Account Manager

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.

ESSENTIAL DUTIES
1. Leadership: 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. As the primary point of contact for G|M's 14-step Customer Experience process, the Account Manager is responsible for guiding clients through every stage of engagement. Success in this role is driven by a commitment to elevating the workplace, delivering quality results, and exemplifying G|M's Five Rules for Success while fostering a productive and collaborative work environment.

2. Client First: Embrace G|M's "Client First, G|M Second" philosophy by consistently acting as an advocate for the client. This includes collaborating effectively with internal teams, manufacturers, and third-party subcontractors while maintaining a focus on achieving the best possible outcomes for the client.

3. Training and Professional Development: Participate in a customized training program during the initial onboarding period. Training includes an introduction to G|M's operating systems and software platforms. Critical training components include Elevate, CAP, G|M Folio, Engagerator, eAsset/eProcure, MyWindow, and Master Catalog for Primary Partner. 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.

The Account Manager is expected to pursue continuous learning and remain knowledgeable about evolving products, workplace trends, and industry research. Ongoing education is essential to providing clients with strategic insights and innovative workplace solutions.

4. Communication: Demonstrate exceptional communication, professionalism, and diplomacy when working with clients and project stakeholders. This role requires clear and consistent communication throughout the project lifecycle while maintaining positive relationships with all project partners. The Account Manager exemplifies G|M's Five Rules for Success and ensures commitments are executed accurately and effectively.

5. Client Relationship Management: Spend quality time with key clients to strengthen relationships, retain business, and create strategic partnerships that discourage competitive encroachment. The goal is to establish long-term partnerships with large organizations by becoming their trusted and relied-upon business partner. Utilize the G|M Promise to secure Primary Partner agreements and deliver an exceptional client experience that fosters lifelong relationships.

6. Bid Committee Leadership: Lead the bid team through the pursuit process by ensuring a strategic and innovative win strategy that the entire team understands and adopts. Responsibilities include guiding product selection, ensuring proposal accuracy, and facilitating the development of high-quality client deliverables. The role emphasizes strategic thinking and leadership throughout the pursuit process.

7. Elevate the Workplace. Be committed to workplace strategy and client success by applying 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.

8. Intelligent Use of Technology: Leverage technology to enhance efficiency and create a seamless client experience. Be 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.

QUALIFICATIONS

• 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.

COMPENSATION
Base salary starting at $70,500 per year, depending on qualifications, plus commission. Company vehicle or mileage reimbursement also provided. Paid time off, health insurance benefits, a 401(k) plan and an employee stock ownership plan are also available for eligible team members.

This job description provides information about the general nature and level of work performed by team members assigned to this position. It is not an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. A team member may be required to perform duties outside of normal responsibilities from time to time, and at any time, as needed.

G|M Business Interiors is an equal opportunity employer.