Account Manager

G|M Business Interiors•Irvine, CA

2d•Onsite

About The Position

G|M Business Interiors is southern California’s premier dealer for Miller Knoll furniture. We specialize in office furniture planning, specification, procurement, project management, delivery, installation, reconfiguration, and complete asset management. With our history dating back to 1944, G|M’s success continues because of our team of dedicated and professional employees, who embrace passion for excellent furniture design, operational proficiency and most importantly, delighted customers! As an ESOP company, G|M Business Interiors is proudly employee-owned. Our employee-owners share in the company's success and are committed to collaboration, accountability, and delivering exceptional results for our clients. Every G|M team member makes an impact, contributes to a legacy of excellence, and builds long-term value through employee ownership. ROLE SUMMARY The Account Manager serves as the primary conduit for G|M workplace knowledge, product expertise, product specification, quality quotations, project management oversight, installation coordination, and overall client satisfaction. This role is responsible for delivering an exceptional customer experience while helping G|M achieve its business objectives by growing each market and exceeding prior year performance benchmarks. The Account Manager embodies G|M's "IPA" philosophy by providing clients with intelligence, insights, and innovation while demonstrating passion, pride, agility, adaptability, appreciation, and a high-performance work ethic. Utilizing G|M's tools, including the G|M Promise, internal support teams, and proprietary software platforms, the Account Manager delivers workplace solutions that drive client success. In certain circumstances, the Account Manager may serve in a supporting capacity under an Account Executive or Business Development Executive. In this role, the Account Manager is responsible for managing most of the customer experience while the Lead Executive maintains the primary client relationship. Responsibilities include supporting workplace strategy implementation, coordinating project execution, leading the project team (Job Captain, Designer, and Project Manager), and overseeing project milestones from specification through completion. The Account Manager attends client meetings as requested and escalates client concerns to the Lead Executive for strategic resolution.

Requirements

High school diploma or equivalent.
At least 5 years of progressive industry experience.
Excellent verbal and written communication skills.
Strong project planning, organization, and time management skills.
Demonstrated sales, customer service, and relationship-building skills.
Professional, diplomatic, and collaborative approach to working with clients and team members.
Ability to manage multiple projects, meet deadlines, and exceed customer expectations.
Proficient in Microsoft Office and other business technology applications.
Ability to sit for extended periods and occasionally lift up to 25 pounds.

Nice To Haves

Mastery of G|M's technology platforms is essential for building and maintaining relationships with the organization's largest and most strategic clients.
Participate in G|M Challenger training programs designed to develop expertise in educating clients about G|M's differentiators and value proposition, understanding and addressing client business challenges, delivering meaningful insights and workplace strategies, tailoring solutions to individual client needs, driving client satisfaction through proactive leadership, and reducing solution fatigue and simplifying decision-making.
Proficient in the following systems and tools: Elevate: CRM, quoting, and order management platform. Engagerator: Client communication and engagement software. ePortfolio: Furniture selection and interactive budgeting platform. ePortfolio Menu: Client-focused project budgeting tool. MyWindow: G|M's online client resource portal. Omni-Herman Miller: Herman Miller online resource platform. CAP: Product specification software. Microsoft Office Applications: Outlook: Task management and email communication. Word and OneNote: Documentation, meeting notes, and information management. Excel: Development of pricing matrices, product comparisons, and client exhibits. PowerPoint: Creation and delivery of client presentations.
Utilize pre-built Excel budgeting tools to develop accurate project budgets and improve client decision-making.
Establishing project budgets early in the process helps minimize revisions and enhances the client experience.

Responsibilities

Serve as the leader and coordinator of G|M's Client Care Workflow Network, ensuring complete client satisfaction independently or in partnership with a Lead Executive.
Act as the primary point of contact for G|M's 14-step Customer Experience process, guiding clients through every stage of engagement.
Embrace G|M's "Client First, G|M Second" philosophy by consistently acting as an advocate for the client.
Collaborate effectively with internal teams, manufacturers, and third-party subcontractors while maintaining a focus on achieving the best possible outcomes for the client.
Participate in a customized training program during the initial onboarding period, including an introduction to G|M's operating systems and software platforms.
Pursue continuous learning and remain knowledgeable about evolving products, workplace trends, and industry research.
Demonstrate exceptional communication, professionalism, and diplomacy when working with clients and project stakeholders.
Ensure clear and consistent communication throughout the project lifecycle while maintaining positive relationships with all project partners.
Spend quality time with key clients to strengthen relationships, retain business, and create strategic partnerships that discourage competitive encroachment.
Utilize the G|M Promise to secure Primary Partner agreements and deliver an exceptional client experience that fosters lifelong relationships.
Lead the bid team through the pursuit process by ensuring a strategic and innovative win strategy that the entire team understands and adopts.
Guide product selection, ensure proposal accuracy, and facilitate the development of high-quality client deliverables.
Apply Living Office principles and maintain a growth mindset through continuous learning from assigned readings and industry resources.
Understand workplace trends and client challenges, conduct thoughtful needs assessments, and develop innovative workplace solutions.
Work closely with G|M IQ Studio on presentation strategies to enhance discovery and develop winning strategies for clients.
Use Herman Miller resources to enrich client workplace success.
Leverage technology to enhance efficiency and create a seamless client experience.