Account Manager

6 months ago


St Catharines, Canada Duratherm Full time

Duratherm Canada is an industry leader specializing in heat-transfer fluid technologies. We are currently searching for an **Account Manager** to work in our St. Catharines office.

**Role Overview**

The **Account Manager **is responsible for fostering and maintaining strong, long-term relationships with our large number of domestic and international manufacturing customers through consistent and proactive communication. Unlike traditional account managers who often prioritize aggressive sales tactics and extensive business development, our Account Manager is focused on customer service, support and technical and consultative sales with a thoughtful and strategic approach.

In this role, you'll be our customers' primary point of contact, ensuring their satisfaction and addressing any concerns or needs that they may have. Our service model tends to be transactional—we are proactive in our approach, but customers typically engage with us when they encounter a problem or need to replenish their supplies. Your task will be to anticipate needs and keep the connections active to encourage long-term relationships.

As the main point of contact, you will fully manage all activities related to current customers, such as:

- Conduct regular check-ins and proactively address any concerns or needs
- Develop a deep understanding of each customer's business, operations, and requirements.
- Provide information about our products and services, troubleshoot issues, and offer support as needed.
- Maintain consistent, open lines of communication to keep customers informed and engaged.
- Proactively identify potential issues and opportunities within customer accounts.
- Collaborate with internal teams to develop solutions and implement action plans that address customer needs.
- Monitor customer satisfaction and feedback to improve service delivery continuously.
- Prepare and deliver accurate quotes and facilitate order processing in a timely manner.
- Coordinate with logistics and production teams to ensure smooth order fulfillment.
- Track order status and provide customers with regular updates.
- Manage service tickets, ensuring timely resolution of customer issues.
- Oversee the sample analysis program, coordinating with the technical team to provide customers with precise and actionable insights.
- Support the sales team by identifying upsell and cross-sell opportunities within existing accounts.
- Collaborate with the sales team to develop tailored customer communication strategies.
- Partner with Management to relay customer feedback and influence product enhancements.
- Maintain awareness and knowledge of competitors’ products and strategies.
- Provide input on product, service, or sales improvements to better suit customer needs or address trends.
- Manage tasks in CRM, keeping information about customer accounts up to date.
- Assist with gathering, interpreting, and reporting sales and customer data.

**Qualifications**:

- Completed Bachelor's degree or diploma in Business or Communications, or equivalent experience.
- At least 3 years of experience in technical sales and complex B2B customer service and sales.
- Experience building relationships with customers of various sizes and sales volumes, from small projects to larger, more complex ones.
- Comfort in communicating with individuals at various levels within an organization.
- Capacity to think critically, make connections, and work through ambiguity.
- Strong problem-solving skills and common sense, with the ability to devise strategic approaches.
- High degree of organization and self-discipline to manage energy and time.
- Proficiency in common computer software and CRM systems at an intermediate to advanced level. Ability to leverage these tools to streamline tasks and enhance productivity.

**A Bit About Us**

We are passionate about finding solutions for our customers, and we take pride in the level of service we provide for our mission-critical products. We are looking for an experienced customer service professional to take care of our most important assets, our customers.

**What We Offer**
- Competitive wages and employee benefits.
- 9-5 weekday shifts, ensuring your weekends are free, plus generous vacation time and paid holidays.
- Room to grow and learn if you have the ambition to blaze your own trail.

If any of the above sounds interesting, we want to hear from you

**If you want to stand out, we encourage you to include a cover letter letting us know why you’d be a great fit.**

Pay: $50,000.00-$60,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- Vision care

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- B2B account management: 3 years (preferred)
- technical sales or service (manufacturing or related): 2 years (preferred)

Work Location: In person



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