We are seeking an experienced and dynamic Account Services Manager with 5+ years of leadership experience managing Account Managers, Inside Sales and/or Service Departments. This role is responsible for driving customer satisfaction, optimizing account management strategies, and ensuring seamless collaboration between sales and operations. The ideal candidate will be a strategic thinker with strong financial acumen, proficiency in data analysis using Microsoft Excel, and the ability to interpret financial reports to drive informed decision-making. Will be critical in developing exemplary sales support and driving revenue within the organization. With a focus on conversions, mastering product intricacies, and delivering superior customer service, this position is integral to our sales network's success.

 

DUTIES & RESPONSIBILITIES: Lead, mentor, and develop a high-performing team of Account Managers, Inside Sales Representatives, and Service Specialists, ensuring alignment with company goals. Establish clear performance objectives, provide ongoing coaching, and conduct regular performance evaluations. Foster a customer-first culture, ensuring teams provide exceptional service and maintain strong client relationships. Develop and implement strategic account plans to maximize customer retention and revenue growth. Serve as an escalation point for complex client issues, ensuring timely and effective resolutions. Proactively analyze customer feedback, market trends, and service performance to drive continuous improvement. Utilize financial reports, budgeting, and forecasting tools to support decision-making and account management strategies. Analyze revenue trends, pricing models, and account profitability to drive sustainable business growth. Work closely with finance teams to ensure accurate invoices, account reconciliations, and contract compliance. Leverage Excel proficiency for financial modeling, data analysis, and reporting (e.g., pivot tables, VLOOKUPs, and dashboard creation). Streamline workflows between Account Services, Sales, and Operations to enhance customer experiences and response times. Implement best practices for CRM usage, data management, and reporting to drive efficiency. Monitor and improve service delivery processes, ensuring teams meet or exceed service-level agreements (SLAs). Oversee the entire lifecycle of the Quote and Sales Order process, from Order Entry to Claims Field customer inquiries via phone and email, and initiate proactive outbound communications and follow-up Actively involved in sales pipeline management with the sales team to increase sales targets Attain mastery in all aspects of Clarus products, services, and branding, becoming a Subject Matter Expert. Collaborate closely with the Sales team to nurture existing client relationships and capitalize on new business prospects. Identify and exploit cross-selling and upselling opportunities to maximize client value. 5+ years of leadership experience managing account management, inside sales, or service teams in a customer-facing environment. Demonstrate exceptional verbal and written communication skills with a strong ability to actively listen. Ability to present and communicate in front of teams and groups of people. Display a collaborative mindset, adept at working across departments to devise client-centric solutions. Proven ability to develop and execute customer retention, service improvement, and revenue growth strategies. Ability to thrive in a fast-paced, busy environment with distractions and manage multiple project deadlines. Strong leadership, coaching, and team-building skills with a track record of driving high performance. While maintaining acute attention to detail and adherence to deadlines and making Clarus easy to do business with. Exceptional problem-solving and relationship management skills. Ability to work cross-functionally with Sales, Operations, Finance, and Customer Support teams. Prior experience with CRM software (e.g., Salesforce, HubSpot, etc.). Previous involvement in project management is highly desirable but not required. NetSuite experience is a plus.

 

WORKING CONDITIONS:

This role operates within an office environment, with exposure to manufacturing operations due to the nature of our business.

 

PHYSICAL REQUIREMENTS:

Able to sit for long periods of time.

 

DIRECT REPORTS:

This position has up to 15 direct reports.