Account Manager

Description

Scope of Position: Manages client program health and relationships, including the trade show calendar, overall program oversight, and coordination with the Account Executive. 

Supervisory Responsibilities: None

Primary Duties and Responsibilities: 

• Leads daily pre-sale activities, weekly client reviews, and assists AE with quarterly business reviews (QBRs); tracks progress against business objectives across all program projects; and supports Project Managers and Account Executives in delivering on-time milestones throughout the project lifecycle. 
• Serve as the primary program contact for the client and the Account Executive, ensuring clear communication and alignment on program priorities. Coordinate cross-functional communication among internal teams to support execution, issue resolution, and consistent client experience.
• Leads required internal pre-sale orchestration using the company’s ERP/CRM to support smooth project setup and handoff. 
• Open jobs and set up project folders 
• Participate in concept/design phase understanding client product and strategy by industry and line of business in design phase
• Establish preliminary timelines 
• Attend kick-off meetings 
• Attend put-to-work meetings 
• Maintain the client’s show calendar and program budget to support accurate planning and execution. Publish program-level status and portfolio health updates and keep internal tracking systems current.
• Facilitate client reviews of upcoming events and booth walk-throughs to ensure alignment before execution. Lead post-show meetings with clients and internal teams to capture feedback, share insights, and drive follow-up actions with delivery teams.
• Maintain accurate existing client records in HubSpot and related ERP/CRM systems to support visibility, continuity, and reporting. This includes logging emails and key notes and keeping account management data current and complete.
• Own program-level reporting and portfolio updates for management and Account Executives, ensuring visibility to overall account health, priorities, and performance across projects. Incorporate project-level progress updates from Project Managers, including risks, timelines, and variances.
• Travel up to 15–20% based on client and program needs, including reviews, training, and onsite meetings involving overnight travel during the week, and occasional flexibility outside of a standard Monday–Friday schedule.

Preferred Skills

• Experience supporting sales forecasting or reporting processes
• Familiarity with marketing platforms, chat tools, or campaign workflows
• Comfortable handling inbound customers or prospect interactions
• Strong organizational skills with attention to detail
• Ability to work collaboratively across sales, marketing, and operations teams
• Customer-focused mindset with a professional, service-oriented approach
• Adaptability and willingness to take initiative and learn new systems or processes

Education and/or Experience:

• Associate’s degree or equivalent experience required, along with 5-8 years of client program or account management experience in events, exhibits, or related industries; prior leadership experience preferred.

First-Year Success Indicators:

• Operates independently across all core Account Manager responsibilities with minimal oversight
• Delivers consistent, accurate program-level reporting to management and the Account Executive on a defined cadence
• Prepares and co-presents Quarterly Business Reviews that include data-informed insights and clear client recommendations
• Proactively identifies account risks and escalates with a proposed resolution before issues impact the client relationship
• Recognizes and communicates organic growth opportunities within assigned accounts, including storage solutions, asset management, larger booth configurations, experiential activations, and ancillary services
• Maintains a forward-looking view of the assigned portfolio — anticipating client needs rather than reacting to them

Requirements

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. 

Qualifications

• High school diploma/GED required, associate’s or bachelor’s degree in business, marketing, communications, or a related field preferred
• 3+ years of experience in sales support, marketing operations, customer service, or administrative coordination
• Experience working with CRM systems, lead tracking tools, or sales databases.
• Proficiency in Microsoft Office (Excel, Outlook, Word); ability to manage data accurately
• Strong written and verbal communication skills
• Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment

Skills:

• Computer Skills -Proficient with Microsoft 365 (Word, Excel, PowerPoint, Outlook), Windows 10 or later; Adobe Acrobat; CRM tools (HubSpot). Familiarity with ECI ERP workflows for pre-sale orchestration is a plus.
• Mathematical Skills - Ability to manage program budgets and interpret portfolio KPIs; compute rate, ratio, and percent; create/read dashboards.
• Reasoning Ability - Ability to synthesize client objectives, define program success metrics, and drive cross-functional alignment.
• Physical Demands - Office/computer work for planning; during installations, may occasionally lift/move up to 50 pounds. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Please note that this job description is not designed to cover or contain a comprehensive listing of duties and responsibilities that are required of the employee for this position. Duties and responsibilities may change at any time with or without notice.