Director of Strategic Account Management

Maximize client retention by leading and directing staffing, planning, and customer support activities to positively represent Company projects and services for assigned customer accounts.

Partner closely with Business Development, Engineering, Finance/Accounting, Supply Chain, and other functions to develop and promote healthy customer relationships.

Develop and monitor key metrics to ensure effectiveness, such as customer satisfaction; production on time delivery; order entry and contract review effectiveness; customer account margins; and issue resolution and effectiveness.

Maintain regular contact with and ensure satisfaction of strategic customers.

Participate actively and help structure new product introductions (NPI) or expansion of existing business to optimize outcomes for Nortech and its customers.

The pay range for this role is $130k - $160k annually.

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, and other candidate qualifications.

Primary Responsibilities:


* Analyze the business needs and requirements of the customer base and how Nortech products can most effectively optimize outcomes for Nortech and its customers; develop action plans to implement new business and ensure existing customer satisfaction.


* Oversee and support hiring, onboarding, coaching and development of customer account staff to ensure high quality customer service across responsibility areas including order entry, shipping, issue resolution, and customer interface.


* Lead, oversee and assist team members to ensure appropriate training and facilitate skill and knowledge development related to Company products, systems, procedures, and partner functions.


* Direct and implement methodology and procedures to optimize use of customer support systems; issue research, escalation steps, and resolution; internal engagement; and customer engagement.


* Work with direct reports at least annually to define goals and evaluate progress; evaluate and communicate developmental areas and advancement readiness.


* Oversee, allocate and distribute work assignments, monitor resource use and capacity, identify and address capacity and/or performance concerns.


* Monitor KPI’s in areas such as customer satisfaction, order entry and terms review accuracy and efficiency, delivery performance, margin management, and other performance metrics regularly to maintain optimal results; identify sub-optimal performance areas; develop and implement steps to improve outcomes.


* Anticipate staffing needs to support new business, recommend and drive organizational changes to onboard new business effectively and ensure high quality, uninterrupted service levels to existing customers.


* Handle and/or redirect escalated customer concerns; interface with customers and serve as an internal liaison as needed to facilitate satisfactory resolution of concerns.


* Regularly revi...