Regional Manager of Account Management - Tyndale

Overview

Tyndale, a privately held, family-owned and certified woman-owned (WBE) business is an industry leading national supplier of arc-rated flame resistant (FR) clothing to the utilities, oil and gas, transportation, chemical manufacturing, molten metals, and NFPA 70E markets. We’re the leading distributor of innovative FRC solutions, and the largest industrial supplier of Carhartt FR, Ariat FR, and Wrangler FR clothing. We partner with 50 Fortune 500 customers, and we’re not done yet! We’re excited to announce the addition of a new Regional Manager within our Client Services team.

The addition of a new Regional Manager to lead a team of high performing Account Managers will provide leadership, support, and training & development, and will direct process enhancement to meet and exceed the expectations of our customers. This Regional Manager will ensure that Tyndale is providing excellent and timely service and is organically growing our revenue within the assigned territory.

HYBRID/REMOTE: Tyndale supports a strong work-life balance. This Regional Manager will work 2 days a week onsite, and 3 days a week remotely. To be considered, candidates must reside within a commutable distance from Tyndale's Headquarters in Pipersville, PA or Tyndale's Distribution Center in North Houston, TX (Harris County) for onsite work.

Responsibilities

• Scale best practices across territory and bring to the table new ideas and methodologies to prioritize the work of our Account Management force, both in their day-to-day, as well as with an outlook for medium and long term by coming up with models and principles that will allow AM’s to focus on account retention and long-term customer satisfaction;
• Provide leadership and as-needed training specific to the needs of the Account Managers, including system or technical training, product knowledge, verbal and email communication, interdepartmental communication and conflict resolution, and soft-sell training techniques; 
• Build and maintain a solid working relationship with the other Region’s managers to share best practices and to improve customer retention and satisfaction for all accounts;
• Collaborate and closely partner with Sales, Marketing, and Operations Teams to ensure integration and implementation of projects and initiatives that achieve the business objectives to enhance customer satisfaction, optimize profitability, and develop long-term customer loyalty;
• Responsible for resolving or helping to resolve complex issues that are escalated to Account Managers or from a customer directly with the goal of resolving issues quickly.  Coordinate with management and other departments as needed to help resolve open issues;
• Oversee all significant ($200K+ annual revenue) new account implementations within territory;
• Perform regular assessments of client data to understand objectives, meet needs, and resolve challenges;
• Establish metrics by which to track the day-to-day performance and progress of the Account Management Team;
• Perform other tasks and projects as assigned.

Qualifications

• 3+ years’ experience managing a mid-sized customer support team in a medium to large business environment required or 2 years of Tyndale experience in an Account Manager role as an Exceptional Contributor;
• 2+ years’ experience in a direct sales or customer service-related environment required. 
• Bachelor’s Degree preferred, equivalent related experience required.
• Proven ability to build rapport with internal and external customers.
• Strong leadership skills with the ability to provide effective guidance, training, coaching, and daily supervision to staff.
• Proficient in engaging multiple teams through communication, processes, personal impact and influence.
• Excellent verbal and written communication skills;
• Strong analytical and proactive problem-solving skills.
• Proficiency in MS Office applications;
• Advanced user of Microsoft Excel – able to create pivot tables, V and H- lookups, Data sort and Filtering
• Ability to understand and explain information of a technical nature;
• Ability to travel as needed, both nationally and regionally via air and car up to 30% of the time
• Current valid driver’s license required.