Account Manager

Account Manager

Location: Howell, MI -- Full-Time, In Office. Remote may be considered for someone with Fixture Sales Experience

Department: Fixture Sales

Reports To: Fixture Sales Manager

Pay: Salary, Exempt

About the Role

Account Managers are the engine of our customer relationships; they turn first-time buyers into long-term partners and identify the growth opportunities others miss. The Account Manager is responsible for managing and growing a portfolio of key customer accounts within the fixture sales division. This role serves as the primary point of contact for assigned customers, ensuring a high level of service, driving revenue growth, and maintaining long-term relationships.

Account Managers oversee larger, more complex quoting and project needs while coordinating with internal teams to deliver a seamless customer experience. They are also responsible for transitioning accounts to Sales Coordinators when appropriate, ensuring continued support and efficiency.

Key Responsibilities

Account Ownership & Relationship Management

• Serve as the primary point of contact for assigned accounts, plus newly onboarded accounts from Business Development Representative(s).
• Build and maintain strong, long-term customer relationships
• Conduct regular business reviews and check-ins to ensure customer satisfaction
• Act as the customer advocate internally to ensure needs are met
• Prospecting/Pipeline input -- Identify and flag expansion opportunities to Business Development Representative(s)

Account Growth & Retention

• Drive organic account growth with a target of 15% annually
• Identify upsell and cross-sell opportunities across fixtures, installation, counters, electrical, and graphics
• Monitor accounts activity and proactively address risks to retention
• Support post-delivery follow-up to ensure customer satisfaction and repeat business

Sales & Estimating Execution

• Manage and respond to larger, more complex quote requests from project managers, buyers, and multi-location customers
• Perform estimating, including store layouts and fixture recommendations
• Utilize tools and internal systems to generate accurate and timely quotes
• Ensure pricing aligns with margin expectations and company guidelines
• Expectation to maintain accurate CRM records.

Inventory & Order Coordination

• Monitor and communicate inventory availability using external tools
• Collaborate with operations and supply chain teams to ensure order feasibility and timelines
• Set clear expectations with customers regarding lead times and availability

Internal Coordination & Handoff

• Delegate smaller, one-off quote requests and routine transactional work to Sales Coordinators
• Strategically leverage Sales Support Coordinators to scale bandwidth, ensuring every customer gets the right level of attention at the right time.
• Ensure proper documentation and communication during all handoffs

Post-Sale Support

• Manage post-delivery follow-up and customer satisfaction
• Handle and oversee RMA (Return Merchandise Authorization) processes
• Resolve customer issues efficiently while maintaining strong relationships

What Success Looks Like at DisplayMax

• Consistently grows key accounts while maintaining strong relationships
• Anticipates customer needs and proactively provides solutions
• Balances strategic account management with efficient delegation
• Maintains high customer satisfaction even through challenges (delays, RMAs, etc.)
• Keeps accounts organized, documented, and positioned for long-term success

Key Performance Indicators

Account Growth

• Achieve 10%-20% annual revenue growth.

Quote Win Rate

• Convert 50%-75% of quoted opportunities into closed business.

Customer Satisfaction

• 90% satisfaction rate.

Why This Role Matters

The Account Manager plays a vital role in protecting and growing DisplayMax's customer base by turning transactional relationships into long-term partnerships. This role serves as the bridge between the customer and the organization — ensuring customers receive responsive communication, accurate solutions, and a consistent experience throughout every stage of their projects.

As one of the primary faces of DisplayMax to existing customers, the Account Manager helps drive repeat business, customer retention, and organic growth by understanding each customer's operational needs, timelines, and long-term goals. This role is critical in identifying opportunities for expansion while also proactively managing challenges such as lead times, inventory constraints, project changes, and post-sale support.

The Account Manager also plays a key role internally by coordinating with estimating, operations, procurement, logistics, and sales support teams to ensure projects move smoothly from quote to completion. Strong account management creates stability, strengthens customer trust, improves retention, and supports scalable growth across the business.

Success in this role directly impacts customer satisfaction, long-term revenue growth, operational efficiency, and DisplayMax's reputation as a trusted partner in the retail fixture industry.

Qualifications

• Bachelor's degree or equivalent, 3-5 Years of experience in B2B sales or account management, or equivalent combination of education and experience.
• Knowledge of and experience with Lozier or other retail fixtures
• Industry experience (retail fixtures, merchandising, or adjacent industries a plus)
• Comfort with estimating and reading store layout plans
• Proficiency with CRM tools and quoting software
• Strong communication and negotiation skills
• Ability to manage multiple projects simultaneously under deadline pressure

Our Culture & Expectations

At DisplayMax, we strive to be ideal team players:

• Hungry: Motivated and ownership-driven
• Humble: Team-first mindset
• Smart: Professional, people-aware, and solution-oriented

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.