Newgistics Inc. Director of Account Management in Austin, Texas
The Director of Account Management has primary responsibility for the retention and growth of the Newgistics Parcel customer base by nurturing customer relationships, and ensuring that customers derive the most value possible from Newgistics services. This role will require you to work closely with the Sales, Marketing, Implementation, Solutions, Product and Technology teams to ensure Newgistics priorities are aligned with customer’s success. You will serve as an escalation point for issues that have the potential to impact both the customer’s and Newgistics’ success.
We are looking for an experienced, enthusiastic and hands-on leader who can rapidly learn the Newgistics value proposition and apply it to customers of all sizes. The ideal candidate also has previous management experience and understands how to motivate and support individuals for success driven results. This includes motivating a team of account managers to develop a highly effective strategy for each client relationship, assuring client retention, upsell revenue generation, client satisfaction and consultative partnerships.
Reporting to the VP of Account Management, the Director will develop and implement best practices, strategies, and processes that will empower the Account Management team with the skills to drive customer satisfaction and loyalty to the Newgistics service.
25% travel is required.
Client retention and growth:
Understand Newgistics services, capabilities and future product roadmap and help the team match these capabilities and services to our customer’s needs.
Initiate and develop relationships with multiple individuals within our largest accounts, at the CXO, vice president and director levels; be able to communicate effectively with individuals at all levels.
Develop and lead the team to proactively identify, forecast and drive to closure opportunities for upsell and service expansion in an account.
Maximize client retention by actively assisting Account Managers with retention efforts, evaluating and escalating retention issues internally when necessary, evaluating client survey results and working closely with AM’s to develop action plans to improve satisfaction as needed.
Manage the contract renewal process to obtain acceptable revenue and profit levels.
Evaluate and develop a customer satisfaction program then meet or exceed the targeted goal for customer satisfaction.
Maintain a leading edge, consultative capability in the industry. Provide commentary and insights to our customers on industry trends.
Understand customer needs and allocate resources to address the needs, monitoring follow through on all issues to ensure resolutions meet customer expectations.
Provide escalation support for at-risk customers, ensuring their needs are met and confidence is restored.
Develop and implement Account Management best practices:
Develop a best of breed Account Management process by establishing metrics, analyzing processes, utilizing customer feedback and implementing best practices to ensure high-quality customer and internal deliverables.
Monitor departmental budgets, using reporting tools as a way to improve operating efficiency, reduce costs, or improve service and quality. Provide management with timely and accurate reports or other information necessary to track progress towards goals.
Share developed best practices across Account Management teams.
Coach, monitor and develop staff to improve performance and/or enhance capabilities:
Hire, grow and retain an Account Management team focused on our customers’ success.
Establish behavioral, developmental, and results metrics and coach for performance excellence; Provide timely and effective recognition; Resolve problems as they arise and effectively administer corrective action when necessary; Identify and support developmental opportunities to encourage employee learning and growth.
Maintain training and support structures to aide Account Managers in their retention and growth efforts and to develop their ability to discuss business and industry issues with the client, assuring a strong partnership.
Understand company and department objectives, translating goals into clear team and individual performance plans and monitoring the plans to ensure steady progress toward the targeted goals,
Recognize business risks and trends that will impact the goals and make necessary adjustments to plans and resources to accommodate.
Measure and manage customer engagement from the team.
Minimum 10 years of customer support, consulting and/or account management experience, including at least 4 years of people management
Experience in implementing customer success/account management programs.
A solutions-oriented mindset with exceptional client management and problem solving skills.
Strong verbal and written communication skills.
Ability to build and maintain strong, trustworthy relationships with “C” level, VP and Director level resources.
Ability to work collaboratively with others.
A desire to lead, mentor, and motivate a team to achieve goals.
BS/BA required; MBA preferable.