Director of Strategic Account Management

Maximize client retention by leading and directing staffing, planning, and customer support activities to positively represent Company projects and services for assigned customer accounts. Partner closely with Business Development, Engineering, Finance/Accounting, Supply Chain, and other functions to develop and promote healthy customer relationships. Develop and monitor key metrics to ensure effectiveness, such as customer satisfaction; production on time delivery; order entry and contract review effectiveness; customer account margins; and issue resolution and effectiveness. Maintain regular contact with and ensure satisfaction of strategic customers. Participate actively and help structure new product introductions (NPI) or expansion of existing business to optimize outcomes for Nortech and its customers.

The pay range for this role is $130k - $160k annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, and other candidate qualifications.

Primary Responsibilities:

• Analyze the business needs and requirements of the customer base and how Nortech products can most effectively optimize outcomes for Nortech and its customers; develop action plans to implement new business and ensure existing customer satisfaction.
• Oversee and support hiring, onboarding, coaching and development of customer account staff to ensure high quality customer service across responsibility areas including order entry, shipping, issue resolution, and customer interface.
• Lead, oversee and assist team members to ensure appropriate training and facilitate skill and knowledge development related to Company products, systems, procedures, and partner functions.
• Direct and implement methodology and procedures to optimize use of customer support systems; issue research, escalation steps, and resolution; internal engagement; and customer engagement.
• Work with direct reports at least annually to define goals and evaluate progress; evaluate and communicate developmental areas and advancement readiness.
• Oversee, allocate and distribute work assignments, monitor resource use and capacity, identify and address capacity and/or performance concerns.
• Monitor KPI’s in areas such as customer satisfaction, order entry and terms review accuracy and efficiency, delivery performance, margin management, and other performance metrics regularly to maintain optimal results; identify sub-optimal performance areas; develop and implement steps to improve outcomes.
• Anticipate staffing needs to support new business, recommend and drive organizational changes to onboard new business effectively and ensure high quality, uninterrupted service levels to existing customers.
• Handle and/or redirect escalated customer concerns; interface with customers and serve as an internal liaison as needed to facilitate satisfactory resolution of concerns.
• Regularly review reports indicating patterns of concern with product quality, packaging, delivery, parts, invoicing, profitability, or other Company operational or service components; work with team and partners to address concerns and improve outcomes.
• Directly represent strategic customer accounts, delegating support tasks as appropriate to ensure customer needs are met.
• Demonstrate and support Nortech’s Mission, Core Values, policies and procedures at all times.

Education/Experience:

Required:

• Bachelor’s degree (or High School diploma, GED or equivalent with eight years’ experience as described below.)
• Five years’ experience:
  • Effectively managing customer relationships and leading teams in a technical manufacturing environment.
  • Using written and oral communication skills effectively to lead and facilitate customer solutions in partnership with sales/business development, production, engineering, and supply chain partners.
  • Working with customers and internal resources to identify, contract, and implement new and extended business opportunities.
  • Reviewing and accurately interpreting contract agreements, invoices, pricing, parts, production reports, financial performance, and other account and product metrics.
  • Ensuring accurate and efficient maintenance of customer records using ERP, CRM, Excel and/or related record keeping and reporting software tools.
  • Assisting with new product introductions in a manufacturing environment.
• Experience coaching, mentoring and supporting others’ development.
• Experience using Microsoft Outlook, Word, Excel, and PowerPoint at a proficient level.

Preferred:

• Eight years’ combined experience with customer service, production, NPI, Epicor, using and working with internal resources, and general procedures.
• Strong knowledge of and experience with customer service workflows and demands.
• Experience with employee training and development, especially in a customer service environment.

Physical Requirements:

The physical demands described here represent those an employee must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus. While performing the job duties, the employee must regularly use hands to finger, handle, or feel. The employee must frequently sit, talk and hear. The employee must move and reach with hands and arms as needed to complete tasks and navigate the workplace.

The noise level in the work environment is usually moderate. Travel may involve air and ground transport navigation, overnight hotel stays, and meals. On-site visits may include laboratory, testing, and manufacturing environments.

This job typically may include formal supervisory responsibilities. Frequently guides and assists less experienced team members.

VISA sponsorship is not available for this position. Certain positions at Nortech require access to information, or technology that is subject to the International Traffic in Arms Regulations (ITAR) and other US government security regulations. These laws do not permit access rights to non-US citizens, or to other unauthorized individuals. Therefore, presently, all applicants must be US Citizens, or US Permanent Residents (“green card holders”), and/or otherwise comply with ITAR requirements for access rights, to be considered for a position.