Overview
The Enterprise Account Manager is responsible for growing and servicing strategic national and enterprise accounts, including Fortune 500/1000 customers, by increasing account penetration, expanding adjacency programs, and protecting existing revenue while delivering a best-in-class customer experience. This position solicits, sells, implements, and expands programs across core and adjacent categories (Furniture, Copy & Print, Technology, and Cleaning/Breakroom/Facilities Solutions) within existing national and enterprise customers, and qualifies new opportunities as appropriate. The role requires C-level relationship building and engagement with multiple decision makers and influencers across complex, multi-location accounts that may span multiple districts or regions.
The Enterprise Account Manager is accountable for developing customer-centric solutions, managing complex pricing and contract strategies, and coordinating cross-functional resources to meet account performance objectives and profitability targets. The role also includes managing day-to-day account service for national customers, including order management, service issue resolution, and EDI exception handling for designated accounts, while maintaining high standards of data integrity in ODP Business Solutions' CRM and related systems.
This role will require that the employee customarily and regularly travel within the assigned territory away from his or her regular place of business (e.g., home or business office) to meet with customers and make sales with little or no supervision.
Primary Responsibilities:
- Enterprise and adjacency sales growth (outside sales):
- Engaged in sales activities including creating relationships with decision influencers, decision makers, end users, current buyers, and new prospects within national and enterprise customers to develop a thorough understanding of their business issues and needs. Focuses on selling and expanding programs within the four adjacencies (Furniture, Copy & Print, Technology, and Cleaning/Breakroom/Facilities Solutions), as well as core categories, across multi-location accounts. The Enterprise Account Manager will have a defined annual sales quota as outlined in the Incentive Compensation Plan and is accountable for achieving revenue, margin, and product mix goals.
- Existing account penetration & revenue expansion:
- Responsible for traveling within the assigned territory to make sales and solicit orders or contracts from national, contract, and business direct customers. Grows share of wallet by selling more of current products, expanding the range of products, and introducing new product categories and solutions into existing accounts, pulling in specialists as needed to support greater category penetration. Customarily and regularly travels within the assigned territory away from his or her regular place of business to meet with customers and make sales with little or no supervision.
- Account service, retention & EDI/order management:
- Manages day-to-day account activity and service delivery for assigned national and enterprise accounts, including answering inbound calls and inquiries related to orders, deliveries, product/service issues, and payment concerns. Manages EDI-related processes and exceptions, including monitoring EDI orders, handling exception queues and related emails, and resolving order or data discrepancies in accordance with company policies. Ensures the highest levels of customer satisfaction by proactively managing service issues, coordinating with customer service and operations, and driving timely resolution of discrepancies or delays.
- Solution development, contract management & pricing strategy: Leads solution development efforts that best address customer needs by coordinating the involvement of all necessary company personnel, including support, service, and management resources. Partners with appropriate internal teams to jointly develop and close specifically defined opportunities and to achieve shared quotas. Manages complex pricing strategies and buying processes (e.g., pricing, delivery fees, solutions, program structures) in partnership leadership, ensuring appropriate profitability based on customer profile, volume, size, and service requirements. Participates in bids, re-bids, contract negotiations, and RFPs.
- C-level and strategic relationship management: Establishes productive, professional relationships with C-level executives and senior decision makers within assigned customer accounts. Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers' expectations. Maintains a thorough grasp of the customer relationship process and buying cycle and leverages consultative selling skills to strengthen strategic partnerships and drive long-term account growth.
- Data integrity, CRM management & continuous improvement: Takes responsibility and ownership for data integrity and accuracy of work products by maintaining and updating customer information, pricing, contract terms, and service notes in ODP Business Solutions CRM and related systems. Accurately documents resolutions to issues, customer interactions, and opportunities to support business planning and sales initiatives. Informs management of recurring issues in pricing, product descriptions, units of measure, product availability, delivery or service that do not meet company standards, and participates as a thought leader in developing selling strategies, process improvements, and training for co-workers.
Education and Experience:
- Level of Formal Education: High School diploma or equivalent, Bachelors preferred
- Area of Study: Business, Marketing, or related field preferred.
- Minimum Years of Experience: 5
- Type of Experience: Outside sales experience calling on large enterprise or national accounts. Experience implementing and maintaining large, complex accounts with multiple locations and stakeholders. Demonstrated experience in developing and managing C-level and senior-level customer relationships. History of successful contract negotiations and consultative selling at the enterprise level. Experience in order management, issue resolution, and/or EDI-related processes preferred.
- Technical Competencies & Information Systems:
- Proficient in MS Office (Word, Excel, PowerPoint).
- Working knowledge of CRM tools (e.g., Salesforce.com); ability to maintain, update, and leverage CRM data for account planning and execution.
- Strong accuracy in documentation preferred.
- Skills & Abilities:
- Strong analytical, strategic, and problem-solving skills.
- Excellent communication, presentation, and consultative selling abilities, including C-level negotiations.
- Proven B2B track record growing large enterprise/national accounts and consistently meeting or exceeding quotas.
- Experienced in managing complex buying processes and maintaining large, multi-location accounts.
- Highly organized, detail oriented, and able to manage multiple priorities and deadlines.
- Fast learner, adaptable to change, effective in a matrixed team environment, and willing to travel regularly.
- Coachable, self-motivated, and ownership-driven with an entrepreneurial mindset.
- Additional Language Skills: Ability to read, write, speak, and understand English. Strong verbal, written, and interpersonal communication skills, including proper grammar, spelling, pronunciation, and professional punctuation.
- Personal Attributes & Other/Preferred:
- Professional, conscientious, tolerant, patient, and organized.
- Independent and self-motivated with a desire to develop an in-depth understanding and knowledge of the products and services offered by ODP.
- Team player with strong collaboration skills and the ability to work in a matrixed organization.
- Flexible with respect to change initiatives.
- Ability to develop professional relationships and exert positive influence for favorable customer decisions.
About The ODP Group: The ODP Group, through its business entities ODP Business Solutions and Office Depot, is a leading provider of products, services, and technology solutions through an integrated business-to-business (B2B) distribution platform and omnichannel presence, which includes world-class supply chain and distribution operations, dedicated sales professionals, online presence, and a network of Office Depot and OfficeMax retail stores.
Commitment to Safety: We are committed to maintaining a safe and healthy work environment for our Coworkers and our customers. All Coworkers are expected to support our operational safety culture by working safely and addressing potential hazards or concerns.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by Coworkers assigned to this classification and are not intended to be a complete list of all responsibilities, duties and skills required of Coworkers so classified. Other duties may be assigned.
Pay, Benefits & Work Schedule: The salary range for this role is $76,100/year to $128,600/year, however all state and local minimum wages will be complied with, resulting in a possible adjustment to the salary range displayed. The company offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunities to move and grow within our organization! You may be eligible to participate in an incentive program, paid in accordance with the Incentive Plan terms and conditions.
Equal Employment Opportunity: The company is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
We will consider for employment qualified applicants with arrest and conviction records pursuant to the City & County of San Francisco Fair Chance Ordinance.
Application Deadline: The job posting will remain open for a minimum of 3 days and will expire once the position has been filled.
How to Apply: Click the "Apply Now" button and follow the instructions on each page. When you have completed the application, click the "Submit" button.