Job Information
CompuCom Director, Account Support Representatives in Trenton, New Jersey
General Summary
The Director is responsible for monitoring overall customer performance, metrics and manage the entire sales support process for the organization. They will collaborate with various professionals, so it’s essential that they have excellent communication skills and feel comfortable working in a team environment. They should also be able to lead and motivate the sales team to achieve specific goals and assist in customer RFX’s to develop winning solutions.
Ultimately, this Director should be able to build a high-performance support team to ensure customer satisfaction with a growth mindset while developing our associates.
Must be based in USA
Responsibilities :
Leadership/Management:
Assist Compucom in the pursuit of the company’s goals, values, and vision.
Lead, mentor, and manage a team of Account Support professionals.
Provide training and development opportunities to ensure the team stays current with industry trends and product knowledge.
Set clear performance expectations, provide feedback, and conduct regular performance evaluations.
Recruits new teammates; assign, direct, and evaluate their work, and oversee the development, training, and growth of your team.
Ensure sales, finance, legal and operational policies and procedures are met
Gather feedback and partner with external/internal teams
Growth mindset
Work with our outside sales team/customers on new opportunities and or customer concerns/complexities that may arise which include customer presentations and development of RFX responses.
Meet or exceed all Sales thresholds and KPI’s with a growth mindset.
Identify and remove manual processes
Customer Relationship Management: Through your team and your own efforts. This position will be responsible for ensuring the following duties/tasks are handled effectively and efficiently.
Provide external and internal customers with “Legendary” Account Support on all products offered by CompuCom.
Identify products/services we should offer to assist with sales growth.
Manages various reports including KPI’s/Forecasting/Sales/Open order/Monthly/Ad hoc etc.
Ensure team prepares product quotes for customers within a timely manner.
Main point of contact for all external and internal escalations
Communicates with internal teams to ensure customer expectations are met.
Monitor overall workload and adjust as needed.
Conducts new hire training, responsible for onboarding and coaching new and existing employees in all functions.
Escalation point for customers/internal teams
Resilient
Manage all escalations for designated team
Researches and resolves difficult customer service situations in a calm and efficient manner.
Functions as liaison between customer, and internal teams
Ability to understand root cause and correct throughout organization.
Skills & Qualifications:
Education: Bachelors in Business or Marketing
7 years' experience in a sales support role
10 years management experience.
Proven work experience in a sales support role
Advanced knowledge of quote to cash process
Team building and training
Achieve Sales and KPI Targets
Hands on extensive experience with CRM software and MS suite products
In-depth understanding of the sales support process
Excellent interpersonal and team management skills
Strong analytical and organizational skills
Numerical abilities and problem-solving attitude
Proficient PC related skills
Technical Competencies:
Spend analytics
Quick learner with an interest in understanding and applying various tools, home grown and known SaaS providers
Strong influencing skills and change management
Contracting
Negotiation skills
Ability to successfully manage critical projects in adherence to objectives and milestones
Ability to understand business environment, requirements, and corporate culture
Ability to handle multiple priorities simultaneously
Strong planning, organizational, managing, financial, and analytical skills
Exceptional interpersonal, motivational, and influential skills to engage business partners
Strong leadership attributes and decision making abilities
Strong customer focus with the ability to effectively communicate with all levels of the business
Wage Range :
The annual starting salary for this position is between $110,000 – $146,000 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.
Other Compensation :
This position is also eligible for incentive compensation in accordance with the terms of the applicable Company plan.
Benefits :
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
Equal Employment Opportunity : Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
CompuCom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, genetic information, sexual orientation, gender identity or expression, or any other status protected by law.