About this position
Overview:
The Strategic Account Representative is the primary customer-facing role responsible for driving revenue growth and delivering exceptional service across a defined regional territory and account portfolio. This position owns the full sales lifecycle — from proactive business development and relationship cultivation in the field to preparing detailed quotes, writing job orders, and coordinating internal handoff for execution. This role initially emphasizes new business development and market expansion to increase NW brand visibility and strengthen strategic partnerships, and will progressively shift toward ongoing account management, quote development, and job order processing as relationships mature into maintenance-driven business. This position reports directly to the Director of Strategic Accounts.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Customer Service-related responsibilities include but are not limited to:
Technical Competencies:
Interpersonal & Professional Competencies:
Supervisory Responsibilities:
This position does not have any supervisory responsibilities.
Work Environment:
This position operates in a professional office environment. This role routinely used standard office equipment such as computers, phone, photocopiers, filing cabinets, and fax machines. Other locations may include warehouse environments and are regularly exposed to heavy machinery and noise.
Physical Demands:
Walk, sit, stand, bend, lift, and move continually during work hours. Is subject to lifting over 50 pounds.
Position Type/Expected Hours of Work:
This is a full-time position with a 40-hour work week. Days and hours of office operation are Monday through Friday 8:00am to 6:00pm. Occasional evening and weekend work are required as job duties demand as well as a 24/7 rotational on-call schedule.
Travel:
Regional (local) travel within the identified territory is expected up to 25% of the time.
Required Education and Experience:
Preferred Education and Experience:
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
The Strategic Account Representative is the primary customer-facing role responsible for driving revenue growth and delivering exceptional service across a defined regional territory and account portfolio. This position owns the full sales lifecycle — from proactive business development and relationship cultivation in the field to preparing detailed quotes, writing job orders, and coordinating internal handoff for execution. This role initially emphasizes new business development and market expansion to increase NW brand visibility and strengthen strategic partnerships, and will progressively shift toward ongoing account management, quote development, and job order processing as relationships mature into maintenance-driven business. This position reports directly to the Director of Strategic Accounts.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Customer Service-related responsibilities include but are not limited to:
- Serve as a consultative partner to customers by understanding intended use cases and recommending appropriate, value-driven solutions.
- Demonstrate comprehensive knowledge of equipment capabilities, configurations, and compatibility to ensure accurate product selection.
- Balance customer satisfaction with company financial objectives through sound judgment and pricing discipline.
- Establish and maintain accurate customer records, including collection and documentation of credit card authorizations, credit references, tax documentation, and insurance certificates.
- Process customer payments and authorizations in accordance with company policy.
- Proactively communicate order status, shipment tracking, and delivery confirmations.
- Resolve fulfillment challenges, including sourcing third-party equipment when necessary and reallocating internal inventory to meet time-sensitive demands.
- Coordinate and expedite outbound shipments and post-rental returns to ensure operational efficiency.
- Verify order accuracy and completeness prior to fulfillment.
- Document, communicate, and process billing for damaged, missing, or overage equipment charges.
- Operate company vehicles for delivery and pickup when required, in compliance with all applicable State and Federal transportation regulations, including successful completion of DOT medical and ELDT requirements.
- Represent and deliver the full Strategic Account value proposition across the assigned territory and portfolio.
- Proactively develop and expand existing accounts to increase revenue, market share, and long-term partnership value.
- Maintain consistent, high-quality engagement through formal business reviews, onsite meetings, and regular touchpoints.
- Identify customer challenges, develop strategic solutions, and present recommendations to leadership when appropriate.
- Maintain accurate and timely CRM documentation, including all meetings, calls, opportunities, and account activity.
- Monitor account health and proactively address objections, service gaps, or cross-departmental issues impacting the customer relationship.
- Support broader team initiatives and management functions as assigned.
Technical Competencies:
- Basic Data Entry Skills
- Basic Transcription Skills
- Basic Math Skills
- Basic Computer & Internet Skills
- Basic Organizing Skills
- Broad Telephone Handling and Etiquette
- Broad Email Response Handling and Etiquette
- Broad Time Management Skills
Interpersonal & Professional Competencies:
- High energy, self-motivated, and proactive, with a demonstrated ability to take initiative in support of business objectives.
- Strong interpersonal and communication skills (verbal and written), with the ability to listen effectively and communicate with clarity and confident professionalism at all levels.
- Highly organized and results-driven, with sound business judgment and the ability to prioritize and execute both strategic and tactical initiatives.
- Professional, visible, and approachable presence that fosters trust, consistency, accountability, and collaboration in a fast-paced environment.
- Demonstrates integrity, strong work ethic, and long-term commitment to delivering measurable impact for the organization.
Supervisory Responsibilities:
This position does not have any supervisory responsibilities.
Work Environment:
This position operates in a professional office environment. This role routinely used standard office equipment such as computers, phone, photocopiers, filing cabinets, and fax machines. Other locations may include warehouse environments and are regularly exposed to heavy machinery and noise.
Physical Demands:
Walk, sit, stand, bend, lift, and move continually during work hours. Is subject to lifting over 50 pounds.
Position Type/Expected Hours of Work:
This is a full-time position with a 40-hour work week. Days and hours of office operation are Monday through Friday 8:00am to 6:00pm. Occasional evening and weekend work are required as job duties demand as well as a 24/7 rotational on-call schedule.
Travel:
Regional (local) travel within the identified territory is expected up to 25% of the time.
Required Education and Experience:
- Minimum of one year experience in A/V rental industry or related field.
- Minimum of one year experience in site management.
- High School Diploma or equivalent
Preferred Education and Experience:
- 2-5 years of experience in A/V rental industry or related field.
- 2-5 years of experience in site management.
- Associates Degree or industry related Certification
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.
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