Manager, Account Management

YOUR ROLE AND RESPONSIBILITIES

• Team Leadership & Development: Recruit, mentor, and develop a high-performing team of Account Managers, fostering a collaborative and results-oriented environment. Set clear performance expectations, provide regular coaching and feedback, and conduct performance reviews.
• Client Relationship Strategy: Define and implement strategies for building and maintaining strong, long-term relationships with key stakeholders across all assigned accounts, ensuring consistent satisfaction and deep engagement with our products.
• Account Growth Management: Lead the team in identifying and capitalizing on opportunities to expand existing client relationships by strategically introducing additional products and services, driving significant revenue growth through upselling and cross-selling initiatives. Oversee proactive engagement with key accounts to ensure high client satisfaction, identify potential challenges, and cultivate long-term partnerships.
• Customer Retention Leadership: Establish and drive proactive strategies to ensure exceptional customer retention, addressing any concerns promptly and effectively to maintain high levels of client satisfaction and continued business. Champion a customer-first philosophy within the team, emphasizing urgency and exceeding customer expectations.
• Business Development Collaboration: Foster strong strategic alignment and collaboration with the Business Development team (Hunters) to ensure seamless transitions of new clients and ongoing account management support that enables clients to achieve their full commercial potential.
• Product Education & Advocacy Guidance: Empower the team to effectively educate clients on new products and their applications, ensuring they maximize the value derived from our offerings. Encourage the team to act as product experts and trusted advisors, leveraging the Sales Engineering department for specialized support when necessary.
• Issue Resolution Oversight: Oversee the team's efforts in serving as the primary point of contact for resolving client issues and concerns, ensuring effective coordination with internal teams to deliver timely and comprehensive solutions. Ensure critical Corrective and Preventive Actions are documented and implemented to address root causes.
• Client Health Management & Reporting: Establish and monitor key account health metrics, such as historical purchasing patterns, engagement levels, and satisfaction scores, to proactively identify potential risks and opportunities. Regularly report on overall account portfolio performance, team achievements, and expansion opportunities to senior leadership, utilizing data insights to recommend strategic improvements in account outcomes.
• Order Management & Communication Oversight: Ensure the team communicates proactively and positively with all customers, reinforcing a customer-first approach. Oversee the provision of timely updates on order status, shipping confirmations, and other relevant order information. Ensure accurate and prompt order entry into the ERP system.
• Quoting & RFP Management: Guide the team in the accurate, timely, and proactive creation of customer quotes and ensure proper follow-up.
• Warranty Claim Management: Oversee the team's accurate, timely, and proactive processing and management of customer warranty claims, ensuring successful resolution and follow-up.
• Project Management Leadership: Provide oversight and guidance for high-profile projects or opportunities involving multiple stakeholders, ensuring effective planning, coordination, and execution. Facilitate clear communication among stakeholders, manage timelines, and track project progress to achieve successful client outcomes.
• Other duties as assigned.

HOW TO SUCCEED / YOUR PROFILE

• Bachelor’s degree in Business, Marketing, Communications, or a relevant field. preferred.
• Minimum of 5 years of progressive experience in Account Management, Customer Success, or similar client-facing roles, with at least 3 years in a leadership or supervisory capacity, preferably within industrial lighting, material handling, or industrial parts sales.
• Proven track record of successfully leading account management teams and driving significant account growth through upselling and cross-selling initiatives.
• Demonstrated ability to develop and implement effective account management strategies and processes.
• Strong analytical skills with the ability to interpret data and translate it into actionable insights for account growth and retention.
• Proficiency with CRM Systems such as Salesforce and other relevant sales and marketing tools.
• Familiarity with sales methodologies such as solutions selling and consultative selling.
• In-depth knowledge of customer success best practices and account retention strategies.
• Ability to travel up to 25%

WHAT’S IN IT FOR YOU

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

PEOPLE ARE AT OUR HEART

TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.

ABOUT TVH

TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.

Superior Signals Inc. (SSI) is a leading B2B distributor and manufacturer of high-quality safety lighting, warning products, backup alarms, electrical components, and accessories. We proudly serve a diverse range of industries, including OEMs, resellers, and end-users. At the core of our strategy lies a deep commitment to building enduring partnerships with our customers. We are seeking an experienced and dynamic Manager - Account Management to lead our Account Management (Farmer) team. This pivotal role will be responsible for guiding and empowering a team focused on nurturing key client relationships, ensuring exceptional satisfaction, driving account retention, and achieving significant account growth. The ideal candidate will champion a customer-centric approach, fostering a culture of proactive engagement and strategic expansion within our existing client base.