Account Manager

BODE, Inc. is a family-owned business with fewer than 80 employees in Londonderry, New Hampshire. Since 1975, we have provided material-handling, dock, and door solutions throughout New England.

Benefits include health, dental, and vision coverage; company-paid life and disability insurance from the first day; paid time off; paid holidays; and flexible hours. After one year, employees receive 40 additional PTO hours, a paid birthday off, and retirement plan eligibility. We offer recognition bonuses and two annual company outings. Our 4.5-day workweek includes nine-hour days Monday–Thursday and four hours Friday.

Position Summary

The Account Manager develops and supports strong customer relationships by understanding customer needs, coordinating appropriate solutions, and providing responsive service throughout the sales and fulfillment process. The role serves as a primary point of contact for assigned customers and prospects and helps connect them with the company's equipment, products, and services.

This position is well suited to someone who is relationship-focused, organized, commercially aware, and comfortable learning how products and customer operations work. A technical mindset - the curiosity and ability to ask thoughtful questions, understand practical information, and explain solutions clearly - is valuable, but advanced technical expertise is not the primary requirement. The Account Manager works closely with internal specialists when a customer need requires deeper technical support.

Key Responsibilities

Sales, Relationship Management, and Account Support

• Serve as a responsive and professional point of contact for assigned customers, prospects, and business opportunities.

• Build an understanding of each customer's business, priorities, purchasing needs, service expectations, budget, and timing.

• Develop trusted, long-term relationships through consistent communication, dependable follow-through, and a strong service orientation.

• Conduct regular customer check-ins, document needs and next steps, and ensure open items are addressed promptly.

• Monitor customer satisfaction, respond to concerns, and coordinate internal resources when service, delivery, project, or product issues require support.

• Communicate product and service information clearly and accurately, seeking assistance from technical or operational specialists when needed.

• Participate in customer meetings, facility visits, presentations, product demonstrations, and other relationship-building activities.

• Maintain working knowledge of the company's products, services, customer applications, and competitive strengths through ongoing learning and internal training.

Account Development and Business Growth

• Develop assigned accounts by identifying recurring needs, replacement opportunities, product upgrades, complementary services, and additional contacts or locations.

• Create practical account plans that outline customer priorities, relationship goals, follow-up actions, and potential growth opportunities.

• Qualify inbound and self-generated leads by assessing customer need, timing, fit, and opportunity potential.

• Prospect within targeted industries and territories through referrals, networking, customer research, field activity, and coordinated marketing efforts.

• Ask effective discovery questions and gather the information needed to connect customers with appropriate company resources and solutions.

• Maintain consistent follow-up throughout the customer decision process and help move opportunities toward a timely resolution.

• Represent the company professionally at customer meetings, industry events, trade shows, facility tours, and other business-development activities.

Quotations, Proposals, and Sales Coordination

• Gather complete and accurate information needed to prepare a quotation, including customer objectives, quantities, product preferences, schedule, delivery needs, site considerations, and other relevant details.

• Partner with Sales Operations, estimating, vendors, and operational or technical teams to develop accurate and appropriate quotations and proposals.

• Review proposals for scope clarity, pricing alignment, lead times, assumptions, exclusions, and customer-specific requirements before presentation.

• Present and explain quotations and proposals, respond to questions within the role's knowledge and authority, and coordinate additional support when needed.

• Support discussions regarding scope, pricing, delivery, and terms within established company guidelines and escalation procedures.

• Maintain accurate customer, contact, activity, quotation, opportunity, and forecast information in the company's CRM and/or ERP system.

• Coordinate a clear sales-to-operations handoff by communicating customer commitments, scope details, timing, contacts, expectations, and unresolved items.

Cross-Functional and Vendor Coordination

• Collaborate with Sales Operations, Project Management, Engineering, Field Operations, Service, Installation, Construction, Manufacturing, and other departments to support customer needs.

• Coordinate with manufacturers, suppliers, subcontractors, and internal specialists to confirm product information, availability, pricing, lead times, and application requirements.

• Recognize when a request requires additional technical review and involve the appropriate subject-matter expert promptly.

• Communicate customer feedback, recurring needs, competitive information, and market trends to appropriate internal stakeholders.

• Participate in order or project reviews when customer communication, sales context, or clarification is needed.

• Follow established processes while recommending practical improvements that increase responsiveness, accuracy, customer satisfaction, and sales effectiveness.

Customer Service and Administrative Responsibilities

• Respond to customer inquiries promptly and maintain clear, professional communication throughout the sales and fulfillment process.

• Document customer discussions, commitments, next steps, questions, and changes in the appropriate company systems.

• Coordinate internally to provide customers with accurate status updates regarding quotations, orders, lead times, deliveries, and project milestones.

• Manage time, travel, follow-up tasks, and account priorities to meet customer expectations and departmental objectives.

• Comply with company policies, confidentiality requirements, pricing authority, safety expectations, and documentation standards.

• Perform other related duties and support special projects as assigned.

Qualifications

Education and Experience

• Associate or bachelor's degree in business, marketing, communications, industrial technology, or a related field preferred; equivalent sales, customer service, military, trade, or industry experience will be considered.

• Two or more years of experience in B2B sales, account management, customer service, sales support, business development, or a related role preferred.

• Experience with industrial products, material-handling equipment, manufacturing, construction, warehouse operations, facility services, or another business-to-business environment is helpful but not required.

• Experience working with quotations, proposals, customer orders, specifications, or product information is preferred.

• A valid driver's license and acceptable driving record are required when operating a company or personal vehicle for business purposes.

Knowledge, Skills, and Abilities

• Strong relationship-building and customer-service skills, with the ability to establish trust and maintain productive business relationships.

• A technical mindset, including curiosity about how products and customer operations work, comfort asking clarifying questions, and the ability to learn practical product information.

• Consultative sales ability, including active listening, thoughtful discovery, opportunity identification, and clear communication of value and next steps.

• Ability to understand the general purpose and application of products and services and to recognize when specialized technical assistance is needed.

• Strong written, verbal, presentation, listening, and interpersonal communication skills.

• Ability to communicate effectively with customers, purchasing personnel, operations teams, technicians, managers, executives, and internal specialists.

• Strong organization, attention to detail, prioritization, and follow-through in a fast-paced environment with multiple active accounts and opportunities.

• Sound judgment, professional integrity, initiative, adaptability, accountability, and a collaborative approach.

• Proficiency with Microsoft 365 and the ability to learn CRM, ERP, quoting, and product-information systems; NetSuite experience is a plus.

Work Environment and Physical Requirements

Work is performed in office, customer, warehouse, manufacturing, construction, and jobsite environments, depending on business needs. Regular travel within the assigned area is required; occasional overnight travel may be necessary. The employee must be able to move safely through industrial and construction environments and comply with customer and company safety requirements, including use of required personal protective equipment. The role may require extended periods of sitting, standing, walking, driving, using a computer, and communicating by phone or video. The employee may occasionally need to bend, reach, climb stairs, and lift or carry product samples, tools, or materials weighing up to 25 pounds. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.