Senior Account Manager

1 week ago

Richmond, California, United States LHH Full time $104,000 - $170,000 per year

Senior Account Manager

Location:
Richmond, CA

Job Type:
Full-Time, Direct Hire

Schedule:
Hybrid – 4 days onsite, 1 day remote (preferred Fridays remote)

Hours:
8:00 AM – 5:00 PM PST

What You'll Do

  • Lead, coach, and manage a team of
    8
    across two geography markets.
  • Provide hands-on leadership with clear expectations, KPIs, and frequent performance check-ins.
  • Guide development, training programs, and ongoing team performance—including managing PIPs when needed.
  • Maintain a calm, steady leadership presence, especially during complex or high-pressure situations.
  • Build a culture focused on collaboration, innovation, solution orientation, and accountability.
  • Supervise daily workflow, schedules, and overtime approvals.
  • Ensure timely and accurate processing of customer orders within strict lead times (5–21 days).
  • Track and manage container shipping timelines and logistics requirements.
  • Troubleshoot issues, escalate when appropriate, and enforce operational standards.
  • Support customer accounts directly as backup during staff absences.
  • Evaluate processes and implement improvements, especially during upcoming ERP transition (Just Foods → Microsoft Dynamics).
  • Oversee communication and task management using Asana.
  • Build and maintain strong relationships with 17–20 long-term, high-revenue customers.
  • Conduct monthly customer calls—including early morning calls with Europe and Middle East clients.
  • Ensure high retention and customer success while partnering closely with Sales.
  • Serve as the escalation point for complex or urgent customer needs.
  • Collaborate with Sales, Supply Chain, Operations, Logistics, and Accounting.
  • Partner to improve forecasting accuracy, service delivery, and cross-department workflow.
  • Maintain and enhance dashboards and visual reporting (Power BI).
  • Monitor KPIs and drive data-informed decision-making.
  • Complete and deliver scorecard reporting on schedule.
  • Lead onboarding, ongoing training, and cross-training initiatives.
  • Strengthen team knowledge, agility, and overall performance.
  • Ensure adherence to company policies and state/federal regulations.

Must-Have Qualifications

  • 5+ years
    experience in Account Management and/or Customer Service.
  • 5+ years
    people leadership experience (3+ direct reports; 5+ total team size).
  • Strong decision-maker with excellent judgment and escalation awareness.
  • Proven experience leading in fast-paced environments with high-volume order activity.
  • Exceptional relationship-building abilities with long-term customer accounts.
  • Strong problem-solving mindset with high emotional intelligence and calm composure.
  • Experience working with supply chain and/or food industry customers (preferred).
  • Strong Excel capabilities (complex formulas, pivot tables).
  • Experience overseeing Sales Reps or Account Reps.
  • Strong multitasking skills; ability to maintain team morale during chaotic or rapidly changing situations.

Preferred Skills

  • Advanced Excel (pivot tables, data modeling).
  • 2+ years ERP experience; exposure to system transitions strongly preferred.
  • Power BI or similar visualization experience.
  • Proficiency in Microsoft Office Suite.

Interview Process:

  • 1st Round - In-Person
  • Assessment
  • 2nd Round - Virtual or In-Person depending on interviewers' availability.
  • Case Study Presentation

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