OVERVIEW
The Account Manager owns assigned customer accounts from request intake, quoting support, and opportunity follow-up through project coordination and closeout. The role is responsible for maintaining customer trust, documenting requirements, coordinating internal handoffs, supporting profitable repeat business, and ensuring commitments are captured, communicated, followed through, and closed.
At JD Sign Group, this role combines customer service, consultative sales support, signage and project understanding, CRM discipline, and coordination with estimating, design, permits, production, installation, shipping, finance, and project delivery. The position is an Account Manager-level role for an assigned existing client base and standard-complexity work. Major pricing decisions, strategic account commitments, unusual risk items, and senior customer escalations require manager or leadership approval.
Act as the primary day-to-day contact for assigned customer accounts.
Confirm and document customer requirements, project scope, due dates, schedules, site information, approvals, assumptions, and expectations.
Provide clear, accurate, and timely customer updates throughout active work.
Manage customer expectations by closing open loops and escalating issues early when progress is at risk.
Track customer requests, complaints, and outstanding issues through closure in the CRM or approved workflow system.
Identify repeat business and organic growth opportunities within assigned accounts.
Qualify customer needs, decision-makers, timing, budget considerations, project complexity, and next steps.
Coordinate with estimating, design, and leadership to prepare proposals, revisions, and consultative options.
Maintain accurate pipeline records, including opportunity value, stage, probability, target close date, next step, and owner.
Use a structured intake checklist before requesting estimates or moving work forward.
Confirm scope, dimensions, drawings, photos or survey requirements, site conditions, landlord requirements, permit assumptions, installation constraints, shipping expectations, exclusions, deadlines, and pricing risks.
Ensure customer approvals, revisions, assumptions, and exclusions are documented before work proceeds.
Identify commercial risks early, including unclear scope, missing approvals, out-of-scope work, rushed deadlines, permit constraints, installation or access issues, and margin-sensitive changes.
Complete and own the sold-job handoff package for assigned accounts.
Ensure critical project information is transferred accurately to internal teams before each workflow stage.
Coordinate with estimating, design, permits, production, installation, shipping, finance, and project delivery to keep work aligned with approved scope and timelines.
Track blockers, communicate ownership of next actions, and follow up until resolution.
Use concise, action-oriented communication that identifies the decision required, action owner, due date, next step, and escalation need.
Communicate confirmed schedules, changes, delays, required customer inputs, internal blockers, and project risks clearly and promptly.
Escalate stalled progress with facts, options, proposed action, and required decision.
Confirm closeout requirements, including installation confirmation, deficiencies, final photos, customer acceptance, unresolved issues, and invoice readiness where applicable.
PERFORMANCE METRICS
Achievement of national sales and revenue targets.
Growth, retention, and expansion of key accounts.
Pipeline strength and conversion rates.
Client satisfaction and repeat business.
WORK ENVIRONMENT
Office-based in Cambridge with flexibility for national travel as required.
COMPENSATION & BENEFITS
Salary range: $60,000 – $80,000 CAD, plus bonus performance-based
Comprehensive benefits plan available after 3 months
Convenient on-site parking
Access to an on-site gym for your health and wellness
