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Director of Account Management

2 months ago

St Charles, United States The Ladders Full time
RESPONSIBILITIES:

Direct, motivate, and challenge all subordinates to achieve performance goals within Customer service functions, while

enforcing company policies and procedures including Key Result Areas (KRA's). Primary focus is the renewal of contracts

and build long lasting relationships with our customers.

REQUIREMENTS OF THE JOB:

- Ride-along visits with each Customer Service Manager to include customer visits and internal meetings

- Participation and support of all key account Quarterly Business Reviews

- Escalation and management of any customer issue resolution and support with internal stakeholders

- Develop relationships with key stakeholders for all renewal and new business opportunities

- Regular visits to key accounts (>500k Lbs)

- Follow all HLSG policies and procedures included in the HLSG Handbook

- Submit all expenses in a timely and accurate fashion via Concur

- Enter all customer activity in the Zoho Activity Tracker or NetSuite CRM as directed on a timely basis, minimum

weekly with accurate information

- Utilization of ADP for all Human Resource related activities (i.e. Paid Time Off, etc.)

- Attend appropriate market / plant level meetings and any other pertinent internal meetings

- Hold weekly one-on-ones with Customer Service Managers to review activity, pipeline, customer issues and upcoming

renewals

- Attend all virtual meetings with camera on, as possible, or with provided photo

- Intimate knowledge or existing contracts; termination date, exit language, pricing, annual increases, loss billing, etc.

- Relationship with key stakeholders in contract decision making and development of relationships with these individuals

- Escalation of customer concerns and risks to renewal

- Feedback on customer expectations and additional value add concepts to gain contract extension

- Identification of organic growth opportunities (new products or services, additional locations)

- Achieve renewals with support from corporate leadership

- Manage new revenue growth pipeline of team and provide guidance on sales process

MINIMUM REQUIREMENTS:

- Management Skills- Ability to organize and direct oneself and effectively train others.

- Accountability- Ability to accept responsibility and account for his/her actions.

- Accuracy- Ability to perform work accurately and thoroughly.

- Communication, Oral- Ability to communicate effectively with others using the spoken word.

- Communication, Written- Ability to communicate in writing clearly and concisely.

- Conflict Resolution- Ability to deal with others in an antagonistic situation.

- Training- Ability to develop a particular skill in others to bring them up to a predetermined standard of work

performance.

- Must be a High School Graduate

- Must have 3-5 years of related Customer Service experience

- Valid driver's license

- Possess computer skills in Excel, Word, and Microsoft Outlook