What are the responsibilities and job description for the Account Services Manager position at Clarus Glassboards?
JOB PURPOSE :
Clarus is seeking an experienced and dynamic Account Services Manager with 5 years of leadership experience managing Account Managers, Inside Sales and / or Service Departments. This role is responsible for driving customer satisfaction, optimizing account management strategies, and ensuring seamless collaboration between sales and operations. The ideal candidate will be a strategic thinker with strong financial acumen, proficiency in data analysis using Microsoft Excel, and the ability to interpret financial reports to drive informed decision-making. This role will be critical in developing exemplary sales support and driving revenue within the organization. With a focus on conversions, mastering product intricacies, and delivering superior customer service, this position is integral to our sales network's success.
DUTIES & RESPONSIBILITIES :
- Lead, mentor, and develop a high-performing team of Account Managers, Inside Sales Representatives, and Service Specialists, ensuring alignment with company goals.
- Establish clear performance objectives, provide ongoing coaching, and conducting regular performance evaluations.
- Foster a customer-first culture, ensuring teams provide exceptional service and maintain strong client relationships.
- Develop and implement strategic account plans to maximize customer retention and revenue growth.
- Serve as an escalation point for complex client issues, ensuring timely and effective resolutions.
- Proactively analyze customer feedback, market trends, and service performance to drive continuous improvement.
- Utilize financial reports, budgeting, and forecasting tools to support decision-making and account management strategies.
- Analyze revenue trends, pricing models, and account profitability to drive sustainable business growth.
- Work closely with finance teams to ensure accurate invoices, account reconciliations, and contract compliance.
- Leverage Excel proficiency for financial modeling, data analysis, and reporting (e.g., pivot tables, VLOOKUPs, and dashboard creation).
- Streamline workflows between Account Services, Sales, and Operations to enhance customer experiences and response times.
- Implement best practices for CRM usage, data management, and reporting to drive efficiency.
- Monitor and improve service delivery processes, ensuring teams meet or exceed service-level agreements (SLAs).
- Oversee the entire lifecycle of the Quote and Sales Order process, from Order Entry to Claims
- Field customer inquiries via phone and email, and initiate proactive outbound communications and follow-up
- Actively involved in sales pipeline management with the sales team to increase sales targets
- Attain mastery in all aspects of Clarus products, services, and branding, becoming a Subject Matter Expert.
- Collaborate closely with the Sales team to nurture existing client relationships and capitalize on new business prospects.
- Identify and exploit cross-selling and upselling opportunities to maximize client value.
QUALIFICATIONS :
