The Account Manager is the primary point of contact for assigned customers and sales opportunities at Omnify, guiding the customer journey from the first quotation request through order execution, delivery, and post-delivery support.
Preparing accurate and competitive quotations, managing orders, coordinating projects, and maintaining clear customer communication are all part of the same account ownership. The role works closely with Sales, Product Development, Production, Procurement, Finance, and Logistics to deliver technically sound solutions, realistic commitments, and a consistent customer experience.
Account Management & Customer Relationships
- Serve as the primary point of contact for assigned customer accounts across quotations, orders, delivery status, technical coordination, and issue resolution.
- Develop and maintain customer relationships that support long-term engagement, confidence, and repeat business.
- Communicate proactively so customers are updated before they need to ask, with clear information on what happened, what comes next, and when.
- Maintain ownership through internal handoffs and follow-up until the customer requirement, commitment, or issue reaches a clear and confirmed outcome.
Quotation Intake & Preparation
- Manage incoming quotation requests, revisions, technical inquiries, and follow-ups, ensuring requirements are complete, prioritized, and actioned appropriately.
- Review inventory, production readiness, lead-time requirements, and known constraints in Epicor before issuing quotations or customer commitments.
- Prepare accurate quotations for standard products based on specifications, drawings, and established pricing, in line with defined quotation SLAs.
- Prepare quotations for custom, engineering, and non-standard solutions by interpreting customer specifications, project requirements, construction drawings, DWG files, and 3D CAD files.
- Provide multiple product, sourcing, or pricing options where appropriate to support value engineering and customer requirements.
Pricing, Costing & Vendor Quotations
- Analyze internal costs, vendor pricing, freight, and margins to develop competitive pricing that aligns with company margin targets.
- Contact approved and prospective domestic and overseas vendors directly to obtain pricing, lead times, minimum order requirements, technical information, and alternative solutions needed to prepare customer quotations.
- Source new suppliers when specialized or custom project requirements call for additional options, coordinating supplier approval, onboarding, commercial terms, and purchase execution with Procurement as required.
- Build and validate vendor-based quotation costing independently, confirming quote validity, availability, lead time, freight assumptions, and other material commercial factors before customer pricing is released.
- Collaborate with Product Development (PD) on pricing and technical feasibility for custom or non-standard products.
- Support Regional Sales Managers with cost-effective quotation options and value-engineered alternatives when needed.
Order Management & Execution
- Convert accepted quotations into accurate sales orders and ensure scope, pricing, quantities, ship-to information, and required documentation are correct.
- Manage orders through internal processes, coordinating with Production, Logistics, Procurement, Finance, and other teams to support timely execution and delivery.
- Ensure customer approvals, deposits or payment requirements, holds, and other prerequisites are identified and followed through before production release when applicable.
- Maintain complete and accurate project, quotation, order, and customer records within ERP, CRM, ticketing, and quotation systems.
Project Coordination & Tracking
- Coordinate project-based and multi-release orders from award through delivery, including drawings, approvals, production release, material readiness, shipment, and other key milestones.
- Track the customer Need-By Date separately from Omnify's internal Promise Date, and communicate the Promise Date and any changes clearly once established by Production.
- Maintain an active project and order tracker showing current status, milestones, holds, responsible parties, risks, next actions, and target dates.
- Drive follow-up with internal owners to keep work moving, rather than only reporting status, and escalate blockers early when customer commitments are at risk.
- When a Promise Date is at risk or does not support the customer Need-By Date, coordinate recovery options internally before communicating the agreed plan and next steps to the customer.
- Facilitate clean handoffs between Sales, Product Development, Production, Procurement, Logistics, and other teams so requirements are clear and complete before release or execution.
Customer Success & Issue Resolution
- Own customer inquiries and support tickets through CRM and ticketing systems, maintaining proactive updates and clear next actions until closure.
- Manage RMA processes through to confirmed resolution, coordinating required technical, production, logistics, or commercial actions.
- Coordinate internally to resolve product, delivery, order, or documentation issues while keeping the customer informed throughout.
- Provide technical product guidance to customers and internal teams and stay current on product updates, capabilities, and limitations.
- Support customer feedback processes, including post-delivery follow-up and surveys, and surface recurring issues that require corrective action.
Cross-Functional Collaboration & Continuous Improvement
- Partner with Sales, Product Development, Engineering, Production, Procurement, Finance, and Logistics to ensure quotation accuracy, clear commitments, and successful order execution.
- Participate in and lead Customer Success huddles as assigned, bringing clear status, open commitments, blockers, next actions, and escalations requiring cross-functional support.
- Escalate issues requiring management intervention, reprioritization, or corrective action with the relevant facts, customer impact, and a clear recommended next step or decision required.
- Support process improvements related to quote intake, pricing, order workflow, project tracking, response quality, communication, and customer experience.
- Share product, pricing, quotation, and vendor knowledge with team members to improve consistency and team capability.
Requirements
- Proven experience in quotation, pricing, account management, and customer-facing project coordination within the lighting industry or a manufacturing / custom-solutions environment.
- Strong commercial understanding of pricing strategies, cost structures, freight, vendor quotations, and margin management.
- Experience managing vendor and supplier relationships, including direct overseas sourcing and quotation activity.
- Project coordination or project management experience, with the ability to manage multiple concurrent projects, commitments, and deadlines.
- Ability to interpret technical drawings, specifications, construction documents, and CAD files.
- Strong customer service judgment with excellent written and verbal communication and the ability to create clarity in complex situations.
- Demonstrated ownership, follow-through, organization, and problem-solving under tight timelines and changing priorities.
- Proficiency with ERP systems (Epicor preferred), CRM, ticketing, and quotation-management systems.
- Ability to work effectively across Sales, Product Development, Production, Procurement, Finance, and Logistics while maintaining clear accountability for the customer outcome.
Benefits
What We Offer:
- A challenging and rewarding role in a dynamic and growing company.
- Opportunities for professional growth and development.
- A supportive team environment and a culture of innovation.
- Competitive salary based on experience and benefits package.
Diversity and Equal Opportunity Employment
Omnify is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran's status, Aboriginal/Native American status or any other legally protected factors. Disability-related accommodation during the application process is available upon request.
All interested applicants who meet the qualifications listed above are invited to submit a resume by clicking “Apply Now.”
The indicated pay range is a good faith estimate based on required qualifications, experience, training, and other factors permitted by law. It reflects the pay band established by the client company. Actual offers may vary depending on skills, experience, geographic location, and expected work quality. Most candidates start in the lower half of the range. Pay history is not considered where prohibited by law. This information serves as a general guideline for compensation discussions.
To support a fair and efficient hiring process, we may use artificial intelligence (AI) tools to help review applications. Our team carefully reviews all candidates, and AI is used only as a support tool, never as the sole decision-maker.
