Director of Strategic Account Management

Nortech Systems•Maple Grove, MN

About The Position

At Nortech, the team is dedicated to putting people first and doing valuable work across medical device, industrial, aerospace, and defense applications. The Director of Strategic Account Management maximizes client retention by directing staffing, planning, and customer support activities for assigned accounts and representing company projects and services. The role works closely with Business Development, Engineering, Finance/Accounting, Supply Chain, and other functions to build healthy customer relationships. The director develops and monitors performance metrics, including customer satisfaction, on-time delivery, order entry and contract review effectiveness, account margins, and issue resolution. The position maintains regular contact with strategic customers and helps structure new product introductions (NPI) and business expansions to optimize outcomes for Nortech and its customers. It includes formal supervisory responsibilities and frequent guidance of less experienced team members. The stated annual pay range is $130,000–$160,000. Pay depends on factors including local labor markets, education, work experience, certifications, and other candidate qualifications. VISA sponsorship is unavailable. Applicants must meet applicable ITAR and other U.S. government security access requirements; the posting states that applicants must be U.S. citizens, permanent residents, and/or otherwise comply with ITAR access requirements.

Requirements

Bachelor’s degree, or a high school diploma, GED, or equivalent with eight years of the described experience.
At least five years of experience effectively managing customer relationships and leading teams in a technical manufacturing environment.
At least five years of experience using written and oral communication to lead and facilitate customer solutions with sales/business development, production, engineering, and supply chain partners.
At least five years of experience working with customers and internal resources to identify, contract, and implement new and extended business opportunities.
At least five years of experience reviewing and accurately interpreting contract agreements, invoices, pricing, parts, production reports, financial performance, and other account and product metrics.
At least five years of experience maintaining customer records accurately and efficiently using ERP, CRM, Excel, and/or related record-keeping and reporting tools.
At least 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.
Ability to meet the described physical demands, with reasonable accommodations available where applicable.
Must meet applicable ITAR and other U.S. government security 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, determine how Nortech products can optimize outcomes, and develop plans to implement new business and maintain customer satisfaction.
Oversee and support hiring, onboarding, coaching, and development of customer account staff to ensure high-quality service across order entry, shipping, issue resolution, and customer interface responsibilities.
Lead and assist team members with training and development related to company products, systems, procedures, and partner functions.
Direct and implement procedures to optimize customer support systems, issue research and escalation, resolution, internal engagement, and customer engagement.
Set goals with direct reports at least annually, evaluate progress, and communicate development needs and advancement readiness.
Allocate and distribute work, monitor resource use and capacity, and address capacity or performance concerns.
Monitor KPIs such as customer satisfaction, order-entry and terms-review accuracy and efficiency, delivery performance, and margin management; identify underperformance and implement improvements.
Anticipate staffing needs for new business and recommend and drive organizational changes to onboard new business while maintaining uninterrupted service to existing customers.
Handle or redirect escalated customer concerns and act as a customer interface and internal liaison to facilitate resolution.
Review reports for recurring concerns involving product quality, packaging, delivery, parts, invoicing, profitability, or other operational and service areas, and work with teams and partners to improve results.
Represent strategic customer accounts directly and delegate support tasks as appropriate.
Demonstrate and support Nortech’s mission, core values, policies, and procedures.