Director- Customer Account Management

RHINESTAHL CORPORATION•Mason, OH

6d•Onsite

About The Position

The Sr. Manager, Customer Account Management, Americas Region leads the Customer Management Team to consistently deliver exceptional customer experiences across the Americas region. This multi-faceted working manager role is responsible for establishing, maintaining and continuously developing a world-class customer team who excel in responsiveness to product quote requests, tenaciousness with resolving exceptions and thoroughness with proactively communicating delivery statuses and product knowledge. This role owns critical KPIs including response TAT, win rates and with a clear emphasis on customer satisfaction across a diverse set of customers.

Requirements

Strong communication skills interacting with customers across commercial and operational topics
Fearless is setting a high standard of excellence for the customer team that delivers high levels of customer satisfaction
Serve as a model for a relentless approach in solving unplanned events through clear and structured customer communications, quick responsiveness, effective cross-functional collaboration, and thorough resolutions
Minimum 7-years of experience in inside sales, account management, customer care or customer success roles
Bachelors degree in business, communications, marketing or other relevant degree
Quick learner of new technologies and interfaces, preferable experience with Epicor, Salesforce and/or SAP with ability to leverage technology to support the customer team and the customer
Proven ability to coach and develop a world-class customer management team.
Strong customer-facing interaction, ability to communicate at all levels, sometimes under pressure and ability to build good relationships at all levels of customer organizations
Ability to multi-task (simultaneous diverse customer activity), combined with a demonstrated ability to work as a team player
Passion to win, tenaciousness to deliver a great experience and calm under pressure to problem solve and work at pace in the benefit of the customer
Experience with MS-Office (Excel, Word, Outlook, PowerPoint, Teams).

Nice To Haves

Aviation industry experience a plus
preferable experience with Epicor, Salesforce and/or SAP

Responsibilities

Establishes the tone, pace and standard for the Customer Team in the Americas region
Serve as the primary escalation point for customer team issues both externally and internally
Learn and maintain a deep level of product and service knowledge necessary to assist customers directly and to coach and development customer team members
Execute operational plan in alignment with the strategic vision provided by senior leadership with clear focus on implementation, team buy-in, timing and attention to detail
Commercial aptitude for B2B inside sales team development, training, processes, and KPIs (including win rate, response times, customer satisfaction, follow-ups, a win/loss information gathering)
Document work instructions, establish and maintain ongoing training programs and training support resources for the Customer Team
Collaborate globally with the Asia and EMEIA regional Heads of Customer Management to share best practices, improve standards and processes and ensure a consistent customer experience
Strong communicator with customers and across internal teams to advocate for customer needs and to set customer expectations
Coach and develop a world-class customer team that consistently delivers an exceptional customer experience
Work closely with Sales and Key Accounts on shared customer assignments and related activities
Collaborate with Sales Operations on pricing methodologies, processes and KPIs to ensure responsive quoting, effective pricing and effective processes
Coordinate, facilitate and collaborate with cross-functional teams including supply chain and accounting to remove barriers and strengthen communications and operational data visibility
Manage prepayment requirements and outstanding AR issues for Customers when required
Set a high work standard for customer care that elevates the customer experience by being proactive, competent, resourceful and relationship-oriented
Visit OEM customers in collaboration with Key Account Manager at trade events to develop face-to-face relationships focused on learning voice of customer
Support other responsibilities as assigned.