WHAT IS AN ACCOUNT OPERATIONS MANAGER ?
The Account Operations Manager's primary role involves fostering and enhancing positive interactions with both new and existing accounts, ensuring the optimization of revenue streams. This individual will focus on ensuring customer satisfaction throughout all sales processes. Responsibilities include servicing designated accounts and stakeholders, promoting parts sales, nurturing relationships, understanding team dynamics and requirements, and devising strategies that boost revenue generation.
Need-to-Know Overview of an Account Operations Manager
1. Account Operations Manager Duties and Responsibilities
- Demonstrate knowledge of core offerings and how they can meet customers’ needs
- Regular customer presentation rehearsal for Sales and Marketing (core business, needs, staff roles, opportunities to grow, etc.)
- Identify new customers from various resources
- Qualify customers by type and function (sales, service, end user, etc.) and identify customers’ buying personnel and note in CRM
- Attend tradeshows to meet customers, represent Lamwork, acquire new leads
- Visit customers in their facility; invite customers to visit IMES facility
- Maintain excellent customer service and adhere to Lamwork Customer Experience guidelines
- Support other Account Reps as needed to aid workflow and maintain excellent customer service
- Learn and contribute to Lamwork’s sourcing model to better serve customer’s needs
- Interface with Marketing to create and fulfill customer appreciation efforts
2. Account Operations Manager Requirements and Qualifications
- Enter and manage 90% (minimum) of own sales activities, notes, customer data, and opportunities in CRM
- Minimum of 45 Outbound dials a day
- Participate in rotation of after-hours on-call duty
- Respond to and follow up with incoming parts requests and leads according to RHC protocols (EXAMPLES: Acknowledge request within 30 minutes, submit quote within 1 hour, follow up within 30 minutes of parts delivery)
- Participate in periodic reviews of performance, data entry, activity
- Meet or exceed quarterly revenue quotas
- Meet or exceed periodic activity quotas (EXAMPLES: Call-outs, customer visits, tradeshow attendance, data entry)
- Bachelor’s degree or 3-5 years of relevant work experience