House Account Manager

Description

Position Summary

The House Account Manager will serve in a hybrid sales and customer support role (70% sales / 30% service) focused on growing Echo’s House Account customer base while providing a high level of day-to-day support.

This individual will serve as the primary point of contact for a defined group of House Accounts and will be responsible for revenue and margin growth, customer retention, and expanding Echo’s relationship within each account. The role will also support broader House Account activity as needed and work closely with internal teams to provide responsive, solution-oriented service.

Responsibilities

• Account Growth & Revenue Ownership
• Own and actively grow assigned House Accounts, with accountability for revenue and margin performance
• Identify and pursue upsell, cross-sell, new application, and other growth opportunities within existing accounts
• Develop business within assigned accounts by identifying additional departments, locations, applications, and product opportunities
• Proactively engage customers to understand their business, purchasing processes, needs, challenges, upcoming projects, and forecasts
• Build relationships with key contacts across purchasing, engineering, manufacturing, quality, operations, and other relevant functions
• Assume responsibility for select accounts transitioned from other account managers and develop plans to support continued growth
• Maintain and manage a pipeline of opportunities within Salesforce and consistently follow up on open quotes, samples, projects, and opportunities
• Achieve assigned revenue and margin growth goals for Echo’s House Account portfolio

Customer Support & Account Management

• Serve as the primary sales and relationship contact for assigned House Accounts
• Process customer requests including purchase orders, quotes, pricing questions, forecasts, order updates, expediting, and rescheduling
• Use customer interactions and service requests to identify additional sales opportunities and strengthen customer relationships
• Serve as a liaison between customers and internal teams including Sales, Engineering, Production, Supply Chain, Accounting, and Shipping
• Ensure timely follow-up on quotes, orders, customer inquiries, and open issues
• Communicate proactively with customers regarding changes in pricing, availability, scheduling, and delivery
• Support House Accounts outside the assigned group and the broader MRO sales team as needed

Operational Coordination & Execution

• Systematically review order status and proactively address potential delivery or service issues
• Coordinate with Production, Supply Chain, Shipping, and other internal teams to help ensure customer commitments are met
• Enter orders accurately and maintain current customer, opportunity, and order information in Salesforce and ERP systems
• Work to resolve customer issues quickly while maintaining a positive customer relationship
• Support overall customer care needs during peak periods or staffing gaps

Requirements

Other Skills

• Strong verbal and written communication and relationship-building skills
• Demonstrated ability to build trust, engage customers, and develop long-term business relationships
• Positive attitude with a strong sense of ownership, accountability, and follow-through
• Comfortable proactively contacting customers and asking questions to uncover needs and opportunities
• Ability to learn and apply technical product knowledge to identify customer solutions and sales opportunities
• Highly collaborative with the ability to work effectively across departments
• Strong organizational, problem-solving, and conflict resolution skills in a fast-paced environment
• Ability to balance immediate customer needs with longer-term account growth objectives

Qualifications

• High school diploma or equivalent required
• 3–5+ years of customer-facing experience in inside sales, account management, customer service, or a related sales environment
• Experience in industrial, MRO, manufacturing, or technical sales environments preferred
• Proven ability to manage customer relationships and drive revenue growth
• Strong computer skills and experience with Microsoft Office
• Experience with ERP systems; Sage 300 preferred
• Experience with CRM systems; Salesforce preferred

Success Metrics

• Revenue and margin growth within assigned House Accounts
• Increase in customer share of wallet
• New opportunities and applications identified
• Pipeline development and conversion
• Quote follow-up effectiveness and quote-to-order conversion
• Customer retention and relationship development