POSITION SUMMARY
The Customer Account Supervisor (CAS) is responsible for leading day-to-day execution of the Customer Account Management (CAM) team by supporting renewal and retention performance, coaching CAMs, monitoring activity and KPI adherence, and escalating renewal risks or customer issues as needed. This role supports the Director of Inside Sales in executing the customer renewal and retention strategy, maintaining proactive customer outreach, and ensuring consistent team performance.
RESPONSIBILITIES
- Develop and execute customer renewal and retention strategies designed to maximize customer retention, and achieve existing-customer revenue objectives.
- Establish renewal, retention, customer outreach, and performance expectations for CAMs to ensure proactive customer engagement throughout the renewal lifecycle.
- Monitor and analyze key performance indicators, including renewal rates, retention rates, customer attrition, customer engagement, close rates, and existing-customer revenue performance.
- Evaluate individual and team performance, provide ongoing feedback, and hold CAMs accountable to established performance expectations and business objectives.
- Coach and develop CAMs on renewal strategy, retention techniques, customer engagement, objection handling, solution positioning, and appropriate account-growth opportunities.
- Oversee renewal pipeline health and identify customers at risk of non-renewal and develop appropriate retention strategies, escalation paths, and customer recovery efforts.
- Identify and support incremental sales opportunities within existing customer accounts while ensuring renewal and retention activities remain the team's primary focus.
- Evaluate customer and renewal trends to identify common drivers of customer attrition, customer dissatisfaction, and renewal success, and recommend opportunities for improvement.
- Partner with leadership and Human Resources as necessary to support employee development, performance management, and personnel decisions.
- Partner cross-functionally with internal departments to resolve barriers impacting customer satisfaction, retention, renewal completion, or existing-account growth.
EDUCATION/EXPERIENCE REQUIRED
- Associate degree in Automotive Technology, Business Administration, or related field preferred.
- Experience in diagnostic tools or similar industry highly preferred.
- Excellent written and verbal communication skills.
- Proficiency with CRM platforms; HubSpot experience preferred.
- Demonstrated ability to lead, coach, and develop a high-performing sales team.
- Strong organizational skills with a problem-solving attitude
- Availability to travel as needed.
ADDITIONAL SKILLS AND ELIGIBILITY REQUIREMENTS
- Accurately communicate information to our customers, sales teams, and internal departments.
- Ability to meet deadlines for communicating information to customers, sales teams, and internal departments.
- Self-motivated with the ability to work with minimal supervision and prioritize responsibilities.
- Ability to interact with various personality types.
- Ability to work in a fast-paced environment with quickly changing priorities.
- Actively takes part in continuing education & training.
- Creates & encourages positive team spirit.
- General proficiency with Microsoft Office Suite and other relevant software applications.
- Requires a valid driver's license.
SUPERVISORY RESPONSIBILITIES
- Directly supervises and provides leadership, coaching, performance management, and development for the Customer Account Manager team.
WORK ENVIRONMENT
PHYSICAL REQUIREMENTS
- Basic motor skills and manual dexterity for extensive computer usage are required.
- Sitting for extended periods of time is required.
- Talking, hearing and close vision abilities are required.
TRAVEL REQUIREMENTS
- Less than 10%
- This position description outlines the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Noregon Systems, Inc is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.