Customer Account Manager

Summary:

Excellent project management skills are required for this customer service-oriented position. The Customer Account Manager is the main contact between the client and Storr. The responsibility for managing assigned accounts is both tactical and strategic, encompassing all work from inception to the collection of revenue.

Primary Duties and Responsibilities:

• Leadership Responsibilities include: managing Storr's relationship with the customer, maintaining customer satisfaction for assigned accounts, participating in strategic account planning and performance review meetings with the customer, ensuring effective work processes are in place for assigned accounts, and being responsible for accurate documentation through the process.
• Design Responsibilities include: managing the entire design process from programming through specification and installation; adhering to applicable codes and regulations; using inventoried and/or redeployed product with oversight responsibility for customer's asset managed product; recommending ergonomic assessments when appropriate; verifying and maintaining the building and interior space plans as well as standards as appropriate.
• Project Management Responsibilities include: managing budgets, schedules, and Storr manpower to meet customer-established expectations; coordination with external and/or customer subcontractors and trucking companies; documentation of all projects; participation in the development of cost estimates, critical path models/timelines, and manpower needs for projects; management of redeployed product and dispositioning of product.

Customer Satisfaction Responsibilities:

• Sundown Rule: respond to all inquiries, both internal and external the same business day.

Compliance will be measured by exception.

• Zero Sells: at or below .25% of revenue for assigned accounts, projects, work.
• Satisfactory Customer Scorecards and Storr customer surveys: cumulative customer score at or above customer stated expectations. No Storr customer survey with a cumulative score below 7.
• See attached FSG Customer Account Manager Expectations document.

Education and/or Experience:

• Four-year Interior Design degree from FIDER accredited university and a minimum of 3 years experience with office furniture OR a combination of related four-year degree and a minimum of 3 years of related office furniture experience. Minimum of 3 years experience with AutoCAD preferred.