Director, Account Management & Customer Experience

KDV Label Co.; Waukesha (WI); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Medical, Vision, Dental insurance

401(k) + matching

Paid time off + holidays

Employee assistance program

Health savings account

Company Paid Life insurance

Job summary

KDV Label Co. is seeking a Director of Account Management to lead a high-performing team across locations, focusing on delivering world-class customer experiences. You will set standards, optimize processes, and partner with Sales and Operations to support profitable growth.

The role emphasizes ERP/CRM effectiveness, data-driven decisions, and scalable workflows while building a culture of accountability and development. Strong leadership is essential.

Qualifications

• Passion for customer service and operational excellence.
• Demonstrated ability to improve processes, implement systems, and lead operational initiatives.
• Experience with workflow automation and data-driven decision making.

Responsibilities

• Lead the Account Management team with clear roles, expectations, and service standards.
• Establish operating model and standards for Account Management across locations.
• Develop scalable workflows, SOPs, and tools to improve efficiency and customer experience.
• Champion ERP, CRM, automation, and data usage within Account Management.
• Identify recurring friction points and lead cross-functional improvements to address root causes.
• Monitor KPIs related to responsiveness, execution, and customer satisfaction.
• Develop Senior Account Manager role as daily leadership layer.
• Provide training, onboarding, and professional development for Account Management staff.
• Lead change management for new systems and programs.
• Partner with Sales to support retention and growth opportunities.

Skills

Leadership

Process improvement

ERP/CRM

Workflow automation

Cross-functional collaboration

Data analytics

Communication

Education

Bachelor’s degree in Business/Operations/Supply Chain

Manufacturing experience preferred

Tools

ERP

CRM

Job description

KDV Label Co. is seeking a Director of Account Management to lead a high-performing team across locations, focusing on delivering world-class customer experiences. You will set standards, optimize processes, and partner with Sales and Operations to support profitable growth.

The role emphasizes ERP/CRM effectiveness, data-driven decisions, and scalable workflows while building a culture of accountability and development. Strong leadership is essential.