Manager, Key Accounts Customer Support
Resilient Structures, Houston, TX, United States
About The Role
We're looking for a driven and detail-oriented Key Accounts Customer Support Lead to oversee critical customer processes and lead a high-performing support team. This role plays a key part in managing quotations, sales orders, and customer contracts while ensuring exceptional service for our most strategic accounts.
What You’ll Do
Lead end-to-end Quotation and Sales Order (SO) processes for assigned key accounts
Support the creation, review, and maintenance of customer contracts, agreements, and pricing
Partner with the Outside Sales team to support customer needs and account growth
Key Account Responsibilities
Lead end-to-end Quotation and Sales Order (SO) processes for assigned key accounts
Support the creation, review, and maintenance of customer contracts, agreements, and pricing
Partner with the Outside Sales team to support customer needs and account growth
Leadership & Team Management
Lead, coach, and develop the Key Accounts Customer Support team
Provide ongoing training, guidance, and performance feedback
Foster a high-performance culture focused on accountability, growth, and customer excellence
Operational Oversight
Review and approve quotations, price lists, and sales orders for accuracy
Oversee preparation and submission of customer bids and documentation packages
Ensure all contractual requirements and customer expectations are consistently met
Contracts & Pricing Management
Track key contract milestones and initiate pricing and agreement reviews
Maintain and oversee customer-specific price lists
Coordinate cross-functionally to gather required documentation and ensure timely deliverables
Quality & Performance
Manage and resolve corrective actions and communicate findings when needed
Monitor and report on Key Performance Indicators (KPIs)
Conduct regular performance reviews and support team development initiatives
Customer & Cross-Functional Collaboration
Serve as a key point of contact to resolve customer inquiries and issues
Build and maintain strong, long-term customer relationships
Collaborate with internal teams to align priorities and drive results
Data & Systems Management
Ensure accuracy and integrity of all customer and transactional data
Maintain records across systems such as ERP, CRM, and document management tools
Support continuous improvement of systems, processes, and workflows
What You Bring
Bachelor's degree or 2-year diploma
5+ years of experience in customer support or account management
Experience with ERP, CRM, or PDM systems
Strong Microsoft Office skills (Excel, Word, Outlook, PowerPoint)
Core Skills
Leadership and team development
Strong communication (written & verbal)
Organization and ability to manage competing priorities
Attention to detail and problem-solving mindset
Ability to thrive in a fast-paced environment
Working Environment
Flexible work setup (remote and/or office)
Fast-paced, collaborative environment
Extended periods of computer-based work
What We Offer
Competitive salary + performance incentives
Comprehensive medical, dental, and vision coverage
Retirement savings plan with company contributions
Employer-paid life and disability insurance
Paid time off + Employee Assistance Program
Career growth within a global organization
Why Join Us? At RS, you'll play a critical role in supporting key customer relationships and driving operational excellence. You'll work alongside a strong, collaborative team while contributing to solutions that help build more reliable infrastructure for communities around the world.
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What You’ll Do
Lead end-to-end Quotation and Sales Order (SO) processes for assigned key accounts
Support the creation, review, and maintenance of customer contracts, agreements, and pricing
Partner with the Outside Sales team to support customer needs and account growth
Key Account Responsibilities
Lead end-to-end Quotation and Sales Order (SO) processes for assigned key accounts
Support the creation, review, and maintenance of customer contracts, agreements, and pricing
Partner with the Outside Sales team to support customer needs and account growth
Leadership & Team Management
Lead, coach, and develop the Key Accounts Customer Support team
Provide ongoing training, guidance, and performance feedback
Foster a high-performance culture focused on accountability, growth, and customer excellence
Operational Oversight
Review and approve quotations, price lists, and sales orders for accuracy
Oversee preparation and submission of customer bids and documentation packages
Ensure all contractual requirements and customer expectations are consistently met
Contracts & Pricing Management
Track key contract milestones and initiate pricing and agreement reviews
Maintain and oversee customer-specific price lists
Coordinate cross-functionally to gather required documentation and ensure timely deliverables
Quality & Performance
Manage and resolve corrective actions and communicate findings when needed
Monitor and report on Key Performance Indicators (KPIs)
Conduct regular performance reviews and support team development initiatives
Customer & Cross-Functional Collaboration
Serve as a key point of contact to resolve customer inquiries and issues
Build and maintain strong, long-term customer relationships
Collaborate with internal teams to align priorities and drive results
Data & Systems Management
Ensure accuracy and integrity of all customer and transactional data
Maintain records across systems such as ERP, CRM, and document management tools
Support continuous improvement of systems, processes, and workflows
What You Bring
Bachelor's degree or 2-year diploma
5+ years of experience in customer support or account management
Experience with ERP, CRM, or PDM systems
Strong Microsoft Office skills (Excel, Word, Outlook, PowerPoint)
Core Skills
Leadership and team development
Strong communication (written & verbal)
Organization and ability to manage competing priorities
Attention to detail and problem-solving mindset
Ability to thrive in a fast-paced environment
Working Environment
Flexible work setup (remote and/or office)
Fast-paced, collaborative environment
Extended periods of computer-based work
What We Offer
Competitive salary + performance incentives
Comprehensive medical, dental, and vision coverage
Retirement savings plan with company contributions
Employer-paid life and disability insurance
Paid time off + Employee Assistance Program
Career growth within a global organization
Why Join Us? At RS, you'll play a critical role in supporting key customer relationships and driving operational excellence. You'll work alongside a strong, collaborative team while contributing to solutions that help build more reliable infrastructure for communities around the world.
#J-18808-Ljbffr