Description:
The National Account Manager is the primary Smart Care contact for key National Account customers responsible for making sure customer needs are being met thereby driving retention and growth of their assigned portfolio. They will build long-lasting, mutually beneficial relationships with their contacts, always striving to find the services which best fit the needs of the customer. This role excels at proactive communication with internal departments and external customers and works cross-functionally across Smart Care and its affiliate companies to ensure customer issues are being addressed and new opportunities are capitalized upon.
To succeed in this position, candidates should have exceptional communication, problem-solving and time management skills. You should be resourceful, analytical, adaptable, and organized with the ability to build rapport with customers.
Main Responsibilities
- Proactive and ongoing communication with customers to understand their needs and review existing and new services
- Builds relationships with customers based on trust and respect seeking to be a ‘trusted advisor’
- Navigates customer organizations to build advocates and awareness across multiple functional areas and regional/local leaders
- Works cross-functionally internally to resolve customer complaints / escalations and improves processes and communications to prevent future issues
- Provides real-time guidance to the Operations team ensuring adherence to customer requirements and service-level agreements
- Analyzes customer repair and maintenance data to understand customer needs, and areas of improvement. Present solutions to help improve reliability and efficiency of the customers equipment.
- Creates annual strategic plans for assigned accounts including growth plans and budgets
- Creates and conducts quarterly business reviews on Smart Care service performance
Qualifications
- Bachelor’s or Associates Degree in Business or related field
- 3-5 years of successful experience in Account Management, Business Development, Inside Sales or other customer facing roles. Experience in face-to face HVAC/R sales a plus.
- Excellent oral and written communications skills
- Strong problem-solving skills along with a high level of attention to detail
- Comfort using business intelligence (BI) software to analyze customer trends and needs
- Effective prioritization and time management with a demonstrated sense of urgency
- Sales process knowledge with solid negotiation and networking skills
- Capacity to influence others’ behavior through persuasive presentations, effective customer relationship development, facilitation, training and development
- Results-oriented, setting and pursuing aggressive goals, demonstrating a strong commitment to organizational success, and leveraging resources to accomplish his/her priorities
- Adept at grasping, understanding, and articulating divisional/company vision
- Comfortable managing under pressure and ability to successfully multitask and prioritize
- Passion to win and motivate a diverse team
- Experience with Microsoft Excel, Power Point, Power BI, a definite plus