per week (one day per week remote) - only for Atlanta-based team members.
  • Escalating account issues to management as needed.

Qualifications/Requirements:

  • Five to seven years of work-related experience in sales, customer success, account management, or sales.
  • Ambitious, strong work ethic, and an upbeat positive attitude.
  • Strong verbal and written communication skills.
  • Effective problem solver.
  • Ability to interact and communicate with individuals at all levels of the organization.
  • Strong organizational skills and ability to work under strict deadlines while working on multiple projects.
  • Ability to manage time effectively, work independently, and be self-motivated.
  • Ability to work as part of a team and be customer-focused.
  • Solid knowledge of all MS Office Products.
  • Strong computer skills, knowledge of Salesforce/AutoCAD/CET is helpful but not required.
  • Experience working with bids/RFP's.

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