Inside Sales & Customer Account Manager

Pro-Active Engineering, LLC•Sun Prairie, WI

8h•Hybrid

About The Position

We are seeking a hands-on Inside Sales & Customer Account Manager to lead a team of five employees across inside sales, account management, and customer service while also directly managing a portfolio of key customer accounts. This is a player-coach role designed for someone who enjoys developing people, improving sales and service performance, and maintaining strong customer relationships. The successful candidate will be accountable for both the performance of the team and the growth, retention, and satisfaction of their assigned accounts.

Requirements

Bachelor’s Degree in Business Administration or related field.
5+ years of progressive experience in inside sales, account management, customer service, or business development.
2+ years of experience leading, supervising, or developing a sales, account management, or customer service team.
Proven experience managing customer accounts and developing long-term customer relationships.
Demonstrated experience growing existing accounts, identifying sales opportunities, and supporting customer retention.
Experience managing sales pipelines, quotes, opportunities, and customer follow-up.
Experience working cross-functionally with operations, engineering, quality, finance, or other internal teams.
Ability to analyze sales activity, pipeline, customer retention, and performance metrics.
Proficient with Microsoft Office (Outlook, Excel, PowerPoint), ERP Systems, and Sales Software.

Nice To Haves

Manufacturing and/or Electronics experience.
Experience working with Sales Force.
Mechanical aptitude.

Responsibilities

Lead, coach, and develop a team of approximately five inside sales, account management, and customer service employees.
Establish clear expectations, priorities, and performance standards for each team member.
Conduct regular one-on-one meetings, team meetings, coaching sessions, and performance reviews.
Monitor individual and team performance against sales, service, retention, and activity goals.
Provide ongoing coaching on sales techniques, customer communication, account management, problem-solving, and follow-through.
Help employees prioritize workloads and ensure customers receive timely and professional service.
Identify training and development needs and create plans to improve individual and team performance.
Foster a culture of accountability, teamwork, responsiveness, and customer focus.
Participate in hiring, onboarding, training, and performance management as needed.
Drive inside sales activity and ensure the team consistently follows up on leads, opportunities, quotes, and existing customer needs.
Establish and monitor sales goals, activity expectations, and key performance indicators.
Coach the team on identifying opportunities to grow existing accounts and develop new business.
Review sales pipelines and help move opportunities through the sales process.
Work collaboratively with company leadership and other departments to identify growth opportunities.
Help develop and implement processes that improve sales effectiveness, customer retention, and overall account penetration.
Serve as the primary point of contact for assigned customers.
Develop strong, long-term relationships with key contacts and decision-makers.
Understand each customer's business, needs, priorities, and opportunities.
Proactively identify opportunities to expand business within existing accounts.
Manage customer inquiries, quotes, orders, issues, and follow-up.
Conduct regular account reviews and maintain consistent communication with customers.
Coordinate internally to ensure commitments are met and customer expectations are managed appropriately.
Address customer concerns and escalate issues when necessary.
Maintain accurate account information, opportunities, activities, and follow-up within the company's CRM or other systems.
Take ownership of account retention, customer satisfaction, and revenue growth within the assigned portfolio.
Ensure the team provides responsive, accurate, and professional customer service.
Assist with resolving complex or escalated customer situations.
Monitor response times, open issues, and customer follow-up.
Improve processes and workflows between sales, account management, customer service, and other departments.
Identify recurring customer issues and work with leadership to address root causes.
Ensure consistent communication and a high level of professionalism throughout the customer experience.