Description
The Director of Account Management position at Nu-Tek Roof Systems is a pivotal role responsible for driving operational efficiency and ensuring customer satisfaction. This versatile leader will be in charge of overseeing roofing projects and acting as the main point of contact for clients, embodying a "can-do" attitude to meet both internal and external customer needs effectively. Success in this position hinges on the ability to provide strong oversight on production, manage client relationships, and exhibit leadership skills to promote teamwork and enhance business performance.
The ideal candidate will possess empathy and resilience, excel in listening to clients and internal teams, be decisive in challenging situations, and be adept at overcoming obstacles. Serving as the advocate for customers and processes, this individual will collaborate across departments to streamline operations and improve service quality.
Compensation Details :
- Salary Range : $140,000 - $160,000
- Potential bonus : $20,000 with growth potential (35% performance-based, 65% tied to company performance)
- Additional Benefits : Comprehensive benefits package, retirement plan, 100% insurance coverage for employees, and 50% coverage for family members
Responsibilities
Production Management :
Project Execution & Delivery :
Lead the planning, scheduling, and execution of all roofing projects to ensure timely, cost-effective completion.Serve as the bridge between operations, field crews, and sales, ensuring alignment on goals, timelines, and client expectations.Maintain a "say yes and figure it out" approach, solving issues proactively while delivering high-quality results.Team Leadership & Resource Allocation :
Inspire and manage the production team, including site supervisors and subcontractors, ensuring safe and efficient project completion.Optimize resource allocation (labor, materials, equipment) to enhance productivity and reduce delays.Foster a collaborative, mission-focused culture, emphasizing safety and shared responsibility for project success.Process Improvement & Compliance :
Continuously evaluate processes, implementing improvements that drive efficiency, reduce costs, and enhance client satisfaction.Ensure adherence to industry standards, safety regulations, and local building codes through regular site inspections.Lead process improvement initiatives with a focus on sustainable, long-term solutions.Account Management & Client Relationships :
Client Relationship Management :
Act as the main point of contact for key clients, keeping them informed and engaged throughout the project lifecycle.Build long-term relationships by understanding client needs, addressing concerns proactively, and ensuring satisfaction.Balance empathy with assertiveness to manage client expectations while delivering results.Client Satisfaction & Growth :
Monitor and improve client satisfaction through regular feedback and timely issue resolution.Identify opportunities to upsell and cross-sell services based on client needs, contributing to revenue growth.Use a results-driven mindset to expand client relationships and increase company revenue through superior service.Problem Resolution & Feedback :
Serve as the "voice of the customer" within the organization, ensuring prompt and effective resolution of client concerns.Analyze customer feedback to identify trends and areas for improvement, collaborating with the production team to implement necessary changes.Take ownership of challenging client situations, showing resilience and a solutions-oriented approach.Cross-Departmental Collaboration :
Internal Communication & Alignment :
Facilitate clear communication between departments (sales, production, service) to ensure client needs are met and projects run smoothly.Ensure all departments collaborate toward shared goals, reducing friction and improving efficiency.Demonstrate empathy for team challenges while maintaining a results-oriented approach.Leadership in Problem-Solving :
Lead conflict resolution efforts both internally and with clients, using emotional intelligence to de-escalate tensions and drive positive outcomes.Demonstrate resilience in overcoming setbacks, refocusing on solutions to maintain momentum.Operational Strategy :
Collaborate with the COO to develop and execute long-term strategies for production and account management that align with company growth goals.Identify opportunities for innovation and process improvements that enhance operational efficiency and customer satisfaction.Leadership & Accountability :
Team Development & Leadership :
Mentor and develop production and account management teams, fostering continuous improvement and high performance.Promote a "safety-first" culture by ensuring compliance with safety protocols and instilling a sense of personal responsibility.Performance Metrics & Reporting :
Track and report on key performance indicators (KPIs), including customer satisfaction, project timelines, budget adherence, and process improvements.Use internal and client feedback to assess team performance and drive continuous improvement.Accountability with Empathy :
Own both successes and setbacks, demonstrating accountability while supporting the team and clients through challenges.Balance resilience and accountability with empathy to foster a culture of growth and positive reinforcement.Qualifications
Required Qualifications :
Experience : 5-10 years in construction or roofing project management, with 3 years in a leadership role.Skills : Strong leadership, communication, and organizational skills; proven experience managing large teams and cross-functional projects.Knowledge : Expertise in commercial roofing systems, project management, and client relationship management.Key Personality Traits for Success :
Service Motivation : A genuine drive to serve clients and internal teams, prioritizing their needs while striving for operational excellence.Empathy : The ability to relate to clients and team members, using emotional intelligence to balance relationship management and goal achievement.Ego Strength : Confidence to make tough decisions in high-pressure situations while respecting others' viewpoints.Ego Drive : A results-oriented approach, consistently pushing for project completion, client satisfaction, and company growth.KPIs for Success :
Customer Satisfaction : Achieve a satisfaction score of 90% or higher in the first 90 days.Project Delivery : Deliver 97% of projects on time and within budget.Goal Achievement : Meet 90% of quarterly goals, demonstrating internal motivation and a results-driven approach.Operational Efficiency : Increase efficiency by 15% within the first six months through process improvements.Employee Development : Maintain an employee turnover rate of less than 5%, reflecting strong leadership.Revenue Growth : Contribute to a 15% increase in service or production revenue within the first 12 months.
Salary : $140,000 - $160,000
