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Account Manager

Full-Time - Posted 28 days ago

A dedicated account manager is assigned to each contracted properties to serve as the main point of contact with Signature. Account managers are responsible for achieving customer satisfaction and ensuring that Signature is exceeding industry quality standards.

Key Areas of Responsibility

  1. Customer Satisfaction & Retention
    1. Manage relationship with customer to achieve satisfaction
      1. Respond to inquiries within 24 hours; resolve issues in timely manner.
      2. Communicate effectively with clients and maintain professional approach in all client interactions.
      3. Communicate effectively internally re: customer needs and expectations.
    2. Proactively meet with and educate customers to ensure retention
      1. Contact and visit regularly, hold timely contract renewal meetings.
      2. Educate client regularly re: value of services included in contract.
      3. Develop “first name basis” relationship with customer to encourage loyalty & “word of mouth” marketing
  2. Account Portfolio/Site Quality
    1. Ensure that site and master account plans result in sites which meet industry quality standards as well as Signature specific standards
      1. Assesses quality & aesthetics of each property
      2. Determine & recommend needs for site enhancements
      3. Accurately estimate additional work to ensure site quality
      4. Relay appropriate information needed to schedule, and to secure materials, equipment; (secures materials as appropriate)
    2. Ensure that site plans, proposals provide clear direction to PMs, crews, and subcontractors
      1. Coordinate scheduling changes with PM to balance customer and company needs
      2. Assess quality of enhancements via post-completion site visit
      3. Provide timely and clear feedback to OM/PM/subcontractors re quality of work
  3. Guiding Principles
    1. Assist in ensuring safety is priority
      1. Personally follows all safety guidelines
      2. Stay alert to and communicates safety concerns to OM
      3. Report accidents immediately
    2. Represent Signature with integrity and model guiding principles internally and externally
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