Centralized National Account Manager

Premier Farnell Plc Richfield , OH 44286

Posted 2 months ago

Responsible for the management & leadership of the Centralized National Account Team. Focus on the development & continuous improvement of CNA specialists and processes, with intent to grow sales & profit within the National Account customer base. Results achieved through coaching, training and extensive partnership with the NAM's, GSM's, Suppliers and National Customers. Position has a large impact on Sales Operations through people management, quality standards responsibilities, and modeling of Organization's Leadership Standards.

Responsibilities:

  • Leadership, coaching and training of CNAS team

  • Sales and profit growth

  • Effective teaming across sales and corporate organization through partnering and networking with NAMs, GSMs & SOMs

  • Establishing & leveraging key customer relationships

  • Strategic plans, goals and accountability required for staff performance

  • Accountable for sales and profit growth within centralized National account set

  • Monitor customer experience through Verint call recording platform to improve quality

  • Accountable for targeting resources to maximize sales and profit

  • Accurate data capture

  • Communication Across All Channels

  • eTime Maintenance/ Schedule Adherence

  • Ensuring Optimal Customer Experience

  • Career growth and satisfaction of staff/direct reports

  • Internal and external customer satisfaction through issue resolution and follow through.

  • Operational excellence

  • Process improvement & Process Documentation

  • Manage performance and attract, retain and develop talent to ensure optimal performance and growth within the team

Key Challenges:

  • Developing a productive and complementary relationship with shared services & sales partners.

  • Communicate and collaborate with shared services & sales teams on strategies.

  • Helping the team produce consistent and excellent operational & sales results

  • Develop relationships with key members of the organization & customer base

  • Existing Systems

  • Organization & Time Management

  • Navigating a Matrix Organization with broadening accountability

  • Defining Changing role

  • Staffing

  • Team motivation

  • Effective communication with Staff/Managers/Director

  • Managing Customer Expectations

Requirements:

  • Bachelor's degree preferred

  • 3 + years related sales & customer service experience

  • 3+ years of demonstrated management capabilities

  • Able to coordinate efforts with NAM & GSM team for optimal account targeting

  • Contact Center experience preferred

  • Leadership capabilities including developing others, leading others, learning and understanding, team building and coaching skills

  • Strong analytical and communication skills

  • Proficient understanding of e-commerce & customer service

  • Proficient understanding of DFAR ,AS9120 & related quality certifications associated to Mil Aero and National Accounts

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Centralized National Account Manager

Premier Farnell Plc