Regional Account Manager - Central

Track Group • Naperville, IL

7h • Onsite

About The Position

Track Group Inc. is a global provider of electronic monitoring and supervision solutions for the criminal justice and corrections market. The Regional Account Manager is a key member of the Customer Service & Account Management Team and reports to the Director of Account Management. The role supports assigned accounts to promote customer satisfaction and retention through regular contact, training, and assistance implementing program requirements. It also identifies opportunities to grow accounts through increased use of Track Group products and services, and provides programmatic assistance to help customers operate effective programs.

The position reports to the Naperville office and involves visits to customer and potential customer sites. Travel may exceed 50% within assigned accounts; weekend travel is rare but may be required. Responsibilities can include providing 24-hour support to assigned accounts by phone or email. There are no supervisory responsibilities.

Requirements

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

Nice To Haves

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

Responsibilities

• Maintain continuous support of assigned accounts through systematic customer contact, training, and implementation of new program requirements.
• Develop and deliver presentations and ongoing training on Track Group equipment and software; assess customer training needs and provide follow-up training.
• Maintain customer contact information and ensure customers are contacted at least every 90 days.
• Develop account profiles and plans, and implement strategies to grow and retain assigned accounts.
• Meet revenue, profit, and timeline targets for growth in identified accounts.
• Coordinate new sales opportunities with Sales Representatives and refer leads to them.
• Assist new customers with implementation and start-up of monitoring programs.
• Assist the Monitoring Center and CSS with host-site technical support, training, and identifying areas requiring follow-up training.
• Develop relationships with customer contacts, including officers, agents, program managers, and directors.
• Provide programmatic assistance to support long-term system use and customer satisfaction; follow up on incidents in a timely manner.
• Use internal programs to report incoming calls and equipment- or software-related issues.
• Assist with billing administration, price corrections, and 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 customer complaints; maintain inventory levels within contractual allowances.
• Assist the Customer Service Director with customer satisfaction surveys and follow through on identified problem areas.
• Submit monthly reports covering activities, growth, inventory, operational issues and resolution actions, customer personnel and operational changes, field visits, online training, next-month objectives, and business expenses.
• Provide 24-hour support for assigned accounts by phone or email when required.
• Travel as needed, including extensive travel that may exceed 50% and occasional Saturday or Sunday travel.

Benefits

• Unlimited paid vacation days.
• 12 major holidays observed per year.
• Medical, dental, and vision insurance, with a company contribution for employees and covered dependents.
• Company-paid life insurance and short-term disability insurance.
• Employee Assistance Program provided at the company’s expense.
• Company-sponsored 401(k) plan with a company match.
• Career growth opportunities along a defined career path, including mentorship and leadership development programs.

What This Job Offers

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