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 account service through Shaw Integrated Solutions (SIS), from onboarding through ongoing customer relationships. The role partners with SIS Business Managers to onboard accounts, implement service programs, and maintain long-term relationships. Working in a detailed, customer-centric, fast-paced environment, the Account Manager coordinates custom products, brand standards, complex project requirements, and time-sensitive installation schedules. The position manages operational performance for assigned accounts and partners with Sales to gather forecasts, evaluate performance, and identify opportunities to improve service and profitability. The role also delegates and supports work performed by Account Coordinators, resolves customer concerns, ensures accurate and timely job billing and closure, and maintains awareness of account financial performance. Travel may be required to support customer relationships, projects, and service-program requirements.

Requirements

High school diploma or GED and at least three years of relevant administrative, customer service, account support, project coordination, or related experience.
Excellent written and verbal communication skills for professional communication with customers, Sales, internal departments, suppliers, and service partners.
Ability to appropriately manage confidential and sensitive business information.
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 with 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 of customer requests, make sound decisions, and see work through to completion with minimal supervision.
Ability to coordinate work across internal and external partners and consistently follow up on outstanding assignments.
Ability to respond urgently 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.

Nice To Haves

A two-year degree or relevant collegiate coursework.
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.
Microsoft PowerPoint experience.

Responsibilities

Serve as the primary point of contact for assigned hospitality clients and manage account service from onboarding through the ongoing annuity relationship.
Manage high-volume customer requests and provide timely, accurate, professional follow-up.
Receive purchase orders and project requests, determine next steps, coordinate internal and external partners, and ensure requests progress to completion.
Manage service programs through WinBid, e-commerce, wholesale, or other applicable SIS systems and processes.
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 responses, 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 project troubleshooting.
Monitor custom-product requirements, lead times, production schedules, and installation commitments to minimize disruption to hotel openings, renovations, and operational timelines.
Coordinate claims and service issues with appropriate internal teams, communicate updates, and carry issues through resolution.
Manage and maintain blanket inventory at required levels.
Develop and maintain professional relationships with 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, conditions, service requirements, and pricing agreements.
Delegate appropriate tasks to Account Coordinators, provide direction, and ensure accurate, timely completion.
Train, mentor, and support the development of Account Coordinators.
Remain accountable for problem resolution and address customer concerns promptly and professionally.
Ensure jobs are billed and closed accurately within established timelines.
Understand assigned-account financial performance, including project-cost reconciliation, margin movement, billing accuracy, and profitability.
Manage multiple projects, customers, deadlines, and stakeholders with strong organization and attention to detail.
Seek solutions that enhance customer service, strengthen account programs, improve processes, and expand the value provided through SIS.
Travel as needed to support customer relationships, projects, and service-program requirements.
Perform other duties and special projects as assigned by management.