SIS Account Manager- Hospitality

Shaw Industries Group; United States; On-site; USD 75,000 - 105,000; Full time

Job summary

Shaw Industries Group is seeking a SIS Account Manager- Hospitality to serve as the primary contact for assigned hospitality annuity clients. You will manage all operational aspects of the account service program, onboard new accounts, and partner with SIS Business Managers to ensure timely and accurate execution across multiple workstreams.

The role requires coordinating with Sales, Customer Service, and Transportation to enter, track orders, and monitor production schedules, with an emphasis

Qualifications

• High school diploma or GED and a minimum of three years of relevant administrative, customer service, account support, project coordination, or related experience.
• A two-year degree or relevant collegiate coursework is preferred.

Responsibilities

• Serve as the primary point of contact for hospitality clients and manage all operational aspects of the account service program, from onboarding through the ongoing annuity relationship.
• Manage customer requests in a high-volume environment while providing timely, accurate, and professional follow-up.
• Receive purchase orders and project requests, determine the appropriate next steps, coordinate work across internal and external partners, and ensure each request progresses through completion.

Skills

Customer service

Account management

Communication skills

Education

High school diploma or GED

Two-year degree preferred

Job description

SIS Account Manager- Hospitality

This position is responsible for serving as the primary point of contact for assigned hospitality annuity clients and managing all aspects of their account service through Shaw Integrated Solutions (SIS). The Account Manager will partner with SIS Business Managers to onboard new accounts, implement service programs, and maintain long-term customer relationships. The role operates in a highly detailed, customer-centric, and fast-paced environment. Hospitality accounts may involve custom products, established brand standards, complex project requirements, and time-sensitive installation schedules. The Account Manager must be able to coordinate multiple workstreams, respond quickly to customer needs, and ensure requirements are communicated and executed accurately throughout the life of each project. This position will manage the operational performance of assigned accounts and partner with Sales to gather forecasts, evaluate account performance, and identify opportunities to improve service and profitability.

Primary Responsibilities

• Serve as the primary point of contact for assigned hospitality clients and manage all operational aspects of the account service program, from onboarding through the ongoing annuity relationship.


• Manage customer requests in a high-volume environment while providing timely, accurate, and professional follow-up.


• Receive purchase orders and project requests, determine the appropriate next steps, coordinate work across internal and external partners, and ensure each request progresses through completion.


• Manage service programs executed through WinBid, e-commerce, wholesale, or other applicable SIS systems and processes.


• Understand and maintain all contract and program requirements, including customer-specific pricing, reporting, rebate processes, service expectations, and hospitality brand standards.


• Maintain accurate account and project information within applicable databases and systems.


• Manage all aspects of customer orders and projects, including: Responding to proposal requests Defining the scope of work Identifying material and labor requirements Coordinating pricing with Sales Negotiating labor costs Responding to estimating needs Preparing formal proposals Coordinating plan estimation Partnering with Customer Service and Transportation to enter and track orders Monitoring order entry and production schedules Coordinating shipping and installation schedules Processing payables and invoicing Managing claims and troubleshooting project issues


• Monitor custom-product requirements, lead times, production schedules, and installation commitments to minimize disruptions that could affect hotel openings, renovations, or operational timelines.


• Coordinate claims and other service issues by engaging the appropriate internal teams, communicating updates, and ensuring the issue is carried through resolution.


• Manage and maintain blanket inventory at required levels.


• Develop and maintain professional relationships with internal and external customers and partners, including end users, suppliers, service providers, sales associates, contracting officers, purchasing agents, and installation partners.


• Coordinate with SIS Business Managers, Solutionists, Marketing Support Services, and Sales when responding to RFIs and RFPs, negotiating contracts, and managing contract or pricing renewals and updates.


• Monitor customer compliance with contract terms, conditions, service requirements, and pricing agreements.


• Delegate appropriate tasks to Account Coordinators, provide clear direction, and ensure work is accurately completed within required timelines.


• Train, mentor, and support the development of Account Coordinators.


• Remain accountable for problem resolution and ensure customer concerns are addressed promptly and professionally.


• Ensure jobs are billed and closed accurately and within established timelines.


• Understand the financial performance of assigned accounts, including project-cost reconciliation, margin movement, billing accuracy, and profitability.


• Maintain strong organization and attention to detail while managing multiple projects, customers, deadlines, and stakeholders simultaneously.


• Seek innovative solutions that enhance customer service, strengthen account programs, improve processes, and expand the value provided through SIS.


• Travel as needed to support customer relationships, projects, and service-program requirements.

Other Duties

Perform other duties and special projects as assigned by management.

Position Requirements

High school diploma or GED and a minimum of three years of relevant administrative, customer service, account support, project coordination, or related experience required. A two-year degree or relevant collegiate coursework is preferred. Excellent written and verbal communication skills, with the ability to communicate clearly and professionally with customers, Sales, internal departm