Director, Account Support Representatives

Compucom; United States; On-site; USD 110,000 - 146,000; Full time

Job summary

Compucom is seeking a Director of Account Support Representatives to oversee sales support processes and team management. The role entails ensuring customer satisfaction through effective communication, leadership, and continuous development of team members. Successful candidates will possess extensive relevant experience and strong leadership ability.

Benefits

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Qualifications

• 7 years' experience in a sales support role.
• 10 years management experience.
• Advanced knowledge of quote to cash process.

Responsibilities

• Lead, mentor, and manage a team of Account Support professionals.
• Ensure team prepares product quotes for customers in a timely manner.
• Manage all escalations for designated team.

Skills

Leadership

Communication

Analytical Skills

Organizational Skills

Customer Focus

Education

Bachelors in Business or Marketing

Tools

CRM software

MS suite products

Job description

Director, Account Support Representatives

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Director, Account Support Representatives

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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.

Expiration Date

This posting is anticipated to remain open until June 4, 2025

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.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

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