Manager, Key Accounts Customer Support
RS Utility Structures Inc
•Hybrid
About The Position
We're looking for a driven and detail-oriented Key Accounts Customer Support Lead to oversee critical customer processes and lead a high-performing support team. This role plays a key part in managing quotations, sales orders, and customer contracts while ensuring exceptional service for our most strategic accounts.
Requirements
- Bachelor's degree or 2-year diploma
- 5+ years of experience in customer support or account management
- Experience with ERP, CRM, or PDM systems
- Strong Microsoft Office skills (Excel, Word, Outlook, PowerPoint)
- Leadership and team development
- Strong communication (written & verbal)
- Organization and ability to manage competing priorities
- Attention to detail and problem-solving mindset
- Ability to thrive in a fast-paced environment
Responsibilities
- Lead end-to-end Quotation and Sales Order (SO) processes for assigned key accounts
- Support the creation, review, and maintenance of customer contracts, agreements, and pricing
- Partner with the Outside Sales team to support customer needs and account growth
- Lead, coach, and develop the Key Accounts Customer Support team
- Provide ongoing training, guidance, and performance feedback
- Foster a high-performance culture focused on accountability, growth, and customer excellence
- Review and approve quotations, price lists, and sales orders for accuracy
- Oversee preparation and submission of customer bids and documentation packages
- Ensure all contractual requirements and customer expectations are consistently met
- Track key contract milestones and initiate pricing and agreement reviews
- Maintain and oversee customer-specific price lists
- Coordinate cross-functionally to gather required documentation and ensure timely deliverables
- Manage and resolve corrective actions and communicate findings when needed
- Monitor and report on Key Performance Indicators (KPIs)
- Conduct regular performance reviews and support team development initiatives
- Serve as a key point of contact to resolve customer inquiries and issues
- Build and maintain strong, long-term customer relationships
- Collaborate with internal teams to align priorities and drive results
- Ensure accuracy and integrity of all customer and transactional data
- Maintain records across systems such as ERP, CRM, and document management tools
- Support continuous improvement of systems, processes, and workflows
Benefits
- Competitive salary + performance incentives
- Comprehensive medical, dental, and vision coverage
- Retirement savings plan with company contributions
- Employer-paid life and disability insurance
- Paid time off + Employee Assistance Program
- Career growth within a global organization
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
