Regional Account Manager - Central

Track Group, Inc • Naperville, IL

7h • $50,000 - $60,000

About The Position

The Regional Account Manager is a key member of the Customer Service & Account Management Team and reports to the Director of Account Management. This role provides ongoing support to assigned accounts to promote customer satisfaction and retention through systematic customer contact, training, and implementation of new program requirements. The manager works with customers to identify growth opportunities through increased use of Track Group products and services, and provides programmatic assistance to support effective customer programs.

The position develops and delivers customer presentations and training on Track Group equipment and software, assesses follow-up training needs, assists with new program implementation, and coordinates sales opportunities with Sales Representatives. It maintains account records and inventory information, addresses operational and billing-related issues, provides product feedback, and submits monthly activity and business reports. Responsibilities may include 24-hour support for assigned accounts. Travel may exceed 50% within assigned accounts, and occasional Saturday or Sunday travel may be required.

The position reports to the Naperville office and works at customer and potential customer sites. There are no supervisory responsibilities.

Requirements

• Excellent communication skills.
• Strong organizational skills and a problem-solving attitude.
• Ability to perform at a high level.
• Availability to travel as needed.

Nice To Haves

• Knowledge and experience with criminal justice systems and government procurement processes.

Responsibilities

• Develop and deliver presentations and ongoing training on Track Group equipment and software to support customers’ effective use of programs.
• Identify customer training needs and conduct follow-up training as required.
• Complete, update, and maintain customer contact information, and monitor the customer database to ensure contact at least every 90 days.
• Implement strategies to grow and retain assigned accounts, and develop account profiles and plans.
• Meet revenue, profit, and timeline targets for growth in identified accounts.
• Coordinate new sales opportunities with Sales Representatives and refer sales and growth leads to them.
• Assist new customers with implementation and startup of monitoring programs.
• Assist the Monitoring Center and CSS with host-site technical support, including training and identifying areas requiring follow-up training.
• Develop relationships with key customer contacts at the officer and user level, including Officers, Agents, Program Managers, and Directors.
• Provide programmatic assistance to users, monitor incidents requiring follow-up, and support timely resolution and customer satisfaction.
• Use internal programs to report incoming calls and equipment- or software-related issues.
• Assist with billing administration and price corrections or credits, subject to management approval.
• Provide product performance feedback to the Customer Service Director and Support.
• Maintain customer files and documentation, including equipment utilization and complaints, and maintain inventory levels within contractual allowances.
• Assist the Customer Service Director with customer satisfaction surveys and follow through on identified problem areas.
• Provide monthly reports covering activities, growth, inventory, operational issues and resolutions, customer personnel and operational changes, field visits, online training, objectives for the following month, and business expenses.
• Provide 24-hour phone or email support for assigned accounts when required.
• Travel as needed, including extensive travel of up to 50% or more within assigned accounts; occasional weekend travel may be required.

Benefits

• Unlimited paid vacation days.
• Twelve major holidays observed each year.
• Medical, dental, and vision insurance, with a company contribution for the employee and covered dependents.
• Life insurance.
• Short-term disability insurance.
• Employee Assistance Program provided at the company’s expense.
• Company-sponsored 401(k) retirement plan with a company match.
• Career growth opportunities, mentorship, and leadership development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed