What are the responsibilities and job description for the Account Manager - Remote position at PCNA?
Who are we?
Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.
What we offer you
- Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
- Flexible scheduling
- 401k Matching
- Generous Paid Time Off and Holidays
- PCNA Cares Share Fund – donating to teammates in times of need
Why you will make it your career
- We value our employee’s contributions in a collaborative and inclusive work environment
- Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
- As the industry leader for environmental responsibility, sustainability is the key to every decision we make
- We invest heavily in modernization, operating more efficiently with cutting edge digital technology
Our Values
- Delight Customers: Treat our customers the way you’d like to be treated.
- Think Team: Work together to get the job done. Be inclusive and collaborative.
- Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.
- Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative
- Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other’s input.
Our Businesses
Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products, offering deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories; Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high quality drinkware categories. Spoke’s print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!
The Position
The PCNA Account Manager is responsible for managing an assigned territory made up of accounts in our top two customer tiers. The primary focus is to build and maintain strong relationships that support day-to-day service needs, drive revenue growth, and provide a high level of customer satisfaction. This role works closely with Field Sales Managers (FSMs) from both our hard goods and apparel divisions, and partners with internal teams to ensure timely communication and issue resolution.
Key Responsibilities
- Manage all service-related needs for assigned accounts, serving as the main point of contact for inquiries related to pre-sale, orders, and post-sale support.
- Partner with internal teams (Order Processing, Art, Production, Distribution, Marketing, Product Development) to ensure smooth order flow and customer satisfaction.
- Collaborate with FSMs and other sales partners to support account performance and territory growth goals.
- Handle customer communication across various channels including phone, email, and chat.
- Use Salesforce daily to log large quotes and orders, track activity, and support follow-up to drive closure.
- Maintain accurate knowledge of international business needs, including Canadian-specific requirements.
- Build professional relationships with key contacts at assigned accounts, including account executives and managers.
- Participate in cross-functional planning efforts to align on customer goals and account strategies.
- Conduct proactive outreach to increase customer engagement and identify new opportunities.
- Partner internally and externally to resolve issues and maintain a high level of customer satisfaction.
- Attend tradeshows and customer visits with FSMs as required.
- Performs all other duties as assigned
Accountability and Performance Measures
- Achieve assigned sales quota and profitability goals in designated accounts.
- Maintain high customer satisfaction and engagement across the account base.
- Complete account planning and documentation aligned with company strategy and expectations.
- Maintain active coverage across the full portfolio through ongoing service and sales activities.
- Participate in strategic account planning and goal setting.
Skills and Knowledge:
- Excellent written and verbal communication skills
- Skilled at building relationships with both customers and internal partners
- Proficient in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint
- Strong typing and data entry skills
- Experience with Salesforce or similar CRM systems is a plus
- Able to multi-task, prioritize tasks, and manage workload in a fast-paced environment
- Demonstrates professionalism, flexibility, and attention to detail
Minimum Qualifications
- High school diploma or GED
- Minimum of 3 years of sales or service experience supporting assigned territories/accounts
- Internal candidates only: May qualify with at least 6 months of experience in an Account Coverage role
Shift: 11:30AM – 8PM EST
Residency Requirements: Must be located in one of the following states: Arizona, California, Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Washington, or Utah
Together we inspire pride
We want our team members to be proud of the essential work they do, our commitment to the sustainability, and the overall customer experience. We are a culture that will invest heavily in our people, our company and in state-of-the-art technology to be at the forefront of innovation.
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PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.
Fraud Disclaimer:
PCNA is aware of recruitment scams in which individuals are falsely claiming to represent our company and/or our employees. All legitimate communication from PCNA will come from our Applicant Tracking System, LinkedIn Recruiter, or a verified PCNA email address ending in @pcna(.)com. We do NOT conduct interviews via instant messaging platforms like Skype or request sensitive personal information early in the hiring process. If you receive a message that seems suspicious, we recommend verifying its legitimacy and immediately reporting any fraudulent activity.
