Custom Home Account Manager

Lead custom home account operations by managing builder relationships, onboarding new accounts, supporting coordinator teams, and keeping projects organized from start to finish. This role includes overseeing builder portals, open job reports, AR follow-up, SPS updates, estimating, and process improvements. Best suited for an experienced countertop industry professional with strong leadership, technical, and client communication skills.

Job Overview

We are seeking a proactive, strategic, and highly organized Custom Home Account Manager to lead account management operations. In this role, you will be responsible for developing and maintaining high-level client relationships, onboarding new accounts, and directly managing and mentoring the Custom Account Coordinator team.

This position bridges the gap between high-level business operations and day-to-day execution, helping ensure financial reporting, AR and SPS systems, technical issue resolution, and coordinator support are handled accurately and efficiently.

Key Responsibilities

Team Leadership & Management

• Train & Manage: Supervise, mentor, and support the Custom Account Coordinator team; set performance goals and provide ongoing guidance.
• Troubleshoot & Guide: Serve as the first point of escalation to help Account Coordinators resolve technical, system, or client issues with their jobs.
• Coverage Support: Step in to handle Account Coordinator responsibilities when team members are out sick or on vacation.
• Vendor Collaboration: Attend vendor meetings alongside Account Coordinators as needed to ensure strong supplier relationships and alignment.

Account Operations & Client Relations

• Relationship Management: Develop, build, and maintain long-term relationships with custom home builders, contractors, and clients.
• Onboarding: Oversee and execute the onboarding process for all new custom home accounts.
• Builder Platforms: Manage, navigate, and maintain accounts set up on various builder portals and platforms.

Systems, Reporting & Financials

• Open Job Management: Utilize open job reports to manage project pipelines and maintain biweekly SPS system updates.
• Accounts Receivable Support: Review weekly and biweekly AR reports and actively support collections and billing resolutions.
• Estimating: Prepare accurate project estimates and material takeoffs when required.

Strategic Improvement

• Process Optimization: Collaborate closely with the management team to develop and implement new procedures and business practices that benefit both the sales and account coordinator teams.

Qualifications & Skills

• Experience: 5+ years of experience in the stone countertop industry, preferably in a management role.
• Leadership: Proven experience managing, training, and building goals for a team of coordinators or customer service representatives.
• Technical Proficiency: Strong ability to read blueprints, perform architectural takeoffs, and navigate builder software and management platforms. SPS software experience is required.
• Analytical Skills: Experience working with open job reports, AR reports, and CRM/SPS data tracking systems.
• Communication: Exceptional problem-solving abilities with a professional approach to client and vendor communication.

Why Join Us

If you enjoy working with a growing, close-knit team and helping homeowners design the home of their dreams, this is a great opportunity to build your career with us.

Job Details

• Job Type: Full-time
• Compensation: Base Salary & Commission

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Travel reimbursement
• Vision insurance