Strategic Accounts & Customer Service Leader

STEEL CRAFT; Hartford (CT); On-site; USD 90,000 - 140,000; Full time

Job summary

STEEL CRAFT is seeking a Customer Service Manager to lead the service function and guide strategic account growth across local offices. You will develop account strategies, mentor the service team, and ensure high client satisfaction and retention.

The role emphasizes leadership, negotiation, and cross-functional collaboration with sales and operations to expand revenue and improve service delivery. Travel may be required.

Qualifications

• Bachelor's degree in Business Administration, Marketing or related field.
• Minimum 10+ years of experience in customer service, account management, sales or business development.
• Strong negotiation skills with a track record of managing large accounts.

Responsibilities

• Lead, coach, and develop the customer service team to deliver exceptional client support and meet performance targets.
• Establish service standards, processes, and training to ensure consistent, high-quality customer interactions.
• Monitor team performance through KPIs and provide ongoing feedback and professional development.
• Serve as senior-level point of contact for key strategic clients and oversee account planning and engagement.
• Drive revenue opportunities through cross-selling, upselling, and contract renewals.

Skills

Strategic thinking

Leadership

Negotiation

Communication

Account management

Education

Bachelor's degree

Tools

Epicor ERP

CRM software

Microsoft Office

Job description

STEEL CRAFT is seeking a Customer Service Manager to lead the service function and guide strategic account growth across local offices. You will develop account strategies, mentor the service team, and ensure high client satisfaction and retention.

The role emphasizes leadership, negotiation, and cross-functional collaboration with sales and operations to expand revenue and improve service delivery. Travel may be required.