Account Manager

G|M Business Interiors is southern California’s premier dealer for Miller Knoll furniture. We specialize in office furniture planning, specification, procurement, project management, delivery, installation, reconfiguration, and complete asset management. With our history dating back to 1944, G|M’s success continues because of our team of dedicated and professional employees, who embrace passion for excellent furniture design, operational proficiency and most importantly, delighted customers!



As an ESOP company, G|M Business Interiors is proudly employee-owned. Our employee-owners share in the company's success and are committed to collaboration, accountability, and delivering exceptional results for our clients. Every G|M team member makes an impact, contributes to a legacy of excellence, and builds long-term value through employee ownership.



ROLE SUMMARY

The Account Manager serves as the primary conduit for G|M workplace knowledge, product expertise, product specification, quality quotations, project management oversight, installation coordination, and overall client satisfaction. This role is responsible for delivering an exceptional customer experience while helping G|M achieve its business objectives by growing each market and exceeding prior year performance benchmarks.



The Account Manager embodies G|M's "IPA" philosophy by providing clients with intelligence, insights, and innovation while demonstrating passion, pride, agility, adaptability, appreciation, and a high-performance work ethic. Utilizing G|M's tools, including the G|M Promise, internal support teams, and proprietary software platforms, the Account Manager delivers workplace solutions that drive client success.



In certain circumstances, the Account Manager may serve in a supporting capacity under an Account Executive or Business Development Executive. In this role, the Account Manager is responsible for managing most of the customer experience while the Lead Executive maintains the primary client relationship. Responsibilities include supporting workplace strategy implementation, coordinating project execution, leading the project team (Job Captain, Designer, and Project Manager), and overseeing project milestones from specification through completion. The Account Manager attends client meetings as requested and escalates client concerns to the Lead Executive for strategic resolution.



ESSENTIAL DUTIES

1. Leadership: Serve as the leader and coordinator of G|M's Client Care Workflow Network, ensuring complete client satisfaction independently or in partnership with a Lead Executive. As the primary point of contact for G|M's 14-step Customer Experience process, the Account Manager is responsible for guiding clients through every stage of engagement. Success in this role is driven by a commitment to elevating the workplace, delivering quality results, and exemplifying G|M's Five Rules for Success while fostering a productive and collaborative work environment.



2. Client First: Embrace G|M's "Client First, G|M Second" philosophy by consistently acting as an advocate for the client. This includes collaborating effectively with internal teams, manufacturers, and third-party subcontractors while maintaining a focus on achieving the best possible outcomes for the client.



3. Training and Professional Development: Participate in a customized training program during the initial onboarding period. Training includes an introduction to G|M's operating systems and software platforms. Critical training components include Elevate, CAP, G|M Folio, Engagerator, eAsset/eProcure, MyWindow, and Master Catalog for Primary Partner. Mastery of G|M's technology platforms is essential for building and maintaining relationships with the organization's largest and most strategic clients.



Participate in G|M Challenger training programs designed to develop expertise in educating clients about G|M's differentiators and value proposition, understanding and addressing client business challenges, delivering meaningful insights and workplace strategies, tailoring solutions to individual client needs, driving client satisfaction through proactive leadership, and reducing solution fatigue and simplifying decision-making.



The Account Manager is expected to pursue continuous learning and remain knowledgeable about evolving products, workplace trends, and industry research. Ongoing education is essential to providing clients with strategic insights and innovative workplace solutions.



4. Communication: Demonstrate exceptional communication, professionalism, and diplomacy when working with clients and project stakeholders. This role requires clear and consistent communication throughout the project lifecycle while maintaining positive relationships with all project partners. The Account Manager exemplifies G|M's Five Rules for Success and ensures commitments are exe