Customer Account Manager

The Novvia Group specializes in high-quality packaging solutions and customized services, catering to domestic and international clients across diverse industries. As a national stocking distributor, Novvia operates through its dynamic family of companies. With over 40 years of exceptional customer service, Novvia has established trusted local relationships and offers a comprehensive range of containers and supplies. The company is committed to setting a new industry standard for excellence.

The Inside Account Manager (IAM) is responsible for retaining and growing a defined portfolio of Novvia Group customer accounts. Each IAM manages approximately 1,300-1,500 assigned accounts and is accountable for driving consistent engagement, increasing share of wallet, and positioning Novvia Group as the customer’s single source partner across all applicable products and services.

This role operates within Novvia Group’s centralized inside sales organization and focuses on proactive account management, cross-selling, and disciplined execution supported by CRM-based activity tracking. The role is based in the corporate offices (Franklin, TN)

• Own and manage a portfolio of approximately 1,300-1,500 assigned customer accounts.
• Ensure assigned accounts are actively purchasing from Novvia Group and growing over time.
• Proactively identify opportunities to expand product usage and increase share of wallet.
• Position Novvia Group as the preferred and primary supplier across the customer’s needs.

• Conduct a minimum of quarterly outreach to every assigned account.
• Maintain a consistent customer contact cadence aligned with portfolio size and priorities.
• Achieve approximately 100-150 customer conversations per week across the assigned account base.
• Serve as the primary point of contact for assigned customers and act as their internal advocate.

• Identify cross-selling opportunities across Novvia Group’s product and operating company portfolio.
• Initially support specific operating companies as assigned, with flexibility to support broader portfolio selling over time.
• Collaborate closely with field sales, Inside Sales Representatives, and other internal teams to expand customer relationships.

• Log all customer interactions, activities, and opportunities accurately in CRM.
• Maintain current account notes, contact records, and opportunity tracking.
• Use CRM data to prioritize outreach, identify gaps, and manage account performance.

• Respond to customer inquiries, questions, and issues in a timely and professional manner.
• Coordinate internally with Operations, Customer Service, Sales, and Finance to resolve issues and ensure customer satisfaction.
• Support quoting, order follow-up, and account-related administrative needs as required.

• High School Diploma with 2 to 3 years of B2B or B2C account management, inside sales, or customer-facing experience, or Bachelor’s degree in Business or related field.
• Demonstrated success managing a high-volume book of business.
• Strong communication, organization, and time-management skills.
• Ability to manage repetitive customer outreach with consistency and professionalism.
• Comfort using CRM systems to manage activity and account performance.
• Customer-focused mindset with a strong sense of ownership and accountability.

• Experience in packaging, distribution, manufacturing, or industrial sales environments.
• Experience supporting multiple product lines or business units.
• Familiarity with cross-selling or portfolio-based sales models.

The Inside Account Manager plays a critical role in retaining and expanding Novvia Group’s customer base. By owning a large portfolio of accounts, maintaining disciplined customer engagement, and driving increased adoption of Novvia Group’s offerings, IAMs help ensure long-term customer loyalty, revenue growth, and scalable commercial execution across the platform.