Account Leader - Industrial

Account Leaders demonstrate the leadership skills necessary to expand current client engagements. They promote integrated service offerings through other Architectural and Design Practices, and develop business within and beyond the parameters of the account. Serving as the Client Relationship Manager (CRM), they are the key representative, and single point of contact to the client organization. They have ultimate responsibility for client satisfaction and account growth. Account Leaders partner with local Studio Leaders/Project Managers to steer the performance of the account through assigned teams and serve as a Sr. Project Manager. This is a "Seller-Doer" model. As the client and service delivery partner liaison, the Account Leader translates contractual requirements and client expectations to ensure teams are successful in their project delivery. Cultivating relationships between the client team and the account team to create an environment where teammates excel, and clients receive superior service.

Attributes to support the NELSON Culture:

• Go All-In – Take responsibility for your actions, do what you say and always lead by example
• Keep It Real - Communicate with empathy, transparency and respect to support each other in the pursuit of great work
• Embrace Growth - Seek to learn, grow and experiment to fuel our future
• Think Boldly - Exude a passion for problem solving, creativity and curiosity in everything you do
• Be You – Express your unique self and actively engage in our fun, diverse community of real people

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Critical features of this job are described under the headings below. They may be subject to change at any time due to reasonable accommodation or other reasons.

Required Knowledge and Skills:

• Ability to multi-task, organize, and prioritize tasks as needed to complete within the identified time frame and/or deadline while providing high quality service to clients.
• Knowledge of expectations related to high quality service to clients.
• Knowledge of building regulations, life safety codes and ADA requirements.
• Knowledge of the construction process from bidding through construction administration, roles of consultants, contractors, construction schedules, phasing, inspections, etc.
• Knowledge of sustainability, integrated design and LEED guidelines, and Well Building Guidelines.
• Advanced knowledge of design techniques, tools, and principals involved in production of precision technical plans, blueprints, drawings, and models.
• Advanced knowledge of furniture, fixture and equipment (FF&E), architectural/interior finishes, lighting, art signage, color and materials to carryout design intent.
• Advanced programming skills.
• Advanced space planning skills.
• Advanced knowledge of design, trends, construction methodology, materials application and manufacturer supplier appropriateness; consistently share such knowledge with Teammates.
• Ability to communicate effectively, both verbally and in writing.
• Proficiency in REVIT, AutoCAD, and Newforma.
• Proficiency in Deltek Vision (including project plans, pipeline, etc.).
• Proficiency in MS Office, including Word, Excel and Outlook.
• Basic proficiency of Adobe Creative Suite skills preferred.
• Additional knowledge and skillset requirements may be necessary depending on the client’s needs

Essential Duties and Responsibilities include the following. Other duties may be assigned:

Client Relationship Management and Business Development

• Maintains a working knowledge of the client business, operating model and organizational structure.
• Participates in client organizations and events to strengthen relationship with client.
• Attend client meetings and client guided KPI reviews. Endorse a process of regular business reviews to strengthen relations, establish expectations, reinforce accountability, and convey capabilities.
• Keep the pulse on client satisfaction.
• In coordination with Practice Leader, Business Leader and Marketing, support pursuits of new accounts.
• In coordination with Practice Leader, support the growth of emerging accounts.
• In coordination with Practice Leader, advance the client relationship through elevating the interface within the client organization.
• Identify and pursue new business opportunities within existing account with guidance from Practice Leader 

Project Delivery

• In conjunction with Studio Leader, lead the development and implementation of specific account delivery requirements to meet client and company objectives.
• Participate in mobilization of new accounts providing clear direction on project delivery process, contract requirements and client expectations.
• Be knowledgeable of contractual requirements for the account.
• Ensure client reporting and/ or forecasting is completed on time. Monitor account project performance KPIs and work with Project Managers for course correction when needed.
• Monitor deliverables to ensure contract requirements are met. Provide recommendations for corrective actions when appropriate.
• Monitor and observe account operations to identify problems; determine and evaluate alternative courses of action and implement a solution with guidance from Studio Leader.
• Monitor and mentor communication between the project team and client, consultants, contractors and vendors.
• Lead or assist in preparation of presentations, marketing, pre-design and programming for major client meetings and new account pursuits.
• Contribute on an as-needed basis as it relates to individual performance & development within the project team.
• Create process and oversee extended team use on project delivery across account.
• Support project teams with the use of extended team partners to optimize financial outcome and timely execution. 

Resource Management

• Evaluate team skills and provide recommendations to Studio Leader.
• Initiate communications to account team(s) outlining policy and/or procedural changes to meet client objectives, with guidance from Leadership as required.
• Conduct meetings with account team(s); monitor the health of the entire account, across all teams within all offices. 

Teammate Development and Mentoring

• Identify opportunities to utilize individual’s strengths for professional development.
• Provide project leader and Studio Leader feedback for employee performance evaluations as needed.
• Work with project leader and Studio Leader to set achievable goals within each account.
• Provide timely feedback and encouragement to build confidence, foster innovation, and inspire continuous learning.
• Provide an analysis of account reporting/forecasting to Practice Leader and Business Leader.
• Stay current on client business drivers/ concerns, disseminate information to team and leadership; make recommendations to Practice Leader and Business Leader.
• Conduct regularly scheduled virtual monthly team meetings and create agenda as appropriate.
• Embrace specific steps to create, develop and promote a diverse workforce and to promote an inclusive environment.

Quality Assurance

• Ensure QA/QC processes are established to meet account contractual requirements and NELSON quality standards.
• Guide teams to utilize all NELSON resources within their office, within the account, and across the network to deliver quality consistent technical design.
• Meet with the Business Leader to review account activity and determine changes in program or strategy.
• When utilizing extended teammates, ensure proper standards and guidelines are followed.

Financial/Contract Management

• Lead, with the support of the Business Leader, pricing analysis and profit data to formulate policies that will maximize the service quality to client with guidance.
• Prepare and/or review work order proposals for account, dependent upon the size and complexity of the account, including additional services and reallocations to manage projects profitability, in accordance with NELSON companywide goals.
• Assist in collecting AR and resolving issues with client which may delay payment.
• Ensure current, executed contracts/MSA are on file, filed in the appropriate Account Playbook folder and on record with legal team.
• Ensure service authorizations, POs and consultant agreements are executed properly and on time for each project under MSAs.
• Oversee and work with Project Managers to ensure monthly invoicing is executed correctly.
• Negotiate Terms and Conditions for MSAs and MSA renewals with Clients with the support of Legal and Business Leader.

Certificates, Licenses or Registrations Required:
Architectural registration or NCIDQ Certification preferred, but not required.

Education / Experience:

• Bachelor’s degree in Interior Design or Architecture from an accredited University plus:
• 15 years of experience in corporate/commercial interior design and project management
• 8 years of experience in client relations, account management, and business development with multi office delivery