Job Title

Position Overview

Position Overview

This position is responsible for serving as the primary point of contact for assigned hospitality annuity clients and managing all aspects of their account service through Shaw Integrated Solutions (SIS). The Account Manager will partner with SIS Business Managers to onboard new accounts, implement service programs, and maintain long-term customer relationships.

The role operates in a highly detailed, customer-centric, and fast-paced environment. Hospitality accounts may involve custom products, established brand standards, complex project requirements, and time-sensitive installation schedules. The Account Manager must be able to coordinate multiple workstreams, respond quickly to customer needs, and ensure requirements are communicated and executed accurately throughout the life of each project.

This position will manage the operational performance of assigned accounts and partner with Sales to gather forecasts, evaluate account performance, and identify opportunities to improve service and profitability.

Primary Responsibilities

• Serve as the primary point of contact for assigned hospitality clients and manage all operational aspects of the account service program, from onboarding through the ongoing annuity relationship.
• Manage customer requests in a high-volume environment while providing timely, accurate, and professional follow-up.
• Receive purchase orders and project requests, determine the appropriate next steps, coordinate work across internal and external partners, and ensure each request progresses through completion.
• Manage service programs executed through WinBid, e-commerce, wholesale, or other applicable SIS systems and processes.
• Understand and maintain all contract and program requirements, including customer-specific pricing, reporting, rebate processes, service expectations, and hospitality brand standards.
• Maintain accurate account and project information within applicable databases and systems.
• Manage all aspects of customer orders and projects, including: Responding to proposal requests Defining the scope of work Identifying material and labor requirements Coordinating pricing with Sales Negotiating labor costs Responding to estimating needs Preparing formal proposals Coordinating plan estimation Partnering with Customer Service and Transportation to enter and track orders Monitoring order entry and production schedules Coordinating shipping and installation schedules Processing payables and invoicing Managing claims and troubleshooting project issues
• Monitor custom-product requirements, lead times, production schedules, and installation commitments to minimize disruptions that could affect hotel openings, renovations, or operational timelines.
• Coordinate claims and other service issues by engaging the appropriate internal teams, communicating updates, and ensuring the issue is carried through resolution.
• Manage and maintain blanket inventory at required levels.
• Develop and maintain professional relationships with internal and external customers and partners, including end users, suppliers, service providers, sales associates, contracting officers, purchasing agents, and installation partners.
• Coordinate with SIS Business Managers, Solutionists, Marketing Support Services, and Sales when responding to RFIs and RFPs, negotiating contracts, and managing contract or pricing renewals and updates.
• Monitor customer compliance with contract terms, conditions, service requirements, and pricing agreements.
• Delegate appropriate tasks to Account Coordinators, provide clear direction, and ensure work is accurately completed within required timelines.
• Train, mentor, and support the development of Account Coordinators.
• Remain accountable for problem resolution and ensure customer concerns are addressed promptly and professionally.
• Ensure jobs are billed and closed accurately and within established timelines.
• Understand the financial performance of assigned accounts, including project-cost reconciliation, margin movement, billing accuracy, and profitability.
• Maintain strong organization and attention to detail while managing multiple projects, customers, deadlines, and stakeholders simultaneously.
• Seek innovative solutions that enhance customer service, strengthen account programs, improve processes, and expand the value provided through SIS.
• Travel as needed to support customer relationships, projects, and service-program requirements.

Other Duties

• Perform other duties and special projects as assigned by management.

Position Requirements

• High school diploma or GED and a minimum of three years of relevant administrative, customer service, account support, project coordination, or related experience required.
• A two-year degree or relevant collegiate coursework is preferred.
• Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with customers, Sales, internal departments, suppliers, and service partners.
• Ability to manage confidential and sensitive business information appropriately.
• Strong negotiation, problem-solving, and conflict-resolution skills.
• Strong customer-service orientation and the ability to remain responsive in a fast-paced, high-volume environment.
• Exceptional attention to detail, particularly when managing custom products, brand standards, project specifications, pricing, schedules, and installation requirements.
• Ability to organize and prioritize multiple projects and requests while meeting deadlines and maintaining accuracy.
• Ability to take ownership of customer requests, make sound decisions, and ensure work progresses through completion with minimal supervision.
• Ability to coordinate work across multiple internal and external partners and follow up consistently on outstanding assignments.
• Ability to respond with urgency while balancing customer expectations, operational requirements, and business priorities.
• Willingness to travel and work directly with customers and service partners as needed.
• Proficiency in Microsoft Word and Excel and familiarity with shared-document platforms such as Google Docs. Microsoft PowerPoint experience is beneficial.
• Ability to exercise significant independent judgment and perform effectively with minimal supervision.

Preferred Skills

• Previous account management, project coordination, customer service, or commercial flooring experience.
• Experience supporting hospitality customers, hotel projects, custom products, or established brand-standard programs.
• Knowledge of commercial flooring products, installation processes, jobsite conditions, and standard industry practices.
• Experience reading blueprints, plans, specifications, or project-estimating documents.
• Experience working with general contractors, flooring contractors, installers, suppliers, or other construction-related partners.
• Experience managing claims, customer escalations, project delays, or other complex service issues.
• Experience managing annuity or long-term customer relationships.
• Business, financial, and marketing knowledge.
• Previous experience within SIS or a related department.
• Knowledge of WinBid, Shaw Integrated Solutions, order-management systems, or comparable project and estimating platforms.

Required Competencies

• Demonstrate Good Judgment
• Innovate
• Execute Action Plan
• Build Trusting Relationships

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