About the Account Support Manager
The purpose of this role is to elevate the customer experience by creating relationships with customers and to improve sales productivity by providing administrative support to the sales team. The Account Support Manager supports the sales team by delegating daily tasks, training sales staff, and contributing to performance discussions. The Account Support Manager will act as a liaison between departments, customers, and sales on any number of topics. This position is hybrid and can require up to 25% travel.
Responsibilities of the Account Support Manager
- Develop strong customer relationships by partnering with our customers to effectively resolve issues via phone, email, and occasional personal visitations.
- Build a cohesive and clear narrative that enforces our value proposition for key strategic accounts as defined by sales leadership. This would include but is not limited to asset utilization, service compliance, uptime, fleet balance, etc.
- Develop deep knowledge of the company’s departments, systems (Ex. Portal), and processes to assist customers.
- Customize solutions that help customers move forward in growing with our company alongside sales staff.
- Evaluate customer's changing needs and develop strategies with sales staff to enhance our value proposition.
- Answer customer questions surrounding billing and contracts and see it through to a resolution.
- Manage accounts while providing excellent customer service.
- Help build financial relationships with customers.
- Grow existing customer base by upselling and cross-selling additional products and services, negotiating service agreement renewals, and controlling inventory.
- Work with field support for information to ensure trailers are ready and available for customer/vendor pickup.
- Create and communicate any specific customer reporting.
- Interface with customers to identify and troubleshoot technical challenges, restoring system functionality in a quality-driven, timely manner.
- Create and distribute annual client review information.
- Develop tracking and communication of all upcoming renewals with sales staff.
- Provide single source communication between customer and service departments (Shop, Mobile, Call Center, etc.) on maintenance related issues.
- Spearhead internal initiatives to address operational challenges, improving the service delivery model.
Required Skills & Abilities of the Account Support Manager
- Bachelor’s degree from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public
- Exhibit a positive attitude, attention to detail, and high sense of urgency.
- Ability to multi-task and maintain a high level of organization.
- Excellent verbal and written communication skills.
- Ability to manage communication between customers and internal departments.
- Maintain a professional demeanor to adapt to the customers evolving business needs, disputes, and disagreements.
- Ability to manage communication between salespeople, marketing, and the sales enablement department.
Transportation Equipment Network provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.