Job DescriptionThe Account Management Leader will guide the Account Management team to ensure the delivery of exceptional service, client satisfaction, and long-term partnerships. This role involves managing a high-performing team, overseeing client relationships, and working closely with cross-functional teams to meet or exceed the assigned annual budget. The ideal candidate will possess strong leadership skills, a strategic mindset, and a proven track record in account management and client services.
Responsibilities- Team Leadership & Development:
- Lead and mentor a team of account managers, providing guidance, training, and performance management.
- Foster a culture of collaboration, accountability, and continuous improvement within the team.
- Conduct regular performance evaluations and provide constructive feedback to ensure team success and personal development.
- Business Results:
- Implement strategies to meet or exceed annual budget
- Ensure that customer certification projects are delivered accurately and within established turn around times to drive customer satisfaction and retention
- Client Relationship Management:
- Understand clients' business objectives, challenges, and opportunities to deliver tailored solutions and strategic value.
- Lead strategic account planning sessions to ensure the achievement of client goals and alignment with the company's offerings.
- Revenue Growth & Retention:
- Drive account growth through upselling, cross-selling, and identifying new business opportunities within existing accounts.
- Develop and execute strategies to improve client retention, minimize churn, and increase customer lifetime value.
- Represent NSF by attending industry trade show events, association events, government agency meetings, etc.
- Operational Excellence:
- Oversee the day-to-day activities of the account management team, ensuring smooth execution of client deliverables and service expectations.
- Develop and track KPIs to measure client satisfaction, account performance, and team productivity.
- Address and resolve client escalations in a timely and professional manner.
- Collaboration & Cross-Functional Engagement:
- Partner with internal teams to ensure a seamless client experience and the successful implementation of projects.
- Act as the voice of the client within the organization, providing valuable insights into customer needs, feedback, and industry trends.
- Strategic Reporting & Insights:
- Prepare and present regular reports on account performance, growth opportunities, and market dynamics to senior leadership.
- Provide actionable insights and recommendations based on client data and feedback to drive long-term success.
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Qualifications- Education: Bachelor's degree in Business, Marketing, or related field (or equivalent work experience).
- Experience: 5+ years of experience in account management, client services, or related fields
- Proven experience in leading teams directly or indirectly, focusing on people or process leadership.
- Strong understanding of sales processes, customer relationship management, and service delivery.
Skills & Competencies:
- Exceptional leadership, team-building, and interpersonal skills.
- Strategic thinker with the ability to translate client needs into actionable plans.
- Excellent communication skills, both written and verbal, with the ability to present to senior executives.
- Strong problem-solving skills and ability to manage client escalations effectively.
- Proficient in CRM systems and account management tools (e.g., Salesforce, HubSpot).
Other Requirements:
- Ability to travel occasionally (if applicable).
- Self-motivated, results-driven, and able to work in a fast-paced environment.
- Ability to work hybrid out of Ann Arbor
Preferred qualifications:
- 3+ years demonstrated experience in successfully leading teams
- 5+ years of direct industry experience (i.e. TIC industry, etc.)
About the TeamNSF sets the global standard for quality, performance and safety of water products and systems with an extensive range of testing, certification and consulting serves. We continually strive to address emerging needs, empowering manufacturers to meet stringent regulatory requirements with confidence. With our expanding local presence in key regions, we ensure more efficient pathways for our clients to reach global markets while continuing to anticipate and respond to the evolving challenges of water safety.
