Account Manager

ACCOUNT MANAGER — Roles & Responsibilities (Updated With Regional Outbound Sales)Reports to: Sales ManagerDirect Reports: NoneCompensation: $60-70k base DOE + commission + benefitsRole Purpose:The Account Manager is responsible for converting warm leads into closed orders while proactively generating new business through targeted regional outreach and relationship development. This role manages the full sales cycle — from inbound consults to outbound prospecting — ensuring that clients and trade partners receive a premium, Everhem-level service that leads to confident, high-value purchases.1. Accountability Areas (What the role owns)Lead Handling & ConversionConversion of inbound warm leads (virtual consults, inquiries, samples).Managing the full Quote → Order pipeline.Ensuring quick follow-up, strong recommendations, and high-quality quotes.Regional Outbound Sales & Lead GenerationProactive outreach to designers, architects, builders, and local partners.Identifying and developing new accounts within assigned region(s).Maintaining a strong regional prospect list and ongoing relationship cadence.Client Guidance & Product RecommendationsExpert product guidance across all categories.Helping clients visualize solutions and make confident decisions.Matching silhouettes, fabrics, trims, hardware, and configurations to needs.Quote Creation & Order AccuracyBuilding accurate quotes and ensuring complete, accurate specs.Clean, full handoff to Operations.Trade & Designer Account SupportProviding tailored support for trade and multi-room projects.Driving growth for existing designer accounts.Supporting progression through trade tiers.Pipeline Management & Client Follow-UpDaily follow-up on open quotes and proposals.Maintaining clean and up-to-date CRM tracking.Client ExperienceProviding warm, high-touch communication across the lifecycle.Troubleshooting pre-order questions quickly and professionally.2. Core Responsibilities (What the role does)Inbound Lead Response & Consult PreparationRespond to all warm leads within 24 hours.Conduct pre-consult research (photos, goals, measurements).Gather missing information ahead of consults.Virtual Consultation ExcellenceLead premium, expert consultations for DTC and trade.Provide confident recommendations for silhouettes, fabrics, trims, hardware.Validate or guide accurate measurement taking.Communicate timelines, expectations, and next steps.Quote Building, Closing & UpsellingBuild accurate, detailed quotes in Shopify/Kustomer.Follow up until a decision or next step is reached.Upsell layered solutions, trims, additional rooms, and upgraded hardware.Regional Outbound Sales & NetworkingBuild a targeted list of regional designers, architects, and trade prospects.Conduct weekly outbound outreach (email, IG DM, calls, in-person visits).Attend local industry events, showrooms, open houses, or trade meetups.Develop recurring check-ins with potential and current regional accounts.Introduce prospects to trade tiers, samples, consult services, and benefits.Trade Account SupportAssist designers with mood boards, swatches, and multi-room quoting.Track designer projects and maintain strong follow-up cadence.Help designers optimize their client presentations and proposals.Strengthen relationships with top-tier trade partners.Order Accuracy & Ops CollaborationEnsure 98–100% accuracy on measurements, fabrics, trims, stack, returns, hardware.Submit complete order packets to Ops with zero missing details.Alert Ops to complex installs or custom configurations early.Cross-Functional CommunicationProvide Marketing with insights on lead quality and client objections.Share client demand trends with Product & Merchandising.Flag production or timeline concerns to Operations.CRM & Administrative WorkUpdate CRM daily with statuses, notes, and follow-up tasks.Maintain accurate pipeline stages and consult logs.3. Success Metrics (How we measure performance)Conversion MetricsConsult → Quote conversion.Quote → Order conversion (primary KPI).Response time: <24 hours.Warm lead → Consult conversion rate.Outbound Sales MetricsNumber of new outbound contacts made weekly.Number of new trade/design accounts opened per month.Reactivation of lapsed regional accounts.Outbound-driven revenue and conversion.Event attendance or partnership engagements completed.Revenue MetricsMonthly + quarterly sales targets achieved.AOV growth and multi-room/multi-category sales.Trade-driven revenue contribution.Accuracy & Ops-Alignment MetricsQuote accuracy rate (98–100%).Order entry accuracy rate (98–100%).Remake rate due to sales errors (<1–2%).Clean handoff rate to Ops.Client Experience MetricsCSAT Client feedback and review quality.Response speed and resolution time.Trade Designer Relationship MetricsNumber of active designer accounts managed.Growth in existing designer revenue.Adoption of higher trade tiers.