Account Support Team Manager

UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology—whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape.

This is a full-time remote position; however, you must reside in one of the following states:  AK, FL, GA, NC, SC, OK, TN, TX, MO, VA

Account Support Team Manager

The Account Support Team Manager will be responsible for leading and developing the Account Support Team to achieve the company's sales goals. This role involves overseeing daily operations, setting clear objectives, enhancing team capabilities, improving customer experience, streamlining processes, and fostering strong relationships with account managers. The manager will also handle performance measurements, budget management, and stay updated on industry trends. 

Responsibilities: 

• Goal Setting: Define clear annual objectives for the Account Support Team and continuously update the plan as progress is made. 
• Team Development: Assess the current skill set and competencies of team members, create personalized development plans, schedule specific training, and provide ongoing coaching to improve performance and productivity. 
• Enhanced Customer Experience: Conduct a comprehensive analysis of the customer journey, identify areas for improvement, implement measures to enhance customer satisfaction and loyalty, and gather customer feedback regularly to drive process improvements. 
• Process Improvement: Review and enhance existing processes and workflows to increase efficiency, implement tools and technologies to automate repetitive tasks, and foster a culture of continuous improvement within the team. 
• Field Account Manager Interaction: Build strong relationships with field account managers, engage in regular communication to understand their requirements, align support strategies, and collaborate with stakeholders to develop joint initiatives that drive customer success. 
• Performance Measurement and Reporting: Implement a robust performance measurement system to track team and individual performance, regularly review and analyze data to identify trends, areas of improvement, and success stories. 
• Budget Management: Identify cost-saving opportunities without compromising the quality of support service. 
• Daily Operations: Oversee daily operations of the Account Support team and E-Store, ensuring smooth processes and exceptional customer service.
• Order Issues Resolution: Ensure SLAs on order issues are met, providing timely and effective resolutions.
• Collaboration: Collaborate with other departments, including Sales, Sales Operations, Marketing, and IT, to ensure seamless customer experiences.
• Report Preparation: Prepare and present regular reports on team performance and customer satisfaction metrics.

Qualifications: 

• Bachelor's degree in business administration, Management, or a related field. 
• Proven experience in an IT Sales support role, preferably in an e-commerce environment. 
• Strong leadership and team management skills. 
• Excellent communication and interpersonal abilities. 
• Ability to analyze data and make informed decisions.
• Proficiency in CRM software and other customer support tools.
• Strong problem-solving skills and the ability to handle high-pressure situations.
• Knowledge of e-commerce platforms and operations is a plus

What UDT offers you 

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to the organization. UDT’s Total Rewards package includes medical, dental, vision, life and disability coverage as of the 1st of the month, health savings accounts, flexible savings accounts, 401(k) plan with company match, 7 annual holidays and unlimited paid time off.

Join us and be part of an inclusive, energizing, and collaborative environment.  UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity