Manager Water (Project Manager Leader)

The Account Management Leader will guide the Account Management team to ensure the delivery of exceptional service, client satisfaction, and long-term partnerships. This role involves managing a high-performing team, overseeing client relationships, and working closely with cross-functional teams to meet or exceed the assigned annual budget. The ideal candidate will possess strong leadership skills, a strategic mindset, and a proven track record in account management and client services.

• Team Leadership & Development:
  • Lead and mentor a team of account managers, providing guidance, training, and performance management.
  • Foster a culture of collaboration, accountability, and continuous improvement within the team.
  • Conduct regular performance evaluations and provide constructive feedback to ensure team success and personal development.
• Business Results:
  • Implement strategies to meet or exceed annual budget
  • Ensure that customer certification projects are delivered accurately and within established turn around times to drive customer satisfaction and retention
• Client Relationship Management:
  • Understand clients' business objectives, challenges, and opportunities to deliver tailored solutions and strategic value.
  • Lead strategic account planning sessions to ensure the achievement of client goals and alignment with the company's offerings.
• Revenue Growth & Retention:
  • Drive account growth through upselling, cross-selling, and identifying new business opportunities within existing accounts.
  • Develop and execute strategies to improve client retention, minimize churn, and increase customer lifetime value.
  • Represent NSF by attending industry trade show events, association events, government agency meetings, etc.
• Operational Excellence:
  • Oversee the day-to-day activities of the account management team, ensuring smooth execution of client deliverables and service expectations.
  • Develop and track KPIs to measure client satisfaction, account performance, and team productivity.
  • Address and resolve client escalations in a timely and professional manner.
• Collaboration & Cross-Functional Engagement:
  • Partner with internal teams to ensure a seamless client experience and the successful implementation of projects.
  • Act as the voice of the client within the organization, providing valuable insights into customer needs, feedback, and industry trends.
• Strategic Reporting & Insights:
  • Prepare and present regular reports on account performance, growth opportunities, and market dynamics to senior leadership.
  • Provide actionable insights and recommendations based on client data and feedback to drive long-term success.

#LI-CB1

• Education: Bachelor’s degree in Business, Marketing, or related field (or equivalent work experience).
• Experience: 5+ years of experience in account management, client services, or related fields
• Proven experience in leading teams directly or indirectly, focusing on people or process leadership.
• Strong understanding of sales processes, customer relationship management, and service delivery.

Skills & Competencies:

• Exceptional leadership, team-building, and interpersonal skills.
• Strategic thinker with the ability to translate client needs into actionable plans.
• Excellent communication skills, both written and verbal, with the ability to present to senior executives.
• Strong problem-solving skills and ability to manage client escalations effectively.
• Proficient in CRM systems and account management tools (e.g., Salesforce, HubSpot).

Other Requirements:

• Ability to travel occasionally (if applicable).
• Self-motivated, results-driven, and able to work in a fast-paced environment.
• Ability to work hybrid out of Ann Arbor

Preferred qualifications:

• 3+ years demonstrated experience in successfully leading teams
• 5+ years of direct industry experience (i.e. TIC industry, etc.)