Account Manager

POSITION: Account Manager

REPORTS TO: VP, Business Operations

SALARY: Compensation commensurate with education and experience

TERMS OF EMPLOYMENT: Permanent - Full Time 

LOCATION: Charlottetown, PEI or remote (NYC metropolitan area)

TopGum Industries Ltd. values our customers and understand that excellence in customer management is a strategic pillar of our Company's success. The Account Manager's primary responsibility is to manage customer relationships and champion customer satisfaction. The ideal candidate will have a strong understanding of customer management and take pride in providing a positive customer experience in a fast-paced environment.

Key Responsibilities

• Build and maintain strong relationships, acting as an advocate for customer needs and ensuring their requirements are understood and addressed. 
• Create and maintain customer onboarding information.
• Provide customers with regular updates on orders, lead times, and product availability. 
• Prepare and present customer-specific reports and dashboards, highlighting KPIs and fulfillment metrics. 
• Maintain meticulous documentation of all customer interactions and decisions. 
• Collaborate with internal partners to proactively manage accounts and address any issues that may impact our delivery performance.
• Work with cross-functional teams to ensure that customer issues are resolved in a timely and effective manner. 
• Take ownership for customer outcomes, from issue identification through resolution.
• Work closely with Business Development to create compelling product messaging and promotional strategies. Assist in the development of marketing materials and campaigns as required.
• Identify opportunities for continuous improvement within customer service processes including documenting processes.

Qualifications

• Degree or diploma from a recognized post-secondary institution
• 3–5 years in account management, sales, or customer service—preferably in a manufacturing or industrial environment.
• Experience managing B2B relationships and working with production schedules, lead times, and inventory management.
• Understanding of manufacturing processes, supply chain, and production planning.
• Familiarity with ERP systems (SAP, Oracle, or similar) and CRM tools.
• Comfortable managing a detail-oriented PO process.
• Strong communication and negotiation skills for managing client relationships.
• Analytical and problem-solving abilities to handle order issues, delays, and quality concerns.
• Project management skills for coordinating between internal teams and customers.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to collaborate internally with multiple stakeholders, remote, cross-functional teams, and externally with partners