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Senior Client Services Manager - Key Accounts


Type: full time
Company Type: Distributor
Location: NJ
Apply at: steven.shorr@goodearthproducts.com

OBJECTIVE:

The Client Service Manager for Key Accounts will be responsible for managing and cultivating long-lasting relationships with our most important clients. The primary focus will be on client retention, driving revenue growth, implementing and managing new and ongoing projects/programs correctly and efficiently, and ensuring client satisfaction. The successful candidate will thrive in a fast-paced, results-oriented environment, be committed to high standards of excellence, and have a passion for building lasting partnerships with client personnel.

The Senior Client Service Manager reports to the Vice President of Sales.

PRIMARY RESPONSIBILITIES:

Managing Key Accounts

• Build and maintain strong relationships with key account personnel, ensuring customer satisfaction and retention.

• Act as the primary point of contact for key accounts, addressing all inquiries, concerns, and needs in a timely manner.

• Develop and implement key account strategies and plans to meet sales budgets and optimize sales opportunities.

• Collaborate with cross-functional teams, including Sales, Operations, Customer Service, IT, and Purchasing to ensure effective account management, customer support, and maintain excellent client service.

• Through collaboration with both clients and internal department heads, establish Key Performance Indicators for each account; implement regular reporting including effective response management processes if/when performance approaches substandard levels.

• Gather and analyze client feedback to ensure satisfaction/retention and to improve products and service.

• Work closely with Sales VP to develop the regular account business reviews.

• Conduct regular business reviews with key accounts to assess performance, identify areas for improvement and propose solutions, manage projects, and support client initiatives.

• Provide accurate sales forecasts and reports; analyze data and performance in all aspects of the key accounts to identify trends and opportunities and strive for continuous improvement.

New Account Onboarding

• Work with VP of Sales to manage the onboarding of all new key accounts.

• Develop onboarding project plans for new accounts, including tasks for all internal departments as well as external 3PL fulfillment houses, trucking partners, and clients.

• Coordinate with internal teams to ensure correct, on-time and efficient implementation and integration of new accounts.

• Provide personal ongoing support to new accounts, especially during the initial stages of the partnership, promptly addressing and resolving any issues or challenges that arise.

Sales Support

• Provide comprehensive support to the Sales Team, including working closely with them to identify and pursue new business opportunities; provide support in preparing quotations, proposals and presentations.

• Assist with farming the Company’s e-commerce prospect and client lists to identify opportunities for larger on-going sales.

• Monitor sales performance in all key accounts and provide regular reports and analyses to the management team.

Relationship Management

• Nurture and develop long-term relationships with key stakeholders at key accounts, such as corporate decision makers and influencers.

• Understand the unique needs and objectives of each key account and tailor solutions to meet their requirements.

• Anticipate potential issues or challenges and proactively address them to maintain customer satisfaction and loyalty.

• Stay updated on industry trends, market developments, and competitors’ activities to identify new opportunities and potential risks.

• Participate in industry events, trade shows, and conferences to network and promote GoodEarth.

Analytics

• Regularly forecast future sales volumes based on historical data, market trends, and other relevant factors.

• Evaluate the performance of different products or product categories by analyzing sales data to help identify top-selling products and effectively manage inventories.

• Analyze pricing strategies and their impact on sales volume, revenue, and profitability, including assessment of price elasticity, conducting A/B tests, and analyzing customer response to different pricing models or promotions.

QUALIFICATIONS:

• Bachelor’s Degree preferred

• Facility and Business Supplies Industry experience required

• Minimum 5 years of related Key Account Management experience

• Proficient in Microsoft Office, especially Excel and Outlook

• Familiarity with CRM systems and best practices; knowledge of NetSuite a plus

• Strong problem-solving skills and attention to detail

• Ability to multi-task and prioritize client needs

• Commitment to excellence and customer devotion

• Crashes through barriers to get things done!

MISC:

• Location: Fort Lee, NJ

• Competitive salary, benefits package, including Medical, 401(k), PTO and Paid Holidays



Apply at: steven.shorr@goodearthproducts.com