POSITION TITLE:           Account Manager
REPORTING TO:             Customer Retention Manager
LOCATION:                 Concord, CA 94520; Next to Concord BART station (literally about 200 yards!)
OUR CLIENT:               Independent Floor Testing & Inspection (IFTI)  
     IFTI Logo
       Website: http://www.ifti.com/

IFTI is an established, profitable, growing and unique company that sells a technology service to some of the most recognized retailers and businesses in North America…among our customers are Walmart, RiteAid, Fresenius Medical Care , Bed, Bath & Beyond, Best Buy, The LDS Church, Safeway, Ross, The Sports Authority, and more.  IFTI is proud to be a green technology company.  We have a dedicated, energetic, and pioneering team and we are looking for highly-motivated individuals to join us.

IFTI tests and inspects commercial facilities for the risk of concrete slab moisture related flooring failures.  Our value to our customers is created through our prompt, reliable nationwide service, the integrity of our data, our ability to assess risk and provide cost-effective solutions to situational problems.

Due to our continued growth, IFTI seeks an Account Manager to help obtain, support, manage and retain customers.

The Account Manager’s primary role is to assist in retaining and developing  long-term, quality customers. The Account Manager will need to effectively manage customer needs and expectations, while ensuring that IFTI’s financial standards are met or exceeded. A proactive attitude and strong communication skills are a must.
Summary: The Account Manager is the “face of IFTI” to customers. This is a very detail-oriented position, which may include gathering data, creating customer reports, and ensuring that nothing is overlooked within each process.  The Account Manager is critical to IFTI’s success, and will provide a high level, proactive and professional level of customer service.
  • Assists in IFTI’s sales process by following up with potential new and existing customers. Receives and processes requests for price quotations, purchase orders or changes orders directly from customers. Responds immediately to customer inquiries/information needs and provides positive, courteous service to customers; answers questions regarding IFTI’s service offerings, prices, delivery times, customer services and credit/financing arrangements.

  • Prepares order configurations and price quotations and routes to customer; completes Request for Proposals (RFP) and reviews with Operations Management prior to submission to customer; writes letters to provide information to customer inquiries as needed.

  • Ensures the effective handoff from Sales team, and works with Operations team to expedite and ensure timely delivery of services.  Maintains close liaison within the Operations team to carry service orders through to completion.

  • Follows up with customer after receipt of Certified Report; ensures clarity and understanding; verifies customer’s satisfaction and resolves any concerns.

  • Works with the Credit Department to establish new accounts; assists customer in preparing and processing credit/financing arrangements paperwork.  Follow-up on past-due accounts receivable aging.

  • Provides status of Key Performance Indicators (KPI) to Customer Retention Manager on a monthly basis or as requested.

  • Review various customer reports and database on a regular basis to ensure that activities are being conducted correctly and in a timely manner. Send material to customers as appropriate.

Once trained in IFTI’s Orchestrated Account Manager Process, you will be responsible for understanding and executing efficiently on the process.

Other duties include, but are not limited to:
  • Organize, plan and execute on assigned accounts.
  • Responsible for collecting accurate and reliable sales forecasts on existing established customers.
  • Recommends, develops and implements improved systems, policies and procedures for the department and its function.
  • Plans and prioritizes workday for optimum effectiveness.
  • Responsible for working with other Account Managers to service Customers in a timely manner and to a high level of satisfaction.
  • May assume additional responsibilities and/or assignments as directed by the Customer Retention Manager.

  • The final candidate will receive thorough 60-90 day cross-training in IFTI’s product/service offering.
  • Minimum of three years overall professional office related work experience, with at least two years in a customer service, inside sales or related role.
  • Strong computer skills and experience with entire Microsoft Office suite.
  • Must have impeccable people, organizational and communication skills (both verbal and written).
  • Must be very detail oriented.
o    Candidates with skill & experience using Excel will be prioritized.
  • Experience with Salesforce, or other CRM-Customer Relationship Management software.
  • Proactive; think ahead to anticipate details, deadlines, issues to be resolved and ways to improve customer service and sales.

This position requires a highly motivated individual who is able to grasp complex software and learn quickly.  It also requires the ability to work within tight deadlines.
The ideal candidate will be people-oriented, a dependable team player, consistent and steady, a good listener, builds good relationships and is objective and realistic.
The candidate’s environment will be one that is systems and procedure driven, with high-quality work standards and provides projects that produce tangible results.  This person will communicate continuously with customers and vendors by telephone, and be part of a team.
High integrity.
Exceptional customer service skills.
Energetic/enthusiastic/outgoing/positive outlook.
Problem solver; resourceful.
Professional appearance, demeanor, attitude.
Ability to multi-task and keep project status in order.
Ability to work independently, multi-task and get the job done. Self-starter, self motivated.
Smart/thinks on feet, learns quickly. Learns independently.
Good follow up skills; never lets things slip through the cracks.
Strong interpersonal skills; diplomatic phone/verbal/written presentation skills.

College education preferred (but not required, for a strong candidate), ideally with a business major.

Competitive salary, medical benefits, vacation and opportunities for career growth and training. Base pay range is $40-45k range, depending on experience. Potential company bonus. 401k Plan.

To be considered for this opportunity, please email your resume and cover letter (in Word format, not PDF). No phone calls, please. Local candidates only (Bay Area).
Lisa K. Locke
Locke and KEY Recruiting, Hiring and Consulting Services We are the source of your hire power.
Mail: P.O. Box 6746, Oakland, CA  94603
Phone: 510-533-2005 Fax: 510-533-2055
Email: lklocke@lockeandkey.com
Web: http://www.lockeandkey.com
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