Emerald is seeking an Account Services Manager to support the exhibitor sales and service of the KBIS, Kitchen & Bath Canada Expo and CEDIA Expo/Commercial Integrator Expo events. The Kitchen & Bath Industry Show (KBIS) features the latest products, trends and technologies in the kitchen and bath industry at the annual Design & Construction Week (DCW), and for Kitchen + Bath Canada Expo (KBC). CEDIA Expo/Commercial Integrator Expo (CIX) and is the leading B2B smart home and resimercial audiovisual technology systems integration channel event in North America.

The Account Services Manager will support our event sales teams to drive revenue and maximize sales performance. Key responsibilities will include nurturing and maintaining relationships with key customers, including new and retention accounts. This role regularly assesses customer satisfaction supporting exhibitors and sponsors with customer service inquiries, generating sales reports, and working closely with internal Emerald accounting, marketing, content and operations teams to coordinate exhibitor service and sponsorship fulfillment. The Account Services Manager will act as an event product and service expert to ensure our exhibitors receive the best ROI, ensure that all exhibitors’ sponsorship and show deliverables are met, and ensure that their expectations are exceeded.

While this role will not own a specific exhibitor account territory, the Account Services Manager will be an active participant in the sales process supporting the event sales teams to reach the events’ overall revenue goals, including following up on exhibitor prospect leads, managing smaller accounts and outreach to exhibitors to sell sponsor items, list rentals, digital upgrades, etc.

The Account Services Manager will also manage two remote exhibitor sales coordinators located in the Emerald Resource Hub in the Philippines who also provide exhibitor customer services.

The best candidate for the Account Services Manager role will be a true team player, willing to pitch in to support their sales teams on whatever tasks are needed. We work in a fast-paced, dynamic environment where the successful candidate will need to balance priorities between multiple events and keep details organized to find success. This role is best for a candidate who will bring a positive attitude every day, is eager to learn our business, and can use their exceptional verbal/written communication and customer service skills to build and manage relationships with our team and our customers.

Job Duties include but are not limited to:

• Play a key role in the onboarding of new customers to ensure achievable expectations are set and they are put on a journey to success.
• Support our sales teams in selling booth space and sponsorships to exhibitors.
• Proactively identify, recommend and close opportunities for up-selling or cross-selling that will benefit the customer and contribute to their success.
• Address customer concerns that arise in a timely manner, utilizing all available resources in the Emerald network and anticipating customer needs before they arise.
• Train and educate customers on new product or service offerings that could contribute to their success.
• Work closely with Account Executives to support customer relationship growth and development.
• Engage in event marketing calls with sales team, PR and social teams.
• Manage content session and show floor stage session fulfillment by entering contracts into Smartsheet, Salesforce, A2Z, Sessionboard, calling/emailing exhibitors for content, working with operations on signage approvals/deadlines, etc.
• Manage sponsorship fulfillment by entering all team sponsorships into Smartsheet and calling/emailing exhibitors to follow-up for sponsorship fulfillment.
• Assist exhibitors with their exhibitor directory hub profiles, proofing the show directories and product navigator show guides.
• Assist exhibitors with their mobile app listings, floor plan logos and mobile app ads.
• Collect outstanding exhibitor payments for booth space and sponsorships.
• Check pending non-exhibiting manufacturer website and approve/deny registrants.
• Assist sales team as needed emailing and returning exhibitor calls.
• Assist in data entry for priority points.
• Work on-site sales office during shows.

Job Requirements:

• 3+ years demonstrated success in a professional sales environment.
• Supervisory experience managing customer service staff.
• Prior trade show and/or B2B sales experience is a plus.
• Computer literate: MS Office, Salesforce/ CRM database and A2Z experience, a plus.
• Strong customer service skills.
• Exceptional attention to detail.
• Self-starter who takes initiative.
• Willing and able to travel overnight for up to 5-10% of the time for up to a week.

About Emerald

At Emerald, we strive to foster a diverse and inclusive community. We actively recruit and champion candidates who bring new perspectives from varied professional backgrounds and experiences, and we are intentional about ensuring a positive hiring experience for everyone. Our job postings don’t contain experience inflation, and most don’t require college degrees. Instead, they’re crafted to focus on outcomes and transferable experiences that are assessed in a structured interview process carried out by trained hiring teams. 

COMPENSATION & BENEFITS

Target Compensation: $65,000 - $75,000

Please note that this range reflects a reasonable estimate of the target compensation for this position. This range may ultimately vary based on a candidate’s qualifications and may be higher where required by applicable law. 

We offer a competitive benefits package designed to strengthen our employees’ physical and mental health, including unlimited vacation for exempt employees, flexible working locations, 401(k) plan with a company match, medical/dental/vision coverage with inclusive provisions including transgender services and fertility benefits, parental and caregiver leave, dependent, commuter and FSA benefits, professional development programs like Toastmasters, and mental wellness tools.

If you need accommodation in our application process or have questions about our posted salary range, please email our Talent Acquisition team at Careers@EmeraldX.com.

About Emerald

Emerald’s talented and experienced teams grow our customers’ businesses 365 days a year with products that create connections, deliver content, and drive commerce. We produce over 140 annual events, create and deliver content through print and digital channels, and power commerce through our seamlessly integrated in-person and digital platforms and channels. For more information, please visit http://www.emeraldx.com.