Account Manager

Title:Account Manager Manufacturing Location:Doraville, GA Schedule:Onsite Mon - Fri Hours:8a - 5p, daily This role owns the customer relationship, ensuring retention, expansion, and overall satisfaction while collaborating closely with internal teams to deliver on customer expectations. Must be comfortable working within a manufacturing/production facility. Key Responsibilities Account Management & Customer Service Serve as the main point of contact for assigned customers, managing day-to-day account needs and inquiries. Handle order entry, order status updates, and issue resolution promptly to meet or exceed expected response times and customer satisfaction goals. Proactively manage and prioritize customer concerns, escalating issues when required to ensure timely resolution. Coordinate with operations to ensure on-time delivery, product quality, and adherence to customer requirements. Respond to customer inquiries in alignment with defined SLAs. Maintain accurate and thorough records of customer interactions and activity in the CRM (HubSpot). Develop and maintain exceptional levels of customer satisfaction, driving retention and repeat business. Sales Growth & Revenue Expansion Manage inbound and outbound communications (calls, emails) for existing accounts and targeted prospects within the territory or segment. Identify, qualify, and nurture new opportunities within existing accounts and select new targets. Maintain accurate CRM records, including opportunity details, contact information, and pipeline stage updates. Prepare and send quotes and proposals, follow up consistently, and drive opportunities to close. Identify upsell and cross-sell opportunities based on customer needs, product fit, and business objectives. Cross-Functional Collaboration Provide clear and timely account updates to internal sales leadership regarding new opportunities, risks, and key developments. Collaborate closely with sales, engineering, manufacturing, quality, shipping, and other internal teams to ensure seamless customer experiences and aligned messaging. Work with Finance on pricing discussions, credit approvals, and commercial terms as needed. Capture and communicate customer feedback, trends, and voice-of-customer insights to relevant departments to support continuous improvement. Skills & Competencies Strong communication, interpersonal, and negotiation skills. High attention to detail and strong organizational skills. Ability to prioritize and manage multiple customer requests and requirements simultaneously. Ability to work independently while collaborating effectively as part of a broader team. Ability to adapt to changing priorities in a fast-paced environment. Effective conflict-resolution and problem-solving capabilities. CRM proficiency (HubSpot preferred) and comfort working with digital tools and systems. Ability to multitask while maintaining accuracy and follow-through. Working knowledge of manufacturing products and industry trends, or the ability to learn quickly. Behavioral Expectations Maintain professionalism, empathy, and a customer-first mindset in all interactions. Demonstrate ownership and accountability for assigned accounts, deliverables, and outcomes. Collaborate proactively with internal stakeholders to ensure a consistent, seamless customer experience. Continuously seek ways to add value to customer relationships and support long-term partnerships.