Key Account Team Lead — Customer Success & Growth (On-Site)

Pay.Com; Wilkes-Barre (Luzerne County); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Clopay National Accounts, a division of Clopay Corporation, seeks a Key Account Team Lead in Wilkes-Barre, PA. This in-person role leads a team handling critical CNA client service calls, dispatch, quotes, and project management, ensuring top‑tier customer satisfaction and strong performance metrics.

The ideal candidate will coach and develop associates, manage staffing, and collaborate with the service department to drive continuous improvement across the organization.

Qualifications

• Two to Four years of management experience.
• Four year college degree preferred.
• Coaching skills.
• Self-motivated and able to work with minimal supervision.
• Excellent computer skills.
• Outstanding customer service skills.

Responsibilities

• Lead and develop an effective Key Account Team and drive productivity and quality targets.
• Improve customer support skills through coaching based on monitored calls and metrics.
• Identify and resolve all disciplinary and performance issues within the team.
• Conduct semi‑annual reviews and monthly one‑on‑one meetings with each associate.
• Work with Service Department Supervisor to identify trends for continuous improvement.
• Manage staffing levels in response to changes in work volume.
• Approve worked hours and benefit time following payroll processes.
• Participate in weekly ideas meetings.

Skills

Management experience

Coaching

Self-motivated

Customer service

Team leadership

Computer skills

Education

Bachelor's degree preferred

Job description

Clopay National Accounts, a division of Clopay Corporation, seeks a Key Account Team Lead in Wilkes-Barre, PA. This in-person role leads a team handling critical CNA client service calls, dispatch, quotes, and project management, ensuring top‑tier customer satisfaction and strong performance metrics.

The ideal candidate will coach and develop associates, manage staffing, and collaborate with the service department to drive continuous improvement across the organization.