Under the general direction of the VP/GM of Wireless, the Director of Account Management is responsible for the day-to-day tactical management of key customer partnerships as well as certain new account pursuits. The individual will maintain customer satisfaction by understanding customer requirements, expectations, and key performance metrics, and ensure proper execution in service delivery of those requirements. A key element of success in this role is the individual’s proactive communication to customers about how Clover is bringing them value or could bring value in order to drive customer confidence in Clover, and thus increased market share. The individual will work collaboratively with Clover’s production facility in Mexico to understand the nuances associated with each customer’s requirements and deliverables, and will drive initiatives to maintain/improve the success of the account. The successful individual will demonstrate a balanced approach to problem solving and problem avoidance while maintaining a customer-first orientation.
ESSENTIAL FUNCTIONS: 1. Tracking daily/weekly/monthly production and ability to meet customer production commitments. Communicate risks, tradeoffs, or upside internally and to customer. 2. Host customer meetings. Ensure all materials are professionally completed on-time. 3. Track quality defects and partner with Clover & customer Quality & engineering personnel to proactively develop strategies to resolve quality issues and drive quality improvement initiatives. 4. Create intuitive reports which help to proactively gain mindshare and commitment across various departments at Clover in order to address customer issues before they become serious. 5. Work with Clover’s program managers and operations team to effectively identify, quantify, prioritize and address customer issues to the delight of Clover’s customers. 6. Periodically collect, verify, and submit quarterly/bi-annual/annual customer surveys & reports. 7. Provide accurate customer forecasts and support Clover planners with planning, sometimes negotiating with customers for revisions. 8. Track procedural (production, and quality) changes and communicate them to customers. 9. Track Inventory positions and partner with ops team to ensure Turn-Around-Time & Yield requirements are being achieved. 10. Develop weekly meeting materials and metric overviews for weekly ops calls with customer. 11. Engage with planning department and with program management to optimize requested quantities of inbound shipments, balancing capacity, demand, and inventory. 12. Support New Product Introduction team by providing industry and customer information on new product launches. Obtain sample devices and TAT exclusions for NPI duration. 13. Provide insightful customer information to leadership about strategic shifts, opportunities, risks. 14. Continuously position Clover Wireless as the go-to partner to support new customer opportunities, either core to our business or in new areas. Provide and execute pursuit plans to capture new business, in collaboration with, and in support of account sales VPs. 15. Regularly spend time in-person with customers to deliver updates and best-practices, thus strengthening tactical relationships. 16. Oversee trials where Clover is given the opportunity to demonstrate capabilities. Ensure success by “owning” the process. 17. Ensure Customer Requirements document is up-to-date and properly understood. Track and drive implementation of requirements.
1. Travel to Mexicali, Mexico factory. 2. Travel to customer locations in DFW (primarily) and throughout the US as required.
QUALIFICATIONS / SKILLS: • Bachelor’s Degree required. Engineering degree helpful. • Demonstrable track record of success in account management. • Proficient in MS Office, with special emphasis on PowerPoint and Excel. • Experience in the wireless or electronics industries as well as experience with reverse logistics/manufacturing are preferred, but not required. • Ability to work well with people, including the ability assimilate and gain trust in a diverse cultural environment. • Highly accountable in all areas of responsibility. Will take an ownership approach, while balancing team dynamics. • While focusing on customer needs, always do so with a balanced approach to “protect the factory.” • Seasoned customer communication skills. Ability to self-edit in customer discussions. • Ability to effectively interact with executives internally and within customer. • Personal characteristic defined by “solutions” and “detail” orientations. • Strong time management skills. Ability to operate regularly in a multi-task environment. • Optimistic demeanor with the ability to remain motivated during challenging times. • Spanish language proficiency helpful but not required.