Lighting Account Manager

As the liaison between companies and their customers, the core priority of this role is addressing customers' needs and concerns quickly and effectively to develop and maintain strong relationships.

Responsibilities

• Handle customer complaints and find solutions to their issues
• Prepare proposals and communicate with the team
• Make calls and take meetings
• Proactively drive new customers through marketing campaigns, networking events, and trade shows
• Sell all FSG products and services to a portfolio of existing accounts to maximize business
• Attain critical customer information to understand structure, size, needs, and annual spending
• Work closely with Business Development Managers to support quoting and closing business
• Communicate with clients to ensure all their needs are understood and addressed
• Build strong client relationships to maintain existing business and acquire new products and services
• Proactively engage with customers and maximize FSG’s footprint within each client
• Identify and close upsell opportunities
• Schedule and lead weekly progress meetings
• Maintain and increase customer renewal levels and decrease churn rate
• Collaborate with local operations and corporate solutions teams to fulfill customer needs
• Resolve complaints and track processes related to client desires
• Act as the client’s representative within the firm to ensure demands are met and improve customer experience
• Collect and analyze data on consumer behavior to understand changing needs
• Welcome and set up new customers
• Contact customers to review their business and ensure loyalty
• Resolve outstanding customer issues promptly
• Identify opportunities to increase customer profitability and drive company revenue
• Work with operations to deliver maximum customer retention, revenue, and net profit
• Ensure customers are aware of all FSG products and services
• Report competitive market data
• Maintain FSG’s internal CRM, “Engage,” with the latest opportunities
• Meet and exceed FSG-developed KPIs
• Take ownership of customer issues and drive resolution
• Focus on customer service and retention of existing clients

Requirements

• Ideally, 3+ years of experience in Sales and/or Account Management
• Prior experience in the lighting industry strongly preferred
• Strong customer-facing skills (executive presence, writing, phone, and email)
• Outstanding communication and listening skills (English)
• Self-motivated with a strong work ethic
• Demonstrated ability to achieve or surpass results against standards of excellence
• Passion for improving solution delivery with a commitment to continuous improvement
• Proven ability to cultivate long-term, sustainable, value-based customer relationships
• Demonstrated negotiation skills using collaboration, compromise, persuasion, influence, and rationale
• Ability to develop and leverage partnerships to drive strategic plans
• Consistent alignment with organizational strategy to advance opportunities
• Strong computer and office product skills
• Connection to local industry associations with active participation

Physical Requirements

• Talk, hear, and see (including close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus)
• Perform light to medium work, exerting up to 25 pounds of force occasionally or negligible force constantly
• Primarily sedentary role, but some travel to field locations is required (ability to traverse uneven terrain, bend, or stand as necessary)

Working Conditions

• Mainly operates in a professional office environment, with regular travel to offsite events and field locations
• Routinely uses standard office equipment such as computers, tablets, phones, photocopiers, filing cabinets, and fax machines
• Work hours vary daily due to business needs, including flexible hours to attend customer and industry events
• Success is measured by meeting deliverables, not working hours