Account Manager

Account Manager

Company: KE USA Inc.

Industry: Exterior Sunshading & Outdoor Living Solutions

Employment Type: Full-Time

Location: Chester, NY / As Assigned

About KE USA

KE USA is a leading manufacturer and supplier of premium retractable awnings, exterior screens, and bioclimatic pergolas for residential and commercial applications.

Our success is built on innovative products, technical expertise, quality manufacturing, and strong, long-term relationships with our dealer network.

We are seeking a technically knowledgeable, customer-oriented Account Manager who understands exterior sunshading products from manufacturing through installation and can serve as a trusted partner to our customers.

Position Overview

The Account Manager will be responsible for managing and developing relationships with existing customers, supporting their technical and commercial needs, coordinating with internal departments, and ensuring an exceptional customer experience.

This is not a traditional customer service or administrative sales position.

The successful candidate must possess strong technical expertise in exterior sunshading systems, excellent customer acumen, and a thorough understanding of manufacturing processes, product applications, and installation practices.

Direct hands-on experience with the installation, manufacturing, or technical servicing of retractable awnings, exterior screens, and bioclimatic pergolas is highly preferred.

The ideal candidate combines technical credibility with commercial judgment, problem-solving capabilities, and a strong commitment to customer satisfaction.

Key Responsibilities

Account Management & Customer Relationships

• Serve as the primary point of contact for assigned dealers and key accounts.
• Build and maintain strong, long-term customer relationships based on responsiveness, reliability, and technical competence.
• Understand customers' businesses, technical capabilities, and operational requirements.
• Identify opportunities to increase account revenue, expand product penetration, and improve customer retention.
• Proactively address customer concerns and coordinate effective resolutions.
• Collaborate with other internal departments to support account development and commercial objectives.

Technical Product Support

• Provide knowledgeable guidance on retractable awnings, exterior screens, and bioclimatic pergolas.
• Assist customers with product selection, configurations, dimensions, technical specifications, and application requirements.
• Understand installation methods, structural considerations, mounting conditions, motorization, and control systems.
• Support customers in diagnosing technical issues and identifying appropriate corrective actions.
• Review technical inquiries and coordinate with engineering and production when necessary.
• Assist in resolving installation-related challenges, product claims, and warranty issues.

Manufacturing & Order Coordination

• Demonstrate a thorough understanding of manufacturing workflows, production processes, and product customization.
• Work closely with customer service, engineering, production, and logistics.
• Ensure that customer commitments are aligned with manufacturing capabilities and operational requirements.

Commercial Account Development

• Monitor account performance, purchasing patterns, and growth opportunities.
• Prepare quotations, coordinate pricing discussions, and support commercial negotiations.
• Identify opportunities for cross-selling and upselling products within KE USA's portfolio.
• Maintain accurate customer records and account activities in the CRM system.
• Provide regular feedback regarding customer needs, product performance, and market developments.

Required Qualifications

• Strong professional experience in exterior sunshading systems, preferably including retractable awnings, exterior screens, and bioclimatic pergolas.
• Solid technical understanding of product construction, manufacturing processes, installation methods, and product applications.
• Strong customer acumen with demonstrated ability to understand customer needs, build trust, and manage complex customer relationships.
• Experience coordinating between customers, manufacturing, engineering, and operations.
• Excellent analytical, organizational, communication, and problem-solving skills.
• Commercial awareness and ability to balance customer expectations with operational and financial considerations.
• Ability to manage multiple customer priorities in a fast-paced manufacturing environment.
• Proficiency with ERP, CRM, and Microsoft Office applications.

Ideal Candidate Profile

We are looking for someone who:

• Understands the product: Knows how exterior sunshading systems are designed, manufactured, installed, and operated.
• Understands the customer: Can communicate confidently with dealer owners, installers, technicians, and purchasing personnel.
• Understands manufacturing: Recognizes how product configurations, production processes, and lead times influence customer commitments.
• Takes ownership: Does not simply pass problems to another department but actively coordinates solutions.
• Thinks commercially: Understands that strong technical support and excellent customer relationships are essential drivers of revenue and profitability.

Important: This position requires genuine technical knowledge of exterior sunshading products. Candidates with only general customer service or administrative account management experience, without relevant technical expertise, are unlikely to be successful in this role.