Account Manager - Custom Exhibits & Scenic Fabrication

About Us

The Factory NYC is a leading custom fabrication company specializing in innovative solutions for various industries, including events, retail, art, architecture, and related fields. We take pride in our dedication to quality, craftsmanship, and customer satisfaction.

About the Role

The Account Manager is responsible for managing client relationships, defining project scope, and ensuring alignment of project requirements with internal capabilities for non-strategic and developing accounts. This role coordinates all project inputs between the client, Estimating, and Project Management, ensuring that all opportunities are clearly defined, complete, and aligned prior to entering estimating. The Account Manager focuses on scope definition, clarity, and communication, ensuring projects are accurately qualified and prepared for accurate pricing and execution. This role does not define pricing strategy or margin decisions but prepares and communicates pricing based on Estimator-provided cost and company-defined pricing frameworks.

Operating Principles

The Factory NYC operates under a structured commercial and production model where:

• 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.
• 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.

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.
  • Support proposal development in coordination with Estimating and Strategic Accounts, ensuring alignment with scope, client expectations, and internal capabilities.
  • Prepare complete estimating intake packages including scope description, deliverables, timeline expectations, and budget context.
  • Coordinate 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.
  • Develop and maintain strong working relationships for assigned accounts, supporting project execution and client communication.
  • Conduct client outreach post-projects to gather feedback and identify client needs, coordinating 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.
  • Coordinate with Project Management on updates, issues, and changes to ensure alignment between client expectations and project execution.
  • Own client communication and coordination of change orders in alignment with Estimating, Project Management, and Account Leadership.
• Estimator Intake Responsibility:
  • Ensure all projects are clearly defined, complete, and accurately represented before submission to Estimating.
  • All scope inputs must fully reflect project requirements without omission, simplification, or bias that could impact cost, feasibility, or pricing outcomes.
  • Estimating has the authority to reject, return, or pause any project submission that is incomplete, unclear, or contains biased or insufficient information.
  • Ensure all opportunities meet Pre-Production Approval Gate input requirements prior to 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.

Role Authority & Boundaries

The Account Manager Has The Authority To:

• Define and document project scope with clients.
• Manage client communication and expectations.
• Coordinate internal teams to develop proposals.

The Account Manager Does NOT:

• Own cost, pricing strategy, or margin decisions (Estimating and Account Leadership responsibility).
• Override feasibility or margin constraints.
• Own strategic accounts (Head of Strategic Accounts).
• Own project execution (Project Management).
• Define or validate project timelines without input from Estimating.
• Communicate project commitments, changes, or decisions to clients without alignment with Project Management.

Pricing Governance

All pricing must meet company-defined margin thresholds unless explicitly approved by leadership. The Account Manager is responsible for ensuring that all proposals align with these thresholds in coordination with the Account Executive and/or Head of Strategic Accounts and must escalate any exceptions or client-driven pricing pressures to leadership prior to proceeding.

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.

Requirements

• Proven experience in account management, project coordination, or client services within a fabrication, manufacturing, or related environment.
• 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.
• Technical understanding required to translate client requirements into clear, actionable project scope definitions.
• Ability 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.
• Ability to motivate themselves and their team.

Benefits

• Full-Time position.
• 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.