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Stanley Acess Technologies Operations Account Manager in Fishers, Indiana

62417BRTitle:Operations Account ManagerBusiness:US - SSS - CSS State / Country / Province:Indiana Job Description:Are you interested in joining one of the world’s largest, fastest-growing, and most dynamic companies? If so, you have come to the right place. Stanley Black & Decker is an $11B Fortune 500 company that offers a rich and storied history dating back to 1843.

This opportunity resides within STANLEY Electronic Security NA, a global division of Stanley Black & Decker. At STANLEY Electronic Security NA we design, install, service, and monitor electronic security systems that integrate intrusion, fire, video surveillance, access control and monitoring applications. With today's most comprehensive solutions, services, and technologies, STANLEY Electronic Security NA is the electronic security system provider of choice for industrial, government, commercial, and national account customers such as schools, hospitals, retailers, financial institutions, airports and more.

Currently, we are in an accelerated growth phase in a rapidly expanding industry. There’s never been a better time to join our security team. We are seeking a motivated, self-driven individual looking for a long-term position as a Operations Account Manager for our Security Business.

Reports To: Leader, National Account Operations Center of Excellence

Position Summary:

Provide leadership for all aspects of Operational account management responsibilities for our largest key strategic customers. This position will establish appropriate operational customer relationships and be the primary point of Operational contact with our largest key customers post-sales, and effectively managing the customer touchpoints within our organization. Work with our Field Organization and other internal departments for planning and delivering Installation projects and overseeing the Service Ticket portfolio for our largest customers.

This position will work closely with other departments such as Sales Executive, the Field delivery organization, Service Dispatch, Engineering, Finance, Software Solutions Group, Legal, Account Planners, Billing/AR, and other support groups.

This position is located in our Fishers, Indiana corporate headquarters location.

Position Responsibilities:

  • The Operations Manager, National Account Operations CoE is the focal point for Customer communications of performance, metrics, issues, and other account items.

  • Serve as the escalation point for operational issues with each account as they may arise and facilitate resolutions through various internal or external groups.

  • Establish relationships with appropriate Customer contacts. Develop and maintain communication rhythms with each customer based on their needs as well as our standard reporting and communication processes.

  • Work closely with Service and the Field delivery organization to ensure Service Ticket performance is in line with standards and SLA’s.

  • Manage and deliver key Customer/account metrics including items such as the Quarterly Scorecard Review, Metrics surrounding Install projects and Service Ticket performance, Monitoring statistics, SLA attainment, etc.

  • Review and analyze account data to identify issues/trends and identify opportunities for improvements. Plan and implement improvement opportunities for accounts.

  • Collaborate with other groups to align on operating interactions and processes, optimize delivery efficiency, and customer satisfaction.

  • Develop and deliver a regular set of information and communications for Internal Stakeholders.

  • Work closely with Sales Executives on understanding Customer account needs and plans for continued growth. Identify additional sales opportunities within the accounts and facilitate the quoting process through the Account Planner team.

  • Provide forecasting information.

  • Oversee the planning and delivery of Installation projects via Central Operations personnel and/or Field delivery personnel. Will directly manage some projects.

  • Meet targets and goals set forth by leadership.

  • Contribute to pre-sales support in pursuit of new customer opportunities or additional opportunities within existing accounts. Contribute to RFP’s/proposals as needed.

  • Work with the Sales Executives to help predict resource needs 30/60/90 days out.

  • Support other groups as needs arise.

  • Performs other duties as assigned.

  • Some travel may be required.

Knowledge/Skills/Abilities:

  • Ability to organize, plan, and set priorities and work in a highly deadline oriented environment.

  • Ability to build and maintain strong relationships with customers and Sales Executives.

  • Excellent communication and interpersonal skills.

  • Strong ability to analyze data and turn into actionable improvement opportunities.

  • History of excellence / superior performance against internal benchmarks.

  • Previous experience working closely supporting Sales teams preferred.

  • Ability to professionally diffuse and resolve difficult customer situations.

  • Preferred to have knowledge of Security industry products systems including Video, Access, and Intrusion.

  • Good Project Management skills

  • Previous Operations Management experience preferred.

Required Qualifications:

  • Bachelors’ degree and/or 2 + years in Operational Account Management, Project/Program management, or Service Management Delivery experience, preferably in Electronic Security or related industries.

Preferred Qualifications:

  • 3 years of security system experience preferred.

  • Previous Operations Management experience

  • CSPM or PMP certification

SBDCSS

Requisition Number:62417BRCity:FishersEEO Statement:All qualified applicants to Stanley Black & Decker are considered for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran’s status or any other protected characteristic.

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