Account Manager - Residential Builders

dormakaba International Holding AG; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Fully Maintained Company Vehicle

Laptop

Mobile Phone

Incentive Program

Access to discounted Health Insurance

Peer to Peer Recognition via our ‘AAA’

Wellbeing Committee focusing on Mental

WhereFitmembership offering discounts

Job summary

dormakaba Group’s Gliderol Garage Doors segment in NSW seeks a customer-focused Account Manager – Residential Builders to strengthen builder relationships, support sustainable growth, and deliver reliable service. You will collaborate with internal teams to resolve issues and identify opportunities for repeat business.

You will manage builder accounts across NSW, visit sites, coordinate quotes and project updates, and maintain accurate CRM records.

Qualifications

• Proven experience in account management and CRM.
• Demonstrated ability to retain and develop builder accounts.
• Strong problem-solving and issue-resolution skills.
• Clear communication and relationship-building with customers.
• Collaborative, organized approach across internal teams.

Responsibilities

• Manage and develop residential builder accounts across NSW with regular contact and site visits.
• Provide responsive customer support and coordinate internal responses to enquiries, quotes and updates.
• Own customer issues, investigate causes and work with internal teams to resolve them.
• Coordinate with sales, service, operations and installation teams to meet expectations and resolve delivery/installation challenges.
• Build relationships with procurement and contracts teams to understand priorities and anticipate needs.
• Identify opportunities for account growth and repeat business through service and insights.
• Maintain CRM records, account plans and forecasts; share customer feedback for service improvements.
• Negotiate commercial agreements balancing customer needs and business objectives.

Skills

Account management

CRM discipline

Relationship building

Customer service

Problem solving

Tools

CRM software

Job description

Position Overview

Gliderol Garage Doors, part of the global dormakaba Group, is seeking a customer-focused Account Manager – Residential Builders to strengthen customer relationships and support sustainable growth across NSW. This role brings together proactive account management, hands-on customer support and practical problem-solving. The focus is on understanding builder needs, supporting existing accounts and working with internal teams to deliver reliable service, resolve issues and identify opportunities for repeat business and account growth.

What you will do

• Manage and develop residential builder accounts across NSW, building long-term relationships through regular contact, site visits (including site measures) and account reviews.
• Provide responsive customer support, clarify requirements and coordinate internal responses to enquiries, quotes, orders and project updates.
• Take ownership of customer issues, investigate the cause and work with the right internal teams to resolve concerns and follow through to closure.
• Partner closely with sales, service, operations and installation teams to align customer expectations, coordinate handovers and address delivery or installation challenges.
• Build trusted relationships across procurement, estimating, contracts administration, construction and leadership teams to understand priorities and anticipate needs.
• Identify opportunities for account growth, repeat business and new builder relationships through service, customer insight and proactive follow-up.
• Maintain accurate CRM records, account plans, sales opportunities and forecasts, sharing customer feedback to support service improvements.
• Negotiate commercial agreements that balance customer needs and business objectives, setting clear expectations and delivering long-term value.

What we require

• Proven experience in account management, customer relationship management, with evidence of retaining and developing accounts.
• Demonstrated experience supporting residential builders with building products, construction solutions or related products, and managing customer expectations.
• Strong problem-solving skills, with the ability to investigate issues, prioritize actions and coordinate practical solutions through to resolution.
• Clear communication and relationship-building skills, with a responsive, service-minded approach and the confidence to handle challenging customer conversations.
• A collaborative, organised and commercially aware approach, with reliable follow-through and the ability to work across internal teams while managing competing priorities.

What we prefer

• Experience within building products, construction materials or related sectors such as windows, doors, roofing, cladding, flooring, kitchens, joinery, insulation, HVAC, plumbing, electrical or access solutions.
• Experience coordinating customer requirements with sales, service, operations or installation teams in a building or construction environment.
• Strong CRM discipline, including customer records, account planning, opportunity tracking and sales forecasting.

What we offer

• Fully Maintained Company Vehicle, Laptop, Mobile Phone, Incentive Program
• Access to discounted Health Insurance
• Peer to Peer Recognition via our ‘AAA’ Nominations and awards
• Wellbeing Committee focusing on Mental Health, Community Engagement, Diversity & Inclusion, Social & Amenities
• WhereFitmembership offering discounts on gyms, apparel and more

Who we are

We are at the heart of every place that matters. From automatic doors to cloud-based access solutions, we enable seamless movement in secure, safe, and sustainable spaces.

With over 16,000 employees worldwide, we are a global leader in access solutions across industries including healthcare, aviation, education, hospitality and more. We focus on innovation, collaboration, and creating real impact for our customers and communities.

At dormakaba, employees are encouraged to take initiative, grow their skills, and build their careers alongside a global team shaping the future of access.