Account Manager

About the role

The Factory NYC is a leading custom fabrication company specializing in innovative solutions for various industries. We are seeking an Account Manager to manage client relationships, define project scope, and ensure alignment with internal capabilities.

Responsibilities

• Lead definition of project scope with clients, ensuring all project inputs are complete, accurate, and presented without bias or influence on cost outcomes.
• Collect and document client budget information to support opportunity qualification and alignment of expectations.
• Qualify opportunities before submission to estimating to ensure alignment with internal capabilities and strategic fit.
• Support account growth initiatives by identifying client needs and coordinating with Account Leadership where expansion opportunities arise.
• Prepare complete estimating intake packages including: Scope description, Deliverables, Timeline expectations, Budget context.
• Coverage with Estimating to ensure all proposals are based on complete scope, validated cost inputs, and production feasibility.
• Facilitate communication of construction methods and cost-impact options as defined by Estimating and Production.
• Communicate project timelines within quotes based on information provided and validated by Estimating.
• Serve as the primary client contact for project scope, expectations, and coordination, while coordinating with Project Management for execution-related communication and with Strategic Accounts where applicable.
• Develop and maintain strong working relationships for assigned accounts, supporting project execution and client communication, while coordinating with Account Leadership on broader account strategy and growth initiatives.
• Conduct client outreach post projects to gather feedback and identify client needs, coordinating any potential follow-up opportunities with Account Leadership.
• Ensure clear, complete handoff to Project Management to support successful execution.
• Maintain alignment on client expectations throughout the project lifecycle, coordinating closely with Project Management on execution-related communication.
• Coverage with Project Management on updates, issues, and changes to ensure alignment between client expectations and project execution.
• Owning client communication and coordination of change orders in alignment with Estimating, Project Management, and Account Leadership as applicable.
• Estimator Intake Responsibility: Ensure all projects are clearly defined, complete, and accurately represented before submission to Estimating.
• Departmental Duties: Participate in project audits to improve estimating accuracy and pricing framework effectiveness. Support internal process improvements and operational efficiency initiatives as directed by the Accounts Director.
• Maintain accurate records of client interactions, project details, and financial transactions. Prepare and present regular reports on quote statuses, client satisfaction, and financial performance.

Operating Principles

The Factory NYC operates under a structured commercial and production model in which Estimating owns all cost and feasibility determinations, Account Leadership (Accounts Executive and Head of Strategic) is responsible for developing and executing pricing strategy within company-defined margin thresholds, and Account Management owns scope definition, coordination, and execution support. Leadership retains final authority over pricing exceptions and margin approvals. All roles must operate within these boundaries to ensure accuracy, efficiency, and protection of company margins.

Basic Duties and Responsibilities

• Opportunity Development & Coordination: Lead definition of project scope with clients, ensuring all project inputs are complete, accurate, and presented without bias or influence on cost outcomes.
• Collect and document client budget information to support opportunity qualification and alignment of expectations.
• Qualify opportunities before submission to estimating to ensure alignment with internal capabilities and strategic fit.
• Support account growth initiatives by identifying client needs and coordinating with Account Leadership where expansion opportunities arise.
• Prepare complete estimating intake packages including: Scope description, Deliverables, Timeline expectations, Budget context.
• Coverage with Estimating to ensure all proposals are based on complete scope, validated cost inputs, and production feasibility.
• Facilitate communication of construction methods and cost-impact options as defined by Estimating and Production.
• Communicate project timelines within quotes based on information provided and validated by Estimating.
• Client Relationship Management: Serve as the primary client contact for project scope, expectations, and coordination, while coordinating with Project Management for execution-related communication and with Strategic Accounts where applicable.
• Develop and maintain strong working relationships for assigned accounts, supporting project execution and client communication, while coordinating with Account Leadership on broader account strategy and growth initiatives.
• Conduct client outreach post projects to gather feedback and identify client needs, coordinating any potential follow-up opportunities with Account Leadership.
• Project Coordination: Ensure clear, complete handoff to Project Management to support successful execution.
• Maintain alignment on client expectations throughout the project lifecycle, coordinating closely with Project Management on execution-related communication.
• Coverage with Project Management on updates, issues, and changes to ensure alignment between client expectations and project execution.
• Owning client communication and coordination of change orders in alignment with Estimating, Project Management, and Account Leadership as applicable.
• Estimator Intake Responsibility: Ensure all projects are clearly defined, complete, and accurately represented before submission to Estimating.
• Departmental Duties: Participate in project audits to improve estimating accuracy and pricing framework effectiveness. Support internal process improvements and operational efficiency initiatives as directed by the Accounts Director.
• Maintain accurate records of client interactions, project details, and financial transactions. Prepare and present regular reports on quote statuses, client satisfaction, and financial performance.

Performance Goals and Metrics

• Supporting revenue performance through accurate scope definition, efficient project coordination, and alignment with company pricing and margin frameworks.
• Quality and completeness of scope prior to submission to estimating.
• Reduction in estimating revisions.
• Client communication effectiveness and responsiveness through the sales cycle.
• Proposal turnaround time.
• Smoothness of handoff to production and project management.
• Effectiveness in supporting account growth and client retention through coordination, responsiveness, and execution quality.
• Timeliness and responsiveness in managing project intake, estimating coordination, and client communication throughout the pre-production process.
• Effectiveness of project qualification and alignment, measured by reduction in non-viable opportunities entering estimating and improved accuracy of project fit.
• Client satisfaction of work produced and account relationships.
• Continuous growth in areas noted above.

Skills and Requirements

• Proven experience in account management, project coordination, or client services within a fabrication, manufacturing, or related environment.
• The ability to understand and communicate solutions, products, and services related to fabrication across various markets.
• Exceptional time management skills and the ability to multitask.
• Excellent customer service skills.
• Possess the technical understanding required to translate client requirements into clear, actionable project scope definitions.
• Able to communicate effectively to multiple levels of the organization while maintaining a culture of positivity and continuous improvement.
• Strong understanding of all methods of fabrication and the timing it takes to execute.
• The ability to motivate themselves and their team.

What We Offer

• Position Type: Full-Time
• Base salary: $85,000 - $95,000 per year
• Percentage stipend for Health, Dental, and Vision Insurance Plans
• Paid Time Off
• Savings Incentive Match Plan for Employees

Company Information

The Factory NYC is an equal opportunity employer. We are committed to fostering diversity and creating an inclusive environment for all employees.