POSITION SUMMARY:
DuBois Chemicals is seeking an experienced high-level Technical Account Manager (TAM) to bridge the gap between the company’s technical paper and pulp product offerings and its customers’ needs; acting as a technical advisor to key Dubois customer accounts, ensuring that operational challenges are clearly defined and that the solutions implemented are achieving the full potential in improving the customer’s operations.
The TAM is responsible for leveraging deep paper mills operational knowledge, DuBois product knowledge, proactive problem-solving and relationship building to drive adoption and retention of DuBois chemistries at high-value accounts. TAM will work closely with Sales, Portfolio, Research and Development (R&D), and support functions to accomplish their goals. Demonstrate the company’s core competencies of communication, customer focus, innovation, integrity & ethics, lean & safety, and passion to succeed.
KEY RESPONSIBILITIES:
- Serve as the primary technical point of contact, building trust and strong relationships within paper mill accounts.
- Effectively offer strategic advice, best practices, and proactive recommendations for product implementation and optimization.
- Address complex product-related queries, resolve issues quickly and minimize business disruption for the customer.
- Maintain in-depth knowledge of DuBois’ specialty chemical solutions and the customers’ unique technical environment.
- Educate customers on new features and best practices to drive optimal product adoption and usage.
- Work closely with the District Sales Manager to develop strategic account plans and manage an opportunity pipeline in Customer Relationship Management (CRM).
- Lead technical check-ins and actively participate and contribute during Business Reviews ensuring clear quantification and articulation of the value DuBois’ solutions create for the customer.
- Effectively collaborate with the customer and our company internal teams (Sales, Service, R&D, Portfolio Management) to ensure we are delivering on our promises to the customer.
- Provide regular feedback from the customer to the Portfolio Management and Research & Development teams.
- Consistent presence at customer site to ensure adequate service and support coverage, prevent churn and increase sales and profitability.
- Must be able to perform the essential functions with or without accommodation.
MINIMUM QUALIFICATIONS:
- 10+ years’ experience with Paper and Pulp specialty chemical solutions, technical support, and account management is required.
- Excellent customer service skills to build and maintain positive customer relationships.
- Ability to solve customers’ technical challenges and assist with improvement process utilizing product knowledge.
- Document and communicate service findings for every customer visit within CRM.
- Goal oriented and initiative-taking approach to seeking new business.
- Critical thinking and problem-solving skills with attention to detail.
- Proficient in performing technical/mechanical on-site testing.
- Excellent communication (oral, written) and presentation skills.
- Proficient in Microsoft Office and Customer Relationship Management (CRM) and analytical tools
- Ability to work independently with minimal supervision.
- Ability to travel up to 25% including overnight travel.
EDUCATION QUALIFICATIONS:
- Bachelor’s degree in Chemical Engineering, Paper Science Engineering, or related discipline is preferred.
