Account Manager

The Account Manager (Farmer) will manage a portfolio of existing clients, ensuring maximum value from products and identifying expansion opportunities. This role acts as the primary client contact, addressing needs, resolving issues, and fostering long-term partnerships. The focus is on retention, client satisfaction, and driving growth through upselling and cross-selling. It also supports internal (Business Development) and external (customers) needs throughout the customer lifecycle, from pre-sale to post-sale, emphasizing a customer-centric approach.

Must Have

• Build and maintain strong, long-term client relationships
• Identify and capitalize on opportunities to expand existing client relationships
• Work proactively to ensure customer retention and address concerns
• Collaborate closely with the Business Development team
• Educate clients on new products and their applications
• Serve as the primary point of contact for resolving client issues
• Track and assess client health metrics and report on performance
• Communicate proactively and positively with customers
• Accurately enter customer orders into the ERP system
• Create and follow up on customer quotes and RFPs
• Enter and manage customer warranty claims
• Oversee high-profile projects involving multiple moving pieces
• Bachelor’s degree in Business, Marketing, Communications, or equivalent experience
• Minimum 2 years’ experience in Account Management, Customer Success, or client-facing role
• Proven track record of managing client relationships and driving account growth
• Excellent communication and interpersonal skills
• Strong organizational skills to manage multiple accounts and priorities
• Proficiency with CRM Systems like Salesforce
• Familiarity with sales methodologies (solution selling, consultative selling)
• Knowledge of customer success best practices and account retention strategies
• Ability to travel up to 25%

Good to Have

• Experience in industrial lighting, material handling, or industrial parts sales

Perks & Benefits

• Medical, dental, and vision insurance
• Onsite health clinic
• Dollar for dollar 401(k) match up to 6%
• On-site preschool
• On-site restaurant
• Opportunities for professional development (LinkedIn Learning, in-house/external training courses)
• On-site café
• Fitness/social area
• Employee gardens

Job Summary

The Account Manager (Farmer) will be responsible for managing a portfolio of existing clients, ensuring they receive maximum value from our products, and identifying opportunities to expand the relationship. You will act as the primary point of contact for your clients, addressing their needs, resolving issues, and fostering long-term partnerships. This role focuses on retention, client satisfaction, and driving growth through upselling and cross-selling. It also plays a critical role in supporting both internal (Business Development) and external (customers) needs throughout the entire customer life cycle, from pre-sale to post-sale. The right candidate will have an obsession with putting the customer first and helping build a customer-centric culture.

Key Responsibilities

• Client Relationship Management: Build and maintain strong, long-term relationships with key stakeholders in your assigned accounts, ensuring they are satisfied and fully engaged with our products.
• Account Growth (Farming): Identify and capitalize on opportunities to expand existing client relationships by introducing additional products, leading to increased revenue from upsells and cross-sells. Proactively visit key accounts from your portfolio ensuring a high-level of client satisfaction, identifying potential challenges, and fostering long-term partnerships.
• Customer Retention: Work proactively to ensure customer retention and addressing any concerns that could impact client satisfaction or continued business. Put the customer needs above all else while having a strong sense of urgency to meet and exceed the customer’s expectations.
• Business Development Partnership: Collaborate closely and strategically with the Business Development team (Hunters) to ensure clients are achieving their full commercial potential and receiving the necessary ongoing account management support. Facilitate successful and seamless hand-offs of newly acquired customers, enabling the Business Development team to refocus efforts on new client acquisition.
• Product Education & Advocacy: Educate clients on new products and their applications to ensure they are maximizing the value from our products. Act as a product expert and trusted advisor. Leverage the Sales Engineering department when needed for additional support.
• Issue Resolution: Serve as the primary point of contact for resolving any issues or concerns your clients may have, coordinating with internal teams to provide timely and effective solutions. Document any critical Corrective and Preventive Actions needed to ensure root-cause resolution.
• Client Health Monitoring: Track and assess health metrics, such as historical parts purchases, engagement, and satisfaction, to proactively identify potential risks and opportunities. Regularly report on account performance, and expansion opportunities to senior leadership. Use data insights to recommend strategies for improving account outcomes.
• Order Entry Processing & Customer Communication: Communicate proactively and positively with all customers, adopting a customer first approach. Provide timely updates on order status, shipping confirmations, and any relevant order information. Accurately enter customer orders into the ERP system, ensuring all necessary information is captured and orders are processed promptly.
• Customer Quotes & RFP: Accurately, timely and proactively create all required customer quotes. Ensure proper follow-up on such quotes.
• Customer Warranty Claims: Accurately, timely and proactively enter and manage all customer claims. Ensure successful follow up on such claims.
• Project Management: Oversee high-profile project or opportunities involving multiple moving pieces, ensure effective planning, coordination, and execution. Facilitate communication among stakeholders, manage timelines, and track project progress to achieve successful outcomes.
• Other duties as assigned.

Competencies

• Self-directed: Ability to prioritize and stay on task while meeting all current and future Key Performance Indicators. Must possess a strong sense of urgency.
• Customer Mindset: Exceptional customer service is primary focus while performing job duties. Giving our customer a consistent industry leading Customer Experience is top priority.
• Adaptability: Proactively and willingly adapts to changing business needs and conditions.
• Relationship Building: Builds constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect with clients and internal colleagues. Has a clear understanding of the concept of Internal Clients and a sense of responsibility to them.
• Accountability: Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.
• Talent Development (self and others): Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities. Willingness to work with other and coach / teach in effort to develop and support other employees’ development.

HOW TO SUCCEED

• Bachelor’s degree in Business, Marketing, Communications, or a relevant field (or equivalent experience).
• Must possess a minimum of 2 years’ work experience in an Account Management, Customer Success or similar client-facing role, preferably in industrial lighting, material handling or industrial parts sales.
• Proven track record of managing client relationships and driving account growth through upselling and cross-selling.
• Excellent communication, interpersonal skills.
• Strong organizational skills, with the ability to manage multiple accounts and priorities simultaneously.
• Proficiency with CRM Systems such as Sales Force.
• Familiar with sales methodologies such as solutions selling and consultative selling.
• Knowledge of customer success best practices and account retention strategies.
• Ability to travel up to 25%.

BENEFITS

You’ll be part of a people-centric culture, where your well-being matters. Our comprehensive package offers standard benefits such as medical, dental, and vision, plus unique benefits such as our onsite health clinic and our incredible dollar for dollar 401(k) match up to 6%. At our HQ, there’s an on-site preschool, restaurant and where you can get active or enjoy our regular team get-togethers.

We also offer:

• Opportunities for professional development, including access to LinkedIn Learning and many in-house/external training courses
• On-site restaurant, café, pre-school, fitness/social area, employee gardens and more.

ABOUT SSI

We are a leading B2B distributor and manufacturer of quality safety lighting, after-market industrial parts, warning products, backup alarms, electrical components and accessories. Superior Signals Inc. (SSI) serves a broad range of industries including OEMs, resellers and end-users. Our commitment to building long-term relationships with our customers is at the heart of our strategy. We are looking for an experienced Account Manager (Farmer) to manage and nurture client relationships, ensuring satisfaction, retention, and account growth. This role will focus on cultivating relationships with existing clients and identifying opportunities for upsell and cross-sell to drive account expansion while building customer intimacy.

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds and believe our differences make us stronger. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, disability, genetic information, veteran status, or any other protected status in accordance with applicable laws.

QUESTIONS

Contact Haily Park at Haily.Park@tvh.com

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