Account Manager

Major Areas of Focus

Account Managers (AM) focus on customer relationships and new business development.  Account Executives build and service portfolios of clients in assigned geographic markets, and customer sales verticals. Once they close a new service agreement or project sale, the Production team handles the entire fulfillment process. The customer relationship remains with the AM. The AM will provide good customer service and ensure the customer is happy with service delivery. The AM also manages all renewals of service agreements for their assigned client portfolio.  

Works closely with the Operations Manager to pursues business opportunities

Responsible for providing general account management to assigned customer accounts including sales presentations, customer service, and contract renewals

Works closely with the production team who will manage fulfillment and service delivery for client portfolio

Reports to Director of Operations

Essential duties and responsibilities include the following. Other duties may also be assigned.

Outside Sales

• Actively markets and performs cold calls to generate interest in our service lines
• Is proficient in networking and diligently seeks and follows up on earned referrals
• Manages the development of a comprehensive sales plan
• Establish sales goals for existing contract clients and non-contract clients on an individual basis
• Establish sales goals for existing contract clients and non-contract clients on an individual basis
• Reviews service contracts yearly together with the DOO to establish the percent of increase if necessary
• Ensure all company policies and systems are in full use
• Present proposals to clients or prospect clients
• Organize and participate in local networking events
• Represent the company in local trade associations
• Tracks all activity in the CRM module of the Aspire System

Estimating & Proposals

• Works closely with the Designer or a Project Manager to create estimates for various projects
• May create estimates in Aspire once fully trained in Silvis Group’s estimating standards and procedures
• Obtains approval for estimates and converts them to proposals for delivery

Account Management

• This role manages customer satisfaction and general account management at a high level. Project Managers under the oversight of the Operations Manager provide day-to-day project fulfillment support to our clients. 
• Serves as the primary or secondary contact for assigned client accounts
• Liaises between client and operations, accounting, and senior management
• Follows up on all requests in a very timely manner
• Entertains clients following established professional guidelines
• Establishes and maintains a log of client contact in the Aspire System
• Oversees client surveys and professionally responds to feedback
• Participates in local client-driven activities i.e. board meetings, meet & greetings, lunch & learn

Financial

• Responsible to collaborate and furnish the Sales Manager with appropriate, sales forecasting, budgets, vs actual
• Responsible to manage accounts receivables that cannot be collected through traditional accounting methods for assigned client accounts
• Works with operations team to audit job productivity performance using the Aspire System, and budget vs actual to determine price increases as applicable, and verify if acceptable profit margins are being met

Quality Control

• Reports any quality control issues to the DOO for assigned accounts.

Image Policy

• The employee will be groomed and dressed with proper decorum that meets company standards. This includes wearing professionally branded business attire, which is clean, pressed, and orderly, and being properly groomed including clean-shaven, or a   neatly trimmed beard (if male).

Language Skills

• While performing duties, employees are regularly required to use written and oral communication skills; may read and interpret data, information, and documents; observe and respond to people and situations; learn and apply new information or skills; work under deadlines, and interact with others encountered in the course of work. Proficiency in English is required.

Physical Demands

• The employee frequently is required to stand, walk, and sit.  The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, or crouch.  The employee must occasionally lift and/or move up to 60 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

• While performing the duties of this job, the employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions.  The noise level in the work environment is usually moderate.

Travel & Development  

• Travel throughout the assigned market is required, as well as routine travel to HQ as needed for various training initiatives.

Security

• The employee may not use illicit drugs during their employment with Silvis Group, Inc. Silvis Group operates in several high-security environments which require individuals who are able to pass security background checks. The employee is required to pass security background checks that meet our underwriting standards. The employee is required to have a valid driver's license and driving record that meets our underwriting standards. We reserve the right to reject an applicant or terminate an employee whose criminal or driving record fails to meet our underwriting criteria. 
  
  The above statements are intended to describe the general nature and level of work being performed by people assigned to this job family chart.  They are not intended to be a comprehensive list of all responsibilities, duties, and skills required of employees in this job family series. Other duties may be assigned as needed.