Account Manager, Architectural Solutions

Job Description

Job Description

Description:

About Henricksen

Henricksen (Oak Brook, IL) is a full-service contract furniture dealership specializing in office, healthcare, education, government, senior living, and hospitality spaces. In 1962, Henricksen opened its doors as a small, family-run dealership. Today, Henricksen is a leading national dealership with twelve offices in Illinois, Minnesota, New York, Pennsylvania, Tennessee, Washington, DC, and Wisconsin, 300+ full-time employees, and annual sales of $300+ million. With 300+ manufacturer partnerships, Henricksen offers an array of products from systems furniture, casegoods, seating, lounge, and conference furnishings to architectural solutions including modular walls, flooring, lighting, sound masking, and technology equipment. Henricksen is one of the largest privately-owned dealer partners of HNI in the United States. HNI’s furniture brands include Allsteel, Gunlocke, HBF, The HON Company, and Kimball International. 

Job Summary

This position can work out of our MN, IL (Chicago or Oak Brook), WI (Madison or Milwaukee), or DC offices. The Account Manager serves as primary contact and liaison, nurturing strong relationships and optimal service delivery of all parties engaged on the account(s). They orchestrate day-to-day engagement, accountability, and execution of work across the order life cycle in alignment with client goals and mutual agreements. They leads effort to retain and expand client investments through in-depth expertise and ongoing pulse of client needs. They operate in the best interests of the client and organization, advocating for and delivering on opportunities that foster positive experiences, value, and mutual benefit for all.

Responsibilities:

• Client Relationship + Account Management. Act as liaison for all work and parties engaged on the account (s) – inclusive of project team, partners, and vendors (A&D firms, building managers, contractors, trades, facility managers, IT groups, movers, etc.). Maintain a comprehensive view of the needs, goals, and expectations for the account(s) (i.e., book of business). Build and nurture quality relationships with client team, vendors, and other partners engaged on the account(s). Ensure an exceptional client experience through ongoing efforts to monitor and foster satisfaction across client team and account(s). Onboard and engage client team members proactively to foster project and account continuity and success. Respond to all inquiries, requests for information and/or quotations, problem resolution, etc. in a timely manner. Maintain ongoing client engagement and visibility of overall account activity. Connect with client and project stakeholder’s post-occupancy to maintain relationship.
• Sales Order Management. Develop and/or collaborate on plans and product specifications to meet project goal in alignment with overall account strategy. Facilitate and present comprehensive and professional quote to client in a timely manner. Partner appropriately to develop and present service contracts to client when complex services are sold or for major projects. Verify pricing and products meets client’s expectations of scope and inclusions. Ensure a seamless close of sale, obtaining signatures – sales and purchase orders – and deposits as required.
• Pre-order, Project + Workflow Management. Partner with Project Management to conduct required planning, resource procurement, and logistics scheduling in alignment with agreed upon parameters, timeline, and goals. Oversee and orchestrate all projects, work orders and requests to plan, fostering collaboration and accountability across internal and external teams and partners. Collaborate with Project Management and Design to provide timely and formal written communication throughout projects and appropriately disseminate all critical information. Coordinate team meetings as required to maintain information flow from sales to operations. Engage with Project Management to maintain working knowledge of the opportunity, and manage budget and project administration activities in ways that optimize project efficiency and profitability. Connect as required to maintain engagement and alignment of the team and address escalated points related to activities, services, orders, and team needs. 
• Client + Business Advocacy. Set and strategically execute quarterly and annual targets and goals driven by market. Advance client goals through targeted add-on or new product or service offerings. Leverage client, product, and industry knowledge to proactively inform client of opportunities that appeal to potential needs. Connect with client strategically to provide product updates, confirm ongoing satisfaction, and respond to requests. Assist Accounting with collection of any outstanding client debt. Capitalize on vendor and partner programs and relationships to optimize client investments and organization profitability. 
• People + Culture Development. Model and reinforce the organization’s Core Values across interactions and relationships. Coach and collaborate with account and project teams for increased mutual success. Establish and nurture inclusive relationships with colleagues and across teams. Maintain accountability for ongoing learning and improvement required to perform job.

Requirements:

Qualifications – Education and Experience

Required : 

• Bachelor’s or associate degree in marketing, business administration, design, or related field
• Five+ years’ experience in account management, sales, design, project management, or another client-facing role
• Experience in contract furniture dealership or related industry:
• Recommend and deliver client-focused solutions
• Negotiate win-win outcomes
• Manage a variety of projects and/or client account/portfolio
• Well-versed in sales process
• Experience with CRM software, business application software (i.e., manage inventory management and order processing), and spreadsheet development and analytics
• Proficient and effective communicator (written and verbal) across various audiences and situations
• Strong customer service, problem-solving, and team orientation 
• Process and continuous improvement mindset
• Agile with positive and professional demeanor
• Proficient in Microsoft Office365 applications (including MS Word, Excel, and PowerPoint)
• Willingness and ability to participate in off-hour business-related events

Preferred : 

• Strong network in relevant market or market segment

Additional Information

Henricksen offers competitive wages based on skills and experience as well as comprehensive benefits packages. As an Equal Opportunity Employer, Henricksen is fully committed to cultivating a culture that is inclusive and integrates its Core Values in every action, every interaction, and every decision that is made.