Director of Strategic Account Management

Nortech Systems, Inc.•Maple Grove, MN

7d•$130,000 - $160,000

About The Position

At Nortech, the team is dedicated to putting people first and delivering valuable work for employees, partners, shareholders, and the world. The Director of Strategic Account Management leads staffing, planning, and customer support activities for assigned accounts to maximize client retention and represent Nortech’s projects and services positively. The role partners closely with Business Development, Engineering, Finance/Accounting, Supply Chain, and other functions to develop healthy customer relationships and support customer satisfaction, on-time delivery, order entry and contract review effectiveness, account margins, and issue resolution. The Director maintains regular contact with strategic customers and participates in structuring new product introductions (NPI) and expansions of existing business to optimize outcomes for Nortech and its customers. The role oversees customer account staff, customer support processes, workload and capacity, performance metrics, customer escalations, and the resolution of account and operational concerns. It typically includes formal supervisory responsibilities and frequently guides and assists less experienced team members. The annual pay range is $130,000–$160,000, with pay determined by factors including local labor markets, education, work experience, certifications, and other candidate qualifications. VISA sponsorship is unavailable. Applicants must meet applicable ITAR and other US government security access requirements; the description states that applicants must be US citizens, US permanent residents, and/or otherwise comply with ITAR access requirements.

Requirements

Bachelor’s degree, or a high school diploma, GED, or equivalent plus eight years of experience as described in the posting.
Five years of experience effectively managing customer relationships and leading teams in a technical manufacturing environment.
Five years of experience using written and oral communication effectively to lead and facilitate customer solutions with sales/business development, production, engineering, and supply chain partners.
Five years of experience working with customers and internal resources to identify, contract, and implement new and extended business opportunities.
Five years of experience reviewing and accurately interpreting contract agreements, invoices, pricing, parts, production reports, financial performance, and other account and product metrics.
Five years of experience maintaining customer records accurately and efficiently using ERP, CRM, Excel, and/or related record-keeping and reporting software.
Five years of experience assisting with new product introductions in a manufacturing environment.
Experience coaching, mentoring, and supporting others’ development.
Proficient use of Microsoft Outlook, Word, Excel, and PowerPoint.
Must meet applicable ITAR and other US government security access requirements; the posting specifies US citizenship, US permanent residency, and/or other compliance with ITAR access requirements.

Nice To Haves

Eight years of combined experience with customer service, production, NPI, Epicor, 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.

Responsibilities

Analyze customer business needs and requirements and determine how Nortech products can optimize outcomes; develop action plans for new business and existing customer satisfaction.
Oversee and support hiring, onboarding, coaching, and development of customer account staff to provide high-quality service across order entry, shipping, issue resolution, and customer interface responsibilities.
Lead and assist team members, ensuring appropriate training and developing skills and knowledge related to Company products, systems, procedures, and partner functions.
Direct and implement methods and procedures for effective use of customer support systems, issue research and escalation, resolution, internal engagement, and customer engagement.
Work with direct reports at least annually to define goals, evaluate progress, communicate development areas, and assess advancement readiness.
Oversee, allocate, and distribute assignments; monitor resource use and capacity; identify and address capacity or performance concerns.
Regularly monitor KPIs, including customer satisfaction, order entry and terms review accuracy and efficiency, delivery performance, and margin management; identify suboptimal performance and implement improvements.
Anticipate staffing needs for new business and recommend and drive organizational changes to onboard business effectively while maintaining service to existing customers.
Handle or redirect escalated customer concerns and liaise internally and with customers to facilitate satisfactory resolution.
Review reports for patterns involving product quality, packaging, delivery, parts, invoicing, profitability, or other operational and service components; work with teams and partners to address concerns and improve outcomes.
Represent strategic customer accounts directly and delegate support tasks as appropriate to meet customer needs.
Demonstrate and support Nortech’s Mission, Core Values, policies, and procedures.