Lead Account Manager

Location: Downtown Chicago, IL

About:

We are a B2B jewelry manufacturer. We work with retail jewelry stores to design and produce custom jewelry pieces their customers want. From concept to production, we help jewelers deliver high-quality, made-to-order pieces.

The Role:

As Lead Account Manager, you'll have two main responsibilities:

• Customer Management – Manage a small portfolio of retail jeweler clients as their main point of contact. This keeps you close to the customer experience, helps you understand their needs firsthand, and allows you to identify areas for improvement.
• Team Leadership – Lead and develop a team of Account Managers, each responsible for a larger client base. You'll coach, support, and hold the team accountable while ensuring alignment with company goals.

This role combines strategic leadership with hands-on client relationship management. You'll start as an Account Manager, build context, and then step into leadership with confidence, shaping the future of our client experience team.

Key Responsibilities

• Serve as the primary contact for a select group of retail jeweler clients, ensuring projects run smoothly from order to delivery.
• Lead and manage a team of Account Managers, providing coaching, feedback, and accountability.
• Run EOS (Entrepreneurial Operating System) processes:
• Lead weekly Level 10 meetings.
• Create and maintain scorecards to track key business metrics.
• Help establish quarterly goals that align with company strategy.
• Identify process gaps and drive improvements in account management and customer service.
• Partner with leadership to ensure team performance supports company objectives.
• Act as an escalation point for client issues, providing solutions-driven resolutions.
• Champion company core values across the team.

Onboarding & Growth

• You'll receive basic training and shadowing opportunities, but much of your learning will come from working directly with your team. The answers are already within the Account Manager group — your role is to extract insights, ask the right questions, and lead effectively.
• This role requires proactive, resourceful leadership and the ability to build context quickly by engaging with your team.
• As you grow in the role, you'll be responsible for creating a structured training program to onboard and develop future Account Managers.

Core Values

• Understand the Why
• Own the Outcome
• Think in Solutions
• Proud of Your Work

Qualifications

• 3+ years of experience in account management, client services, customer experience, or a related role (jewelry, luxury, or manufacturing experience a plus).
• Proven leadership experience managing and developing a small team.
• Strong communication and relationship-building skills with both clients and team members.
• Experience with Management Operating systems like ScaleUp, Rockefeller Methods, EOS, or similar frameworks is a plus.
• Highly organized with the ability to manage multiple priorities and deadlines.
• Solutions-oriented mindset with a track record of problem-solving and process improvement.

Not a Fit If…

This role is hands-on, structured, and highly collaborative. You may not be the right fit if you:

• Are unwilling to get into the details and work alongside your team.
• Won't step in to help when the team is short-handed.
• Come across as unfriendly, reserved, or unapproachable.
• Avoid holding others accountable when needed.
• Beat around the bush instead of communicating clearly and directly.
• Dislike detail-oriented work.
• Memorize processes without understanding the "why" behind them.
• Avoid asking questions to learn, clarify, or improve.

Job Type: Full-time

Pay: From $55,000.00 per year

Benefits:

• Health insurance
• Paid time off

Experience:

• Account management: 3 years (Preferred)

Ability to Commute:

• Chicago, IL Preferred)

Work Location: In person