Account Manager

TVH • Olathe, KS

45d • Onsite

About The Position

The Account Manager (Farmer) will be responsible for managing a portfolio of existing clients, ensuring they receive maximum value from our products, and identifying opportunities to expand the relationship. You will act as the primary point of contact for your clients, addressing their needs, resolving issues, and fostering long-term partnerships. This role focuses on retention, client satisfaction, and driving growth through upselling and cross-selling. It also plays a critical role in supporting both internal (Business Development) and external (customers) needs throughout the entire customer life cycle, from pre-sale to post-sale. The right candidate will have an obsession with putting the customer first and helping build a customer-centric culture.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a relevant field (or equivalent experience).
• Must possess a minimum of 2 years’ work experience in an Account Management, Customer Success or similar client-facing role, preferably in industrial lighting, material handling or industrial parts sales.
• Proven track record of managing client relationships and driving account growth through upselling and cross-selling.
• Excellent communication, interpersonal skills.
• Strong organizational skills, with the ability to manage multiple accounts and priorities simultaneously.
• Proficiency with CRM Systems such as Sales Force.
• Familiar with sales methodologies such as solutions selling and consultative selling.
• Knowledge of customer success best practices and account retention strategies.
• Ability to travel up to 25%.

Responsibilities

• Client Relationship Management: Build and maintain strong, long-term relationships with key stakeholders in your assigned accounts, ensuring they are satisfied and fully engaged with our products.
• Account Growth (Farming): Identify and capitalize on opportunities to expand existing client relationships by introducing additional products, leading to increased revenue from upsells and cross-sells. Proactively visit key accounts from your portfolio ensuring a high-level of client satisfaction, identifying potential challenges, and fostering long-term partnerships.
• Customer Retention: Work proactively to ensure customer retention and addressing any concerns that could impact client satisfaction or continued business. Put the customer needs above all else while having a strong sense of urgency to meet and exceed the customer’s expectations.
• Business Development Partnership: Collaborate closely and strategically with the Business Development team (Hunters) to ensure clients are achieving their full commercial potential and receiving the necessary ongoing account management support. Facilitate successful and seamless hand-offs of newly acquired customers, enabling the Business Development team to refocus efforts on new client acquisition.
• Product Education & Advocacy: Educate clients on new products and their applications to ensure they are maximizing the value from our products. Act as a product expert and trusted advisor. Leverage the Sales Engineering department when needed for additional support.
• Issue Resolution: Serve as the primary point of contact for resolving any issues or concerns your clients may have, coordinating with internal teams to provide timely and effective solutions. Document any critical Corrective and Preventive Actions needed to ensure root-cause resolution.
• Client Health Monitoring: Track and assess health metrics, such as historical parts purchases, engagement, and satisfaction, to proactively identify potential risks and opportunities. Regularly report on account performance, and expansion opportunities to senior leadership. Use data insights to recommend strategies for improving account outcomes.
• Order Entry Processing & Customer Communication: Communicate proactively and positively with all customers, adopting a customer first approach. Provide timely updates on order status, shipping confirmations, and any relevant order information. Accurately enter customer orders into the ERP system, ensuring all necessary information is captured and orders are processed promptly.
• Customer Quotes & RFP: Accurately, timely and proactively create all required customer quotes. Ensure proper follow-up on such quotes.
• Customer Warranty Claims: Accurately, timely and proactively enter and manage all customer claims. Ensure successful follow up on such claims.
• Project Management: Oversee high-profile project or opportunities involving multiple moving pieces, ensure effective planning, coordination, and execution. Facilitate communication among stakeholders, manage timelines, and track project progress to achieve successful outcomes.
• Other duties as assigned .

Benefits

• You’ll be part of a people-centric culture, where your well-being matters.
• Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%.
• At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers.
• Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses
• On-site restaurant, café, pre-school, fitness/social area, employee gardens and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees