PURPOSE
The Inside Sales Account Manager plays a key role in driving revenue growth within an assigned portfolio of customer accounts. Through proactive account management, outbound business development, and strong customer relationships, this role is responsible for retaining and expanding existing business, recovering declining or lost accounts, and generating new opportunities within the assigned customer base.
This position supports the execution of sales strategies and initiatives. The role reports directly to the Manager, Western Canada & Sales Support, working closely with them to develop account strategies, achieve assigned sales targets, and ensure alignment with broader sales priorities.
The position requires strong product knowledge and market awareness to position solutions, support customer decision-making, and identify opportunities for account growth. By working closely with the Inside Sales Support Representative, Outside Sales, Operations, Marketing, and Branch leadership, the Inside Sales Account Manager helps ensure a coordinated and responsive customer experience.
ACCOUNTABILITIES
The Inside Sales Account Manager’s accountabilities include, but are not limited to:
Account Management and Business Development
- Serve as the primary point of contact for an assigned portfolio of accounts to drive customer satisfaction, retention, and growth.
- Identify, call on, and reactivate declining, churned, or lost customers to earn back their business.
- Conduct outbound prospecting activities, including calls, emails, and virtual meetings, to generate new opportunities within assigned accounts.
- Identify and pursue upselling and cross-selling opportunities to increase average order value and product penetration.
- Develop and execute account strategies to achieve assigned sales targets and growth objectives.
- Maintain strong product knowledge to effectively position solutions and support customer decision-making.
- Present solutions, address customer objections, negotiate terms within approved guidelines, and close sales.
- Monitor account profitability, including margins and pricing history, to grow gross profit as well as revenue within assigned accounts.
Customer and Stakeholder Relationship Management
- Develop and maintain strong relationships with key decision makers to understand customer needs, support retention, and drive growth.
- Conduct regular check-ins, account reviews, and needs assessments with assigned accounts.
- Communicate professionally and proactively with customers and internal teams to ensure alignment and prevent delays.
- Address and resolve customer concerns promptly to maintain satisfaction and identify improvement opportunities.
- Maintain ongoing post-sale engagement to confirm satisfaction and identify future opportunities.
- Collaborate with Operations, Marketing, Outside Sales, and Management to resolve issues and enhance the customer experience.
Sales Collaboration
- Prepare proposals and lead pricing discussions for assigned accounts in alignment with company policies and management guidance.
- Work closely with the Inside Sales Support Representative to coordinate orders, quotes, and customer service requests for assigned accounts, ensuring a seamless customer experience.
- Collaborate with Outside Sales Representatives and Branch Management to ensure account activity supports territory objectives.
- Demonstrate urgency and prioritization in responding to customer requests and sales opportunities.
- Embrace change by adapting to and adopting new workflows, processes, and procedures as continuous improvement efforts introduce them.
Pipeline and Opportunity Management
- Maintain accurate and detailed records of customer interactions, quotes, and sales activity within CRM and ERP systems to support visibility and decision-making.
- Proactively track and manage sales opportunities to maintain an accurate and up-to-date pipeline.
- Monitor account activity to identify growth opportunities and risks.
- Follow up on opportunities, pending quotes, and customer insights shared by the Inside Sales Support Representative and Outside Sales team.
- Ensure timely follow-up on customer requests, leads, and outstanding quotes.
- Prepare sales forecasts and report on account performance, pipeline activity, and progress toward targets for sales leadership.
Market Insight
- Stay informed about market trends, competitor activities, and customer needs within the assigned territory and verticals.
- Recommend product or service enhancements to improve sales potential and customer satisfaction.
- Share customer feedback, market insights, and identified risks or opportunities with sales leadership to support strategic planning.
Other Duties
- Adhere to all company and customer site safety requirements and protocols.
- Other duties as may be assigned from time to time.
QUALIFICATIONS
- High School Diploma or GED required; an associate or bachelor’s degree in Business or a related field is preferred.
- 1–3 years of experience in Inside Sales, Account Management, Sales Support, or a related discipline.
- Experience within industrial distribution, wholesale distribution, or a related industry is considered an asset.
- Familiarity with technical products such as hose, fittings, valves, and electrical or cabling products, or the ability to quickly learn these concepts.
- Experience working with ERP systems (Epicor P21 preferred) and CRM platforms (example: Salesforce).
- Demonstrated track record of meeting or exceeding sales targets in a quota-carrying or account management role.
- Bilingualism (French and English) is an asset in Ontario and Alberta. In Quebec, bilingualism (French and English) is required to support communication with internal and external stakeholders
- A valid Social Insurance Number and legally entitled to work in Canada under relevant provincial or territorial legislation and regulations.
Knowledge
- Mechanical aptitude and understanding of how industrial components function together, or the ability to quickly develop this knowledge.
- Sales processes, account management, relationship management, and customer service principles.
- Basic financial and business concepts such as margins and profitability.
- Wholesale distribution environments and customer base.
- Awareness of market segments, customer needs, and industry trends that influence product demand and sales opportunities.
Technical Competencies
- Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
- Ability to learn and navigate ERP and CRM systems quickly to track customer activity, quotes, and sales opportunities.
- Comfort using phone, email, and virtual meeting technology in a business setting.
- Strong telephone presence and the ability to manage a high volume of outbound and inbound calls.
- Willingness and ability to learn, adopt, and adapt to new and evolving processes and workflow improvements as they are introduced.
Behavioural Competencies
- Relationship Building: Builds and maintains strong, customer-focused relationships with customers and colleagues.
- Communication: Communicates clearly and professionally, both verbally and in writing, with customers and internal stakeholders.
- Results Orientation: Is self-motivated and takes ownership of achieving sales targets and growth objectives.
- Persuasion and Influence: Positions solutions effectively and influences customer decisions.
- Negotiation: Negotiates effectively to reach outcomes that support customer satisfaction and company profitability.
- Problem Solving: Applies critical thinking to identify issues and determine effective solutions.
- Organization: Manages time, priorities, and account activity effectively.
- Attention to Detail: Maintains accuracy in customer records, quotes, and pipeline information.
- Adaptability: Responds effectively to changing priorities and customer demands with resilience and a positive attitude.
- Collaboration: Works effectively with sales, operations, and management as part of a team.
WORKING CONDITIONS
- This is a 100% in-office position. The Company will accommodate employees in accordance with disability, human rights, and medical requirements, upon request and with appropriate supporting documentation.
- Prolonged periods of sitting while performing outbound calls, customer communication, and administrative tasks.
- Regular use of a computer, telephone, and mobile technology.
- Regular interaction with internal teams and customers requiring clear and professional communication.
- Occasional lifting of light materials and product samples.
CONDITIONS OF EMPLOYMENT
- Permanent, Full-time
- Compensation includes base salary plus a commission/incentive structure tied to performance.
