Account Manager

Description

The Account Manager is responsible for managing and growing assigned client accounts by maintaining strong relationships, ensuring delivery alignment, and identifying expansion opportunities across SMG’s service lines. This role serves as the day-to-day commercial lead for assigned accounts, partnering closely with LOB Directors and Project Managers to ensure client needs are met while aligning scope, pricing, and delivery.

Key Responsibilities

• Build and maintain relationships across multiple levels of client organizations, including executive stakeholders
• Manage day-to-day client relationships across assigned accounts
• Develop and maintain account plans aligned to client needs and SMG growth objectives
• Identify and support expansion opportunities across SMG service lines
• Coordinate with LOB Directors for solution validation and service alignment
• Partner with Project Managers to ensure delivery execution aligns with client expectations
• Maintain visibility into account performance, risks, and opportunities
• Apply structured qualification frameworks (e.g., MEDDPICC) to evaluate and advance expansion opportunities within existing accounts
• Ensure pricing and scope align with established LOB frameworks
• Support revenue retention and growth targets within assigned accounts
• Maintain a disciplined expansion pipeline within assigned accounts, with clear visibility to opportunities, timelines, and revenue impact
• Leverage Gong and other tools to improve client communication and sales effectiveness

Key Milestones

• 0–3 Months: Complete onboarding and training across SMG systems, tools, and processes; Develop foundational knowledge of SMG service lines; Learn and begin using Salesforce and Gong to track activity and support client engagement; Review assigned accounts to understand current work, active engagements, and key stakeholders; Begin building internal relationships with LOB Directors, Project Managers, and Operations partners
• 3–6 Months: Develop a working understanding of account histories, client priorities, and ongoing work across assigned accounts; Establish relationships with key client contacts and participate actively in client conversations; Maintain accurate pipeline and account activity tracking in Salesforce; Identify initial expansion opportunities across SMG service lines
• 6–9 Months: Develop and execute account plans for assigned accounts aligned to growth and retention goals; Independently manage client relationships and coordinate across internal stakeholders; Proactively identify and advance expansion opportunities across service lines; Demonstrate strong alignment between client needs, SMG solutions, and delivery execution; Contribute meaningfully to revenue growth, retention, and account performance

Requirements

• 3–6+ years of experience in account management, client services, or a related commercial role, preferably within industrial, construction, or safety-related environments
• Strong understanding of general industry and construction safety practices, programs, and regulatory frameworks (OSHA, site safety expectations, contractor environments, etc.)
• Experience managing client relationships and coordinating across multiple stakeholders
• Familiarity with services-based business models and project-based delivery environments
• Experience using CRM platforms (Salesforce preferred) and sales enablement tools (e.g., Gong)
• Proven ability to manage multiple accounts, priorities, and timelines effectively
• Bachelor’s degree in business, safety, construction management, or a related field preferred
• Relevant safety certifications (OSHA 30, CSP, ASP, CHST, etc.) are a plus

Skills

• Strong relationship management skills with the ability to build credibility and trust with client stakeholders
• Solid understanding of construction and general industry safety practices, enabling effective client conversations and solution alignment
• Commercial awareness with the ability to identify growth opportunities within existing accounts
• Ability to connect client needs to SMG service lines and expansion pathways
• Strong communication skills, both written and verbal, with the ability to lead client-facing conversations
• Organizational and time management skills, with the ability to manage multiple accounts and priorities
• Collaborative mindset with the ability to work effectively across Sales, Operations, and LOB leadership
• Basic financial and business acumen, including understanding of pricing, scope, and margin considerations
• Proficiency in CRM systems (Salesforce) and communication analysis tools (Gong)
• Problem-solving mindset with the ability to navigate ambiguity and drive outcomes
• High ownership, accountability, and attention to detail

Physical Demands

Prolonged periods sitting at a desk and working on a computer. Manual dexterity needed for typing and other repetitive tasks. Must be able to speak in an accurate and detailed manner on the phone or in person. Moving about long distances and uneven terrain; Ascending and descending stairs and ladders; Remaining in a stationary position for a prolonged period of time; Working in extreme weather; Being exposed to loud noises; Wearing personal protective gear correctly when required.