The Director of Technical Support is a senior member of the Strategic Accounts sales team responsible for maximizing the value of existing customer relationships, ensuring operational excellence, and delivering on National Coatings & Supplies' (NCS) brand promise across the company's largest and most complex accounts. As the primary executive liaison for strategic customers, this position oversees all aspects of account onboarding, implementation, communication, and performance. The Director collaborates cross-functionally with NCS sales, operations, supply chain, finance, and marketing teams to deliver world-class service, support business growth, and strengthen long-term partnerships.
DUTIES & RESPONSIBILITIES:- Strategic Account Leadership & Customer Engagement -Serve as the primary executive point of contact for existing strategic accounts, ensuring their needs are met and expectations exceeded.
- Partner directly with customer leadership teams to align on business goals, performance objectives, and strategic initiatives.
- Act as the voice of the customer within NCS, influencing internal priorities and driving continuous improvement initiatives.
- Cross-Functional Program Execution- Coordinate and lead the onboarding of new strategic accounts and customer locations, ensuring proper setup of systems, pricing,demand planning, and sales alignment.
- Facilitate smooth conversions and installations for new MSO integrations, including leading kickoff meetings and communicating service-level agreements (SLAs).
- Collaborate with internal stakeholders to ensure accurate reporting, operational alignment, and seamless communication between NCS teams and customers.
- Oversee the development and maintenance of customer catalogs and approved product lists (APLs).
- Manufacturer & Partner Collaboration - Represent NCS as a senior leader in meetings with key manufacturers, supporting joint initiatives and collaborative programs.
- Organize and lead in-person and virtual summits, customer business reviews, and strategic planning sessions with manufacturerpartners.
- Strategic Support & Sales Enablement- Equip the Strategic Accounts team with the tools, resources, and processes needed to drive efficiency and execution.
- Provide strategic input and reporting on account performance, growth opportunities, and operational challenges to senior leadership.
- Ensure that internal processes, systems, and procedures are aligned with customer expectations and organizational business objectives.
QUALIFICATIONS & REQUIREMENTS:- Minimum of 10 years of experience in sales, strategic accounts, or customer project management within the coatings, automotive or related sectors.
- Demonstrated ability to manage complex relationships, lead cross-functional teams, and deliver results in a customer-facing capacity.
- Strong understanding of financials, operations, and supply chain processes, with the ability to translate customer needs into business strategies.
- Exceptional organizational and project management skills with a focus on execution and follow-through.
- Proficiency in Microsoft Word, PowerPoint, and Excel.
- Strategic thinker and collaborative leader
- customer-centric, highly accountable, and adaptable to dynamic business needs.
- Willingness and ability to travel by air and vehicle to meet with customers, manufacturers, and internal teams nationwide.
What's in it for You?- Medical, Dental, & Vision Benefits
- 401k Retirement Savings Plan
- Life & Disability Insurance
- Direct Deposit & biweekly payroll
- Ability to start a career instead of just another job.
- A collaborative environment where your input is valued daily.
