Strategic Account Manager

Strategic Account Manager

This is a rare opportunity to lead the partnership with one of the world's most influential and industry-leading brands. As the Strategic Account Manager, you will be the visionary leader responsible for the overall performance, growth, and unparalleled customer satisfaction of this prestigious global account. This high-profile role serves as the primary conduit between the client's executive stakeholders, PeopleSpace, and a sophisticated multidisciplinary onsite team, translating global priorities into world-class execution.

The onsite team currently includes six Workplace Technicians, one Technical Lead, two Workplace Coordinator/Designers—including one based in Northern California—and one hybrid Workplace Coordinator/Technical Supervisor.

This position represents a pinnacle career milestone, combining high-stakes strategic account leadership, people management, and business development. The successful candidate will possess the gravitas to advise senior global stakeholders while maintaining the operational excellence required to lead a diverse team. You will be empowered to drive innovation and hold the team to the highest standards of quality, responsiveness, and professional brilliance.

During the initial phase, your primary mission will be the stewardship of this flagship account. Once the account and high-performing team are operating at peak efficiency, you will have the mandate to expand your portfolio to additional strategic projects, unlocking significant opportunities for bonus and commission earnings in alignment with PeopleSpace's elite compensation program.

Key Responsibilities

Strategic Client Leadership

Serve as the primary point of contact for all PeopleSpace activities, services, orders, projects, and onsite personnel supporting the account.

Build trusted relationships with client stakeholders and develop a thorough understanding of the client's business, workplace strategy, service expectations, and priorities.

Translate client needs into clear assignments, priorities, timelines, and performance expectations for the onsite team and supporting PeopleSpace departments.

Provide regular reporting on project status, work orders, team performance, service levels, budgets, risks, and upcoming needs.

Anticipate issues, communicate proactively, and lead escalations through resolution.

Identify opportunities to improve service delivery, team structure, processes, and the overall client experience.

Onsite Team Leadership and Workforce Management

Provide day-to-day leadership and accountability for a large (10-15 person) multidisciplinary team across workplace operations, furniture services, technical services, coordination, and design.

Establish clear roles, workflows, service standards, escalation paths, and communication expectations.

Strategically deploy team members according to their skills, workload, location, and client priorities.

Manage staffing, scheduling, coverage, workload distribution, and labor utilization to meet service expectations while proactively limiting unnecessary overtime.

Monitor the quality, accuracy, timeliness, and professionalism of the team's work.

Conduct regular team meetings, one-on-ones, coaching, and performance conversations.

Partner with PeopleSpace leadership and Human Resources on hiring, onboarding, training, performance management, and employee development.

Build a collaborative, accountable team culture and promote cross-training to strengthen coverage and consistency.

Ensure employees understand that PeopleSpace is their employer while maintaining a highly integrated and responsive onsite client experience.

Project and Work-Order Management

Oversee the full lifecycle of client projects, daily work orders, furniture requests, moves, adds, changes, repairs, and service needs.

Confirm that requests are properly scoped, assigned, scheduled, documented, and completed according to client expectations.

Direct internal team members and PeopleSpace departments responsible for design, specifications, quoting, order management, project management, delivery, and installation.

Develop product specifications and project solutions independently or in collaboration with designers, project managers, and other dealership personnel.

Prepare or oversee accurate, professional proposals and quotes and present them to the client in a timely manner.

Maintain visibility into active work and provide frequent, reliable status updates to the client.

Coordinate with client representatives and third parties, including A&D firms, contractors, facilities teams, IT, electrical and communications consultants, manufacturers, and installation partners.

Financial and Sales Management

Establish appropriate costs and sell amounts for account products and services based on contract pricing, margin requirements, and established service rates.

Manage account profitability, cost of sale, labor utilization, project budgets, and overtime performance.

Support forecasting and maintain visibility into the account's current and anticipated pipeline.

Develop service proposals and contracts for complex services or major projects.

Introduce relevant products, services, and workplace solutions that support the client's evolving needs.

Once fully established on the primary account, manage and develop additional projects and client opportunities.

Process, Quality, and Customer Satisfaction

Ensure established service levels, quality standards, response times, and performance expectations are consistently met.

Implement effective quality-control procedures for project documentation, specifications, quotes, orders, installations, and completed service work.

Track key performance indicators and use data, client feedback, and team insights to improve performance.

Identify recurring problems, determine root causes, and implement corrective actions.

Ensure compliance with PeopleSpace and client policies, procedures, safety requirements, and site protocols.

Maintain a consistently polished, responsive, and solutions-oriented client experience.

Qualifications and Skills

Bachelor's degree or an equivalent combination of education and relevant experience.

Minimum five to eight years of commercial furniture sales, account management, workplace services, or related industry experience.

Demonstrated experience managing a multidisciplinary team with varied technical, operational, design, and client-facing responsibilities.

Strong strategic account-management skills and confidence working directly with senior client stakeholders.

Proven ability to implement team structures, processes, and performance standards in a client-facing environment.

Strong workforce-planning skills, including workload balancing, scheduling, labor utilization, and overtime management.

Demonstrated project-management and space-planning capabilities.

Strong understanding of contract furniture processes, including specifications, quoting, order preparation, project management, order management, delivery, and installation.

Financial acumen related to pricing, gross margin, project budgets, labor costs, and cost of sale.

Excellent written and verbal communication skills, sound judgment, and a polished professional presence.

Strong interpersonal, coaching, conflict-resolution, and problem-solving skills.

Ability to manage competing priorities and remain calm, organized, and responsive in a fast-paced client environment.

Experience with Haworth products is preferred.

Ability to work primarily onsite at the Confidential PeopleSpace Client's offices and provide occasional support outside standard business hours when project or escalation needs require.