Account Manager

As an Account Manager at Distribution Management Systems Inc. (DMSi), you are the primary point of contact for a portfolio of assigned customer accounts — responsible for their satisfaction, success, and long-term value. Account assignments reflect strategic importance, complexity, or specific engagement needs. 

You'll develop and execute tailored service plans in close collaboration with customer stakeholders, coordinating the internal and external resources needed to meet all agreed-upon requirements. Clear, proactive communication across every touchpoint is essential, as is always ensuring alignment with DMSI’S service standards. 

This role requires staying current on all customer service developments, working alongside other DMSi team members on shared engagements, and contributing to internal initiatives. You'll also support training efforts and bring a continuous improvement mindset to service delivery and customer value. 

RESPONSIBILITIES AND DUTIES:

1. Build and maintain strong relationships with assigned accounts through a mix of on-site and remote interactions. 
2. Demonstrate a solid understanding of DMSi’s core and productivity solutions. 
3. Leverage internal support systems to document and communicate customer service activities. 
4. Apply project management best practices using DMSi methodology, including status reporting, deliverables, and billing documentation. 
5. Act as the primary point of contact for service-related issues. 
6. Coordinate with customers and internal teams to ensure timely resolution of issues. 
7. Participate in and support training sessions for both internal staff and customers/prospects. 
8. Contribute to internal projects and continuous improvement initiatives. 
9. Engage in billable service activities as appropriate. 

KNOWLEDGE, SKILLS, AND ABILITIES:
Minimum 3 years of account management experience, preferably in the building materials industry or a related field. 
Solid grasp of core business processes, with the ability to connect operational data to meaningful customer outcomes.  
Proven ability to leverage AI tools in day-to-day work. Improving communication, accelerating analysis, and delivering better customer outcomes. Stays current on emerging technology and applies it practically. 
Demonstrated ability to communicate professionally with customers, colleagues, and leadership at all levels. 
Able to analyze customer data and business trends to identify opportunities and resolve issues proactively. 
Experience managing multiple customer engagements simultaneously with a structured, process-oriented approach. 
Handles sensitive customer and business information with sound judgment and a high degree of integrity. 
Comfortable working across Microsoft 365 tools including Excel, Outlook, and Teams, with the ability to quickly learn industry-specific software. 

EDUCATION AND EXPERIENCE: 
Bachelor’s degree in Accounting, Business Administration, Supply Chain Management, MIS or equivalent work experience. 

WORK ENVIRONMENT & PHYSICAL DEMANDS: 
Normal office environment with the use of computers and telephone systems; no unusual physical demands.
Due to the nature of data services, work may occur outside of normal office hours and require a flexible schedule to manage the workload.