Account Management Team Lead- Northeast

Job Purpose: The role of the Team Lead is to be an advisor, coach, and mentor as well as to provide direct supervision to a team supporting designated product line(s). The Team Lead is expected to exhibit and utilize the leadership skills and characteristics to guide direct reports to expand client relationships & satisfaction. The position is responsible for managing and onboarding new hires, providing coaching, guidance, and implementation of program policy/procedures for the department, and maintaining their own customer accounts.

Location Requirement: Candidates must reside in Northeastern Territory (IL, IN, MI, OH, PA, NY, CT, DE, MA, ME, D.C., RI).

• Understand client needs and propose appropriate solutions
• Be responsible for Customer Retention for assigned accounts and ensure they are aware of and utilize enterprise products and services through regular account reviews
• Responsible for strengthening and maintaining client relationships through regular communication
• Work with AR accounts that are nearing or are past due to develop a payment plan and follow through
• Maintain a high level of customer satisfaction as measured by feedback on CSATs and Net Promoter Scores
• Facilitate training to customers as needed to include product refreshers, updates, and new installations, online or onsite as needed
• Ensure all new installations are progressing in accordance with customer expectations and timelines
• Understand and review account performance and ensure timely communication of any gap closure efforts

• Proactively manage and maintain accounts within the assigned territory
• Create and manage territory plans that deliver on all goals & objectives
• Ensure that accounts in the assigned territory are visited as required per the KPI’s
• Have an updated knowledge of territories changing grants, bills, or proposed changes that affect customer’s needs
• Work closely with Sales Team to establish regularly scheduled meetings, touchpoints, inventory audits and all other program needs
• Build and manage strong relationships with decision‑makers and key influencers within assigned territories

• Lead, coach, mentor and motivate individuals to maintain a high level of customer satisfaction as measured by feedback on CSATs and Net Promoter Scores
• Ensure that CSM maintains customer visits as required per the KPIs
• Implement initiatives designed to drive awareness and education/knowledge of our solutions & products
• Ensure all new installations are progressing in accordance with customer expectations and timelines

• Demonstrated ability to communicate, present and influence credibly at all levels of the organization, including executive and C‑level
• Ability to analyze data and reports that may range in complexity
• Ability to effectively coach and lead others
• Advanced Customer Service Skills
• High degree of problem‑solving, conflict resolution, and negotiation skills
• Excellent oral, written and presentation skills
• Ability to effectively manage time and information with minimal supervision
• Ability to work under pressure, in an energized, entrepreneurial, and fast‑paced environment with minimal supervision

• Minimum 3 years of quota‑carrying territory sales experience
• 18 months of directly related work experience focused on driving strategic sales initiatives, RFP development and response, business analytics and to resolve issues and contribute to overall enterprise success
• High proficiency in MS Office (Word, Excel, PowerPoint) with proven ability to distill complex topics to models and presentations to drive decision points

• Previous supervisory experience leading a geographically dispersed workforce
• RFP/Proposal experience
• Maturity to drive complex topics with high EQ in challenging environments
• Strong client and account management relationship‑management skills
• Ability to work well in an energized, fast‑paced, entrepreneurial, and collaborative environment
• Proficiency in Microsoft Office (Word, Excel, PowerPoint), & capable of learning new technology
• Relevant work experience in technology, corrections, or offender monitoring industry (preferred)
• Expected to…