Account Manager

WCS Industries is looking for an Account Manager to take on customer growth.

Account Manager

The Account Manager—Customer Growth & Experience—will support assigned customers by providing responsive communication, disciplined follow-up, internal coordination, CRM discipline, issue escalation, and proactive identification of customer signals, retention risks, and account expansion opportunities.

Essential duties:

• Serve as a primary day-to-day contact for assigned accounts and help create a responsive, professional, and coordinated customer experience.
• Respond to customer requests, questions, order needs, quote status inquiries, and issue escalations with urgency, accuracy, and ownership.
• Provide administrative, commercial, and customer support to assigned accounts while coordinating internally to ensure customer needs are addressed efficiently.
• Build trust with customers through disciplined follow-up, clear communication, and reliable coordination across teams.
• Help ensure customers experience as one coordinated company across sites, products, and functions.
• Monitor assigned accounts for relationship health, retention risks, service concerns, scorecard feedback, delivery concerns, and recurring issues.
• Capture and route customer signals related to opportunity, risk, expansion, improvement, or relationship changes.
• Escalate customer issues appropriately and help drive timely follow-up until the issue has a clear owner and next step.
• Support customer reviews, scorecards, audits, service discussions, and account health updates as needed.
• Track open quotes, customer requests, and follow-up actions for assigned accounts in coordination with sales, estimating, engineering, and customer service.
• Help ensure quote status, next steps, customer feedback, and ownership are visible and current in HubSpot or other designated systems.
• Support quote-to-win discipline by following up on customer feedback, timing, decision status, competitive input, and barriers to award.
• Identify stalled quotes or unclear next steps and bring them forward through the appropriate commercial cadence.
• Maintain accurate account, contact, activity, task, quote, opportunity, customer-signal, and issue-related information in HubSpot or other designated systems.
• Support weekly account, pipeline, customer-signal, quote follow-up, and cross-sell reviews as needed.
• Use CRM discipline to help the team know its numbers, track commitments, reduce missed follow-up, and improve customer visibility.
• Support continuous improvement of account management processes, customer communication standards, and commercial operating discipline.