Job Summary
The Strategic Accounts Resources Manager supports the growth, sustainment, operational execution, and customer experience of assigned strategic-account relationships. The role serves as a central resource for customer-program administration, sales support, communications, reporting, promotional execution, enrollment management, and issue resolution.
Working closely with the Director, Strategic Accounts, field teams, customers, program partners, and cross-functional partners, the Manager helps remove barriers to sales growth, customer retention, program adoption, and fulfillment of customer commitments. The role acts as a business expert for assigned customer programs, including program eligibility, features, benefits, processes, reporting, and operational requirements.
Responsibilities
Program Management and Account Support
• Support the execution of strategic-account plans, customer programs, growth initiatives, and operational-improvement priorities.
• Serve as a primary internal resource for customer-program questions, including eligibility, enrollment, program features and benefits, operational processes, and participation requirements.
• Coordinate customer-program enrollment, maintenance, eligibility reviews, removals, and related documentation in accordance with established processes and service-level expectations.
• Reconcile customer-provided provider, location, participant, or other applicable rosters on a recurring basis; investigate discrepancies and coordinate timely resolution.
• Support administration of customer rebates, incentives, sales reporting, audits, and other required program reporting.
• Maintain accurate records of account activities, program participation, commitments, issues, actions, and customer documentation.
• Assist with customer requests, RFPs, proposals, presentations, pricing support, and other sales-support activities as assigned.
• Identify process gaps, participation barriers, recurring customer issues, and improvement opportunities.
• Work with internal and external partners, including the customer, to market programs, time-bound promotions, and other sales and marketing opportunities,
Communications, Marketing and Program Adoption
• Develop, coordinate, and communicate approved marketing, promotional, sales, and program materials that increase awareness, participation, adoption, and incremental sales.
• Partner with Category, Marketing, Product Sales, field teams, and other stakeholders to develop customer-specific promotions and program initiatives.
• Coordinate customer-program communications for internal and external audiences, including program updates, promotional launches, process changes, recurring meetings, and follow-up actions.
• Create and maintain approved customer-program content and internal program documentation on Company platforms, customer portals, and other designated communication channels.
• Develop sales presentations, customer communications, executive business-review materials, meeting agendas, and supporting documentation.
• Present program, promotions, sales results, improvement plans to internal and external customers including customer management and large groups.
• Track, analyze, and report promotion and program results; communicate performance insights and recommended actions to the Director and applicable customer stakeholders.
• Support development and delivery of program-training materials and standard operating procedures (SOP) that enable consistent field and customer execution.
Customer, Field, and Cross-Functional Collaboration
• Coordinate recurring meetings with customer corporate contacts, local customer organizations, field teams, and internal stakeholders; document decisions, actions, owners, and deadlines.
• Implement new programs from the ground up. Serving as the subject matter expert, trainer and support with the intention of handing off the program upon stabilization to the field for sustained program execution.
• Work with Major Account Sales Managers, BDMs, field sales, distribution centers, stores, and affiliates to support local activation of customer programs and resolution of execution barriers.
• Assist internal and external stakeholders with customer-program, sales, operational, reporting, and service issues; escalate complex or material risks through the appropriate channels.
• Act as a voice of the customer internally and communicate Company program updates, requirements, and priorities to appropriate customer audiences.
• Partner with NAPA Autotech and other training resources to coordinate customer-training plans, promote participation, and support strategic-account training initiatives.
• Participate in field meetings, owner meetings, customer-site activity, industry events, conferences, and tradeshows as assigned.
• Support event planning and execution, including logistics, materials, attendee communications, vendor coordination, presentation support, and post-event follow-up.
Analytics, Process Improvement and Administration
• Prepare recurring sales, rebate, participation, promotion, operational, and customer-performance reports; validate accuracy and meet established reporting deadlines.
• Use approved data, reporting tools, and customer feedback to assess performance, identify trends, and recommend actions that support revenue, profitability, retention, and program adoption.
• Maintain current knowledge of assigned customer programs, customer operating models, competitive conditions, and Company offerings.
• Develop and improve standardized program processes, templates, training resources, communications, documentation, and reporting routines.
• Manage assigned projects from planning through implementation, including timelines, stakeholder communication, risks, deliverables, and follow-up.
• Follow all Company policies, procedures, pricing controls, customer requirements, contract-governance practices, and ethical business standards.
• Perform other duties as assigned.
Qualifications
• Bachelor’s degree in business, marketing, finance, operations, or a related field; equivalent relevant experience may be considered.
• 5+ years of experience in sales support, customer success, account management, sales operations, project management, program management, commercial operations, finance, contract administration, or a related field.
• Experience supporting complex customer programs, multi-location customers, sales teams, or cross-functional business initiatives.
• Strong reporting and analytical skills, including the ability to organize, validate, interpret, and communicate sales, program, financial, and operational data.
• Strong project-management, organization, prioritization, and time-management skills, with demonstrated ability to manage multiple deadlines in a fast-paced environment.
• Excellent written, verbal, interpersonal, facilitation, presentation, and stakeholder-management skills.
• Proficiency with Microsoft Office applications, particularly Excel and PowerPoint, and ability to use CRM, reporting, customer-account, and collaboration systems.
• Ability to travel up to 40%, including air and overnight travel, and work extended hours or weekends as business needs require.
Preferred Qualifications
• Experience in automotive aftermarket, fleet, automotive repair, roadside assistance, retail, distribution, wholesale, insurance, membership, franchise, or multi-unit customer environments.
• Experience administering incentive, rebate, loyalty, enrollment, customer-program, or contract-compliance processes.
• Experience developing customer marketing campaigns, promotional materials, sales presentations, web/portal content, or executive business-review materials.
• Knowledge of NAPA products, programs, field-sales operations, distribution-center operations, and customer channels.
Leadership
• Embodies the following values: serve, perform, influence, respect, innovate, team.
• Effectively communicates by motivating and inspiring others through clear and proactive communication.
• Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions.
• Makes balanced decisions and thinks strategically by being a forward thinker.
Physical Demands / Working Environment
• Work is performed primarily in office, home-office, customer, and field environments.
• Requires regular use of a computer, telephone, and standard business equipment.
• Requires the ability to communicate effectively in person, by telephone, and through virtual meeting platforms.
• Requires the ability to remain stationary and work at a computer for extended periods.
• Requires frequent travel, up to 40%, including overnight travel, to support customer engagement, field-team leadership, company meetings, and business priorities. Travel may occur by automobile and commercial air.
• May occasionally require lifting or moving up to 50 pounds, including presentation materials, samples, luggage, or meeting supplies.
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