Account Manager

Summary of Position

The Account Manager serves as the primary relationship manager and commercial liaison between SmartSolve and its customers. This role owns the customer experience from order initiation to delivery, ensuring exceptional service, communication, and problem resolution. Beyond day-to-day order management, the Account Manager proactively supports business growth by identifying upsell and cross-sell opportunities, strengthening customer partnerships, and collaborating closely with the sales and operations teams to meet or exceed revenue and service goals.

This role is strategic, proactive, and anticipatory - ensuring operational excellence while contributing to customer retention and growth initiatives in alignment with company objectives.

Essential Duties and Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned accounts, fostering long-term, trust-based relationships.
• Respond promptly and professionally to customer inquiries, price and product questions, and complaints.
• Maintain regular communication with customers and internal teams to ensure order accuracy and satisfaction.
• Document all customer interactions, issues, and resolutions to ensure transparency and consistency.

Order and Project Management

• Oversee the entire order lifecycle - from purchase order receipt through fulfillment and delivery.
• Coordinate with internal teams (customer service, production, supply chain, warehouse, and finance) to ensure on-time and accurate order processing.
• Communicate proactively about order status, delays, backorders, or changes.
• Manage reorders, change orders, credits, and redo requests efficiently.
• Track and expedite rush orders as needed to meet customer timelines.

Sales and Revenue Support

• Collaborate with the Sr. Director of Sales and Marketing to identify and pursue account growth opportunities.
• Support pricing reviews, quoting, and margin analysis for assigned customers.
• Contribute to the development of sales strategies and participate in customer business reviews.
• Work with sales leadership to resolve pricing discrepancies and ensure consistent application of terms.
• Participate in forecasting and sales planning activities as required.

Quality and Process Excellence

• Participate in the maintenance and improvement of Quality Management System (QMS) processes.
• Ensure corrective and preventive actions are documented and implemented following audits or complaints.
• Support continuous improvement initiatives related to customer experience, documentation, and order fulfillment efficiency.

Collaboration and Cross-Functional Partnership

• Partner with operations, marketing, and finance to streamline communication and execution.
• Actively contribute to internal meetings, bringing insights from customer interactions to help shape strategy and process improvements.
• Maintain a high “say-to-do” ratio and a culture of accountability and responsiveness.

Other Responsibilities

• Support special projects or assignments from the Sr. Director of Sales and Marketing.
• Participate in training, process development, and documentation improvement as needed.
• Represent the company professionally in all external and internal communications.
• Some travel required in visiting top accounts to maintain personal relationships and excellence in our understanding of an account.

Knowledge, Skills, and Abilities

• Strong interpersonal and communication skills — able to build rapport and trust with customers and colleagues alike.
• Demonstrated ability to manage multiple priorities while maintaining attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook); ERP/CRM experience preferred (Microsoft Dynamic Business Central and HubSpot).
• Strong organizational and follow-up skills with a commitment to accuracy and accountability.
• Self-motivated and resourceful, capable of independent problem-solving.
• Agility to work effectively across operations, sales, and leadership functions.
• Ability to maintain confidentiality of sensitive business and customer information.
• Availability to work on-site, 8:30 a.m. – 5:00 p.m. EST.

Training and Experience

• Bachelor’s degree in Business, Marketing, or related field required.
• 2 - 4 years of experience in account management, sales support, or customer-facing B2B roles (packaging or manufacturing industry preferred).
• Demonstrated success in managing complex customer accounts and coordinating cross-functional efforts.

Physical Requirements

• Frequent use of computer, phone, and other office tools.
• Talking, hearing, and repetitive motion required.
• Sedentary work: exerting up to 10 lbs of force occasionally and/or negligible force frequently to move objects.
• Visual acuity to assess accuracy, neatness, and completeness of work.