SIS Account Manager- Hospitality

Shaw Industries•Dalton, GA

About The Position

The SIS Account Manager serves as the primary point of contact for assigned hospitality annuity clients and manages their account service through Shaw Integrated Solutions (SIS), from onboarding through the ongoing customer relationship. The role partners with SIS Business Managers to onboard accounts, implement service programs, maintain customer relationships, and manage operational performance. It also works with Sales to gather forecasts, evaluate account performance, and identify opportunities to improve service and profitability. This role operates in a detailed, customer-centric, fast-paced environment. Hospitality accounts may include custom products, brand standards, complex projects, and time-sensitive installation schedules. The Account Manager coordinates multiple workstreams, responds to customer needs, and ensures requirements are communicated and carried out accurately. Responsibilities include managing orders and projects, coordinating internal and external partners, monitoring account and project finances, resolving service issues, and supporting Account Coordinators. Travel may be required to support customers, projects, and service programs.

Requirements

High school diploma or GED.
At least three years of relevant administrative, customer service, account support, project coordination, or related experience.
Excellent written and verbal communication skills and the ability to communicate professionally with customers, Sales, internal departments, suppliers, and service partners.
Ability to handle confidential and sensitive business information appropriately.
Strong negotiation, problem-solving, and conflict-resolution skills.
Strong customer-service orientation and responsiveness in a fast-paced, high-volume environment.
Exceptional attention to detail when managing custom products, brand standards, project specifications, pricing, schedules, and installation requirements.
Ability to organize and prioritize multiple projects and requests, meet deadlines, and maintain accuracy.
Ability to take ownership, make sound decisions, and drive work to completion with minimal supervision.
Ability to coordinate work across internal and external partners and consistently follow up on outstanding assignments.
Ability to respond with urgency while balancing customer expectations, operational requirements, and business priorities.
Willingness to travel and work directly with customers and service partners as needed.
Proficiency in Microsoft Word and Excel and familiarity with shared-document platforms such as Google Docs.
Ability to exercise significant independent judgment and perform effectively with minimal supervision.
Demonstrate good judgment, innovate, execute action plans, and build trusting relationships.

Nice To Haves

Two-year degree or relevant collegiate coursework.
Microsoft PowerPoint experience.
Previous account management, project coordination, customer service, or commercial flooring experience.
Experience supporting hospitality customers, hotel projects, custom products, or established brand-standard programs.
Knowledge of commercial flooring products, installation processes, jobsite conditions, and standard industry practices.
Experience reading blueprints, plans, specifications, or project-estimating documents.
Experience working with general contractors, flooring contractors, installers, suppliers, or other construction-related partners.
Experience managing claims, customer escalations, project delays, or other complex service issues.
Experience managing annuity or long-term customer relationships.
Business, financial, and marketing knowledge.
Previous experience within SIS or a related department.
Knowledge of WinBid, Shaw Integrated Solutions, order-management systems, or comparable project and estimating platforms.

Responsibilities

Serve as the primary point of contact for assigned hospitality clients and manage account service from onboarding through the ongoing annuity relationship.
Manage customer requests in a high-volume environment and provide timely, accurate, and professional follow-up.
Receive purchase orders and project requests, determine next steps, coordinate work across internal and external partners, and track requests through completion.
Manage service programs delivered through WinBid, e-commerce, wholesale, or other applicable SIS systems and processes.
Understand and maintain contract and program requirements, including customer-specific pricing, reporting, rebates, service expectations, and hospitality brand standards.
Maintain accurate account and project information in applicable databases and systems.
Manage customer orders and projects, including proposal requests, scope definition, material and labor requirements, pricing coordination and negotiation, estimating, formal proposals, plan estimation, order entry and tracking, production schedules, shipping and installation schedules, payables, invoicing, claims, and troubleshooting.
Monitor custom-product requirements, lead times, production schedules, and installation commitments to reduce disruptions to hotel openings, renovations, and operational timelines.
Coordinate claims and service issues with appropriate internal teams, communicate updates, and ensure issues are resolved.
Manage and maintain blanket inventory at required levels.
Develop and maintain professional relationships with internal and external customers and partners, including end users, suppliers, service providers, sales associates, contracting officers, purchasing agents, and installation partners.
Coordinate with SIS Business Managers, Solutionists, Marketing Support Services, and Sales on RFIs and RFPs, contract negotiations, and contract or pricing renewals and updates.
Monitor customer compliance with contract terms, service requirements, and pricing agreements.
Delegate tasks to Account Coordinators, provide direction, and ensure work is accurate and timely.
Train, mentor, and support Account Coordinators’ development.
Take accountability for problem resolution and address customer concerns promptly and professionally.
Ensure jobs are billed and closed accurately and within established timelines.
Monitor the financial performance of assigned accounts, including project-cost reconciliation, margin movement, billing accuracy, and profitability.
Organize and manage multiple projects, customers, deadlines, and stakeholders simultaneously.
Seek solutions that improve customer service, account programs, processes, and the value SIS provides.
Travel as needed to support customer relationships, projects, and service-program requirements.
Perform other duties and special projects as assigned by management.