Stay calm, listen to everyone, take advantage of all resources possible, and you’re well on your way to becoming an effective account manager. “Listen, you know, actually listen to what your people are telling you and what the customer needs,” said Account Manager Shawn Redbird.
For Redbird, the role of an account manager is a balancing act of relationships and logistics. “The most important thing is developing good relationships with customers and crews,” he said. Calm under pressure, Redbird has become known for his resourcefulness and ability to adapt. “There are always tools and expertise available—you just have to know how to use them.”
Redbird’s typical day reflects his hands-on approach and focus on operational excellence. “Making sure my crews have what they need to start on time is critical,” he said. This preparation involves ensuring tools and equipment are ready, schedules are clear, and communication channels are open.
Beyond logistics, Redbird dedicates time to building relationships with customers and aligning job requirements with his team’s capabilities. “You have to listen to what your customers and team need and translate that into action,” he said. “We need to be flexible to the customers’ needs as they can, and will, change rather quickly.”
One of Redbird’s standout achievements was securing a 40-hour contract with a major international company, a task that had eluded previous account managers. Reflecting on this success, he said, “Maybe the timing was just right, or maybe it was the right approach with the right people, but it was a big win for our team.” Redbird’s 14 years of experience with MPW also played a significant role.
The challenges of the job are part of what Redbird enjoys most. “Every day brings something new, and it keeps me on my toes,” he says. Improvisation is often required, such as when a reactor cleaning tool malfunctioned, and Redbird’s team quickly pivoted to using a different tool. “You have to think on your feet and find safe, efficient solutions,” he said.
Redbird sees automation as a growing factor in the future of industrial services. “I’ve been reading everything I can and working with our engineering team to develop new tools,” he said. By staying ahead of industry trends, Redbird ensures his team is prepared for the changes ahead.
Outside of work, Redbird’s life revolves around his family. “I love spending time with my wife, kids, and grandkids,” he said. His wife’s off-shift work schedule means their time together is precious. When he’s not with family, Redbird enjoys hunting, fishing, and working around the house. “Sometimes I break more than I fix, but it’s all part of the fun,” he said.
Redbird’s advice for aspiring account managers reflects the lessons he’s learned: “Take risks, seek feedback, and use the resources around you. There’s always support if you’re willing to ask for it.” With his focus on customer needs, team dynamics, and forward-thinking solutions, Redbird exemplifies the qualities of a dedicated and innovative leader.