Account ManagerCentral

Job Title: Account Manager

Department: Outside Sales

Reports: Regional Vice President

FLSA (Fair Labor Standard Act) Status: Exempt

Summary of Position:

The Account Manager 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. Regular and consistent weekly, monthly interaction with Designers is expected. In addition to developing and maintaining Designer relationships, this role includes supporting the Regional Vice President with quotes, sample requests and high-level professionalism and interaction with the Division top client accounts. This role will continue to be a team player by participating fully and contributing to a team-based selling model.

Duties and Responsibilities:

Essentials Functions in Sales:

1. Educating Designers/customers on product usage, pricing, and features.
2. Preparing proposals and communicating details as required.
3. Follow up on leads generated, including trade shows and web leads.
4. Drive sales growth through new customer acquisition.
5. Drive sales through upselling and educating current clients on Kwalu’s new products and different products, getting clients out of the “Kwalu Auto-pilot mindset.”

Sales Support Duties:

1. Assist Regional Vice President in all aspects of support to include operational, production, and administrative functions while maintaining elevated levels of customer satisfaction.
2. Creating quotes and opportunities in the CRM for Design Firms and VP Central Team’s clients.
3. Maintain a pipeline of sales opportunities with up-to-date and accurate information.
4. Coordinating and facilitating orders, samples, and warranties with Design Firms.

Customer Experience Duties:

1. Maintain and develop customer success strategies and best practices, and customer support content.
2. Manage and resolve customer complaints and inquiries and ensure effective customer relations in top accounts and A+D.
3. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth.
4. Work with Regional Vice President with space planning or design assistance as required from clients.
5. Recognize and escalate all critical issues to management immediately.

Account Duties:

1. Up to 50% travel.
2. Develop a cadence to meet face-to-face with the “critical” Design Teams twice a year.
3. Develop a cadence to meet face-to-face with “critical” Dealerships.
4. Host one Design firm a month in the Atlanta Showroom.
5. 3 Virtual Kwalu presentations per week.
6. 20 touches with Designers per week - phone call, email, social media engagement.
7. Weekly curated LinkedIn social media presence/posts - driven by Regional Sales Representatives.
8. Attend/represent Kwalu at industry conferences, tradeshows and networking events as approved by Regional Vice President.
9. Work in the Kwalu showroom 4 full days per week (1 day per week remote) **Only Atlanta-based team members**.
10. Escalate account issues to management as needed.

Qualifications/Requirements:

1. 5-7 years of work-related experience in sales, customer success, account management, or sales.
2. Active team player, self-starter, and multitasker who can quickly adjust priorities.
3. Ambitious, strong work ethic, and an upbeat positive attitude.
4. Strong verbal and written communication skills.
5. Effective problem solver.
6. Ability to interact and communicate with individuals at all levels of the organization.
7. Strong organizational skills and ability to work under strict deadlines while managing multiple projects.
8. Ability to manage time effectively, work independently, and be self-motivated.
9. Ability to work as part of a team and be customer-focused.
10. Solid knowledge of all MS Office Products.
11. Strong computer skills; knowledge of Salesforce/AutoCAD/CET is helpful, but not required.
12. Experience working with bids/RFPs.