House Account Manager

Description:

Position Summary

The House Account Manager will serve in a hybrid sales and customer support role (70% sales / 30% service) focused on growing Echos House Account customer base while providing a high level of day-to-day support.

This individual will serve as the primary point of contact for a defined group of House Accounts and will be responsible for revenue and margin growth, customer retention, and expanding Echos relationship within each account. The role will also support broader House Account activity as needed and work closely with internal teams to provide responsive, solution-oriented service.

Responsibilities

Account Growth & Revenue Ownership

Own and actively grow assigned House Accounts, with accountability for revenue and margin performance

Identify and pursue upsell, cross-sell, new application, and other growth opportunities within existing accounts

Develop business within assigned accounts by identifying additional departments, locations, applications, and product opportunities

Proactively engage customers to understand their business, purchasing processes, needs, challenges, upcoming projects, and forecasts

Build relationships with key contacts across purchasing, engineering, manufacturing, quality, operations, and other relevant functions

Assume responsibility for select accounts transitioned from other account managers and develop plans to support continued growth

Maintain and manage a pipeline of opportunities within Salesforce and consistently follow up on open quotes, samples, projects, and opportunities

Achieve assigned revenue and margin growth goals for Echos House Account portfolio

Customer Support & Account Management

Serve as the primary sales and relationship contact for assigned House Accounts

Process customer requests including purchase orders, quotes, pricing questions, forecasts, order updates, expediting, and rescheduling

Use customer interactions and service requests to identify additional sales opportunities and strengthen customer relationships

Serve as a liaison between customers and internal teams including Sales, Engineering, Production, Supply Chain, Accounting, and Shipping

Ensure timely follow-up on quotes, orders, customer inquiries, and open issues

Communicate proactively with customers regarding changes in pricing, availability, scheduling, and delivery

Support House Accounts outside the assigned group and the broader MRO sales team as needed

Operational Coordination & Execution

Systematically review order status and proactively address potential delivery or service issues

Coordinate with Production, Supply Chain, Shipping, and other internal teams to help ensure customer commitments are met

Enter orders accurately and maintain current customer, opportunity, and order information in Salesforce and ERP systems

Work to resolve customer issues quickly while maintaining a positive customer relationship

Support overall customer care needs during peak periods or staffing gaps

Other Skills

Strong verbal and written communication and relationship-building skills

Demonstrated ability to build trust, engage customers, and develop long-term business relationships

Positive attitude with a strong sense of ownership, accountability, and follow-through

Comfortable proactively contacting customers and asking questions to uncover needs and opportunities

Ability to learn and apply technical product knowledge to identify customer solutions and sales opportunities

Highly collaborative with the ability to work effectively across departments

Strong organizational, problem-solving, and conflict resolution skills in a fast-paced environment

Ability to balance immediate customer needs with longer-term account growth objectives

Qualifications

High school diploma or equivalent required

35+ years of customer-facing experience in inside sales, account management, customer service, or a related sales environment

Experience in industrial, MRO, manufacturing, or technical sales environments preferred

Proven ability to manage customer relationships and drive revenue growth

Strong computer skills and experience with Microsoft Office

Experience with ERP systems; Sage 300 preferred

Experience with CRM systems; Salesforce preferred

Success Metrics

Revenue and margin growth within assigned House Accounts

Increase in customer share of wallet

New opportunities and applications identified

Pipeline development and conversion

Quote follow-up effectiveness and quote-to-order conversion

Customer retention and relationship development

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