National Accounts Support Manager

Position Overview

 The National Account Support Manager reports to the Project Manager, Imaging Service and is responsible for the strategic oversight of service for assigned accounts and overall customer satisfaction. This role includes developing and implementing consistent account management processes across all accounts, focusing on equipment performance, service level attainment, reporting, communication, and meeting structures. The position entails detailed analysis, program creation, and implementation to achieve desired results.

 

The National Account Support Manager will build long-term relationships with the customer’s headquarters staff, store management, field service, and product teams. They will ensure quality service delivery that meets service levels and improves equipment uptime while maintaining high customer satisfaction. This role also supports the sales team by identifying and supporting service revenue opportunities within the account.

 

This role will be remote in the Chicago, Illinois area.

Company Overview

At FUJIFILM North America Corporation, we are many things to both consumers and business customers. We’re looking for passionate, mission-driven people to help us continue to innovate. 

With five operating divisions, there’s a lot of opportunity to find your niche and make an impact. Perhaps you’ll click with our Imaging Division that provides one-time-use cameras, digital printing equipment, and instax™. Maybe you’ll get charged up about our Electronic Imaging Division that markets digital cameras, lenses, and accessories for content creators. Or, you might have your eye on our Optical Devices Division, which provides optical lenses for the broadcast, cinematography, videography, and industrial markets. You could be drawn to our Business Innovation Division—they develop office and commercial print solutions and enable digital transformation. And if you’re interested in tape, check out our Industrial Products Division—they develop data storage solutions.

We offer a collegial culture and a flexible work environment. Our headquarters is in Valhalla, New York, a quaint town just one hour north of New York City.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Responsibilities

• Oversee vendor performance and ensure quality support programs for customers.
• Develop and maintain strategic partnerships with key account leadership.
• Implement consistent account management processes across assigned accounts.
• Collaborate with National Sales & Service Management, Marketing and Product teams to prioritize service activities and projects for National Accounts.
• Oversee special projects, coordination, and execution.
• Attend meetings and conference calls to support customer activities.
• Analyze report data and provide recommendations for operational improvements to Fujifilm, Account Management team, and Customer.
• Ensure high-quality service delivery to key accounts by working closely with service providers and vendors.
• Monitor and report on contract billing and profitability to Fujifilm management.
• Enhance communication processes between Service, Sales, and Accounts to ensure greater visibility of account activities.
• Create processes and programs to proactively ensure maximum customer satisfaction and equipment availability.
• Work with Senior Accounts Manager and Vice President of Service on new contracts and renewals.
• Communicate all service capabilities to account leadership and work with Service Sales team to pursue new business opportunities.
• Conduct meetings to ensure compliance with corporate policies and the implementation of new processes.
• Investigate chargebacks and invoice disputes, working with Customer Care and Customers on resolutions.
• Monitor and address calls in the audit queue.
• Track, forecast, and manage equipment disposition.
• Travel to store locations to evaluate equipment and store operations.

Required Skills/Education

• 5+ years of experience in service management of large-scale retail accounts.
• Outstanding customer relations skills.
• Excellent problem-solving and decision-making skills.
• Highly developed interpersonal skills and ability to work with others.
• Ability to achieve corporate and departmental goals by managing direct reports effectively.
• Ability to accurately evaluate internal staff and provide feedback to manage