Manager of Strategic Accounts
About The Position
The Manager of Strategic Accounts oversees a portion of the Program Management team, including Key Account Managers, Customer Account Representatives, and Administrators. The role ensures customer programs are on schedule, in control, and within budget, and that issues are elevated as necessary both internally at ABT and externally with customers. The Manager provides leadership, supervision, and coaching to team members; helps resolve technical and program issues during product implementation and sustainment; and serves as a second-level resource for escalated customer issues. The role also monitors departmental KPIs and program profitability, supports plans to reduce quality and delivery risks, maintains professional customer communications, develops standardized work instructions, and travels to customer sites as needed.
Requirements
- At least 5 years of customer service experience.
- At least 2 years of experience in a manufacturing environment.
- Excellent verbal and written communication skills.
- Excellent problem-solving skills.
- Excellent analytical skills.
- Proficiency in Microsoft Office applications.
Nice To Haves
- Bachelor’s degree in Business or a related discipline is strongly preferred.
- Leadership experience is strongly preferred.
Responsibilities
- Provide leadership and direction to Key Account Managers, Customer Account Representatives, and Administrators.
- Supervise and coach Program team members.
- Help Program team members resolve technical and program issues during product implementation and program sustainment.
- Serve as a second-level resource when Program team members need to escalate customer issues.
- Help solve problems and ensure alternate plans are in place to minimize quality and delivery risks to customer programs.
- Monitor and act on Programs Department KPIs and metrics to help meet departmental and company goals.
- Monitor program profitability metrics.
- Ensure customer communications are professional and strengthen the company’s credibility.
- Develop and maintain Programs Department work instructions that promote best practices and standardization.
- Travel to visit customers as needed to facilitate communication, address technical issues, and provide customer support.
- Perform other duties as assigned by the supervisor.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
