Responsible for managing the performance of customer-facing team members to ensure department and organizational objectives are met. Provides day-to-day leadership and guidance to support direct reports through conflicts and client escalations. The Team Lead oversees the quality of service provided to clients and works to identify and address developmental opportunities with ultimate focus on enhancing customer experience. Acts as department ambassador and lead to assigned Center of Excellence (COE). Responsible for leading initiatives and supporting goals within assigned business units. Works with department Manager and COE General Managers to support their teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provide on-going supervisory support to direct reports by utilizing own expertise and knowledge to guide them through all aspects of the Account Manager role.

Client focused; actively engages with team’s client portfolio to ensure both client and Sharp needs are met and service levels remain high. Guides direct reports through conflicts as well as client improvement initiatives.

Evaluates workloads; prioritizes and delegates responsibilities and activities as needed to support the business.

Works with Project Management, Business Development and department Manger to assess project pipeline, timelines for project launch and post launch demands and assign Account Management support as required.

First point of contact for client escalations. Works closely with client and Sharp personnel to address conflicts and determined appropriate solution. Escalates matters to department Manager and COE as appropriate.

Responsible for the overall performance and development of direct reports to ensure department and organizational goals are met.

Works with department Manager and COE Heads to identify and establish performance related goals and objectives as well as continuous process improvement.

Travel between Conshohocken and Allentown sites as required in support of projects.

SUPERVISORY RESPONSIBILITIES:

Up to three direct reports within their COE.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

Bachelor's degree (B. A.) or at least six to ten years related and documented experience in a related area. Certification and/or completion of training program in the area of Account Management, Strategic Alliance Management, Supply Chain or other, as agreed upon with your manager and consistent with development plan is required.

SKILLS:

Strong interpersonal and communication skills. Ability to motivate others to succeed, creating an inclusive team environment.

Excellent communication skills both written and verbal.

Proactive, flexible and responsive to internal and external needs.

Deals comfortably with others and can navigate successfully to get things done.

Actively listens to others and encourages open expression of diverse ideas and opinions.

Strong problem solving skills.

Calm under pressure – ability to work through obstacles and crisis effectively and calmly.

Thrives in an environment where there can be ambiguity and complexity.

Experience and comfortable managing performance and personnel related concerns.

Demonstrates self-accountability and upholds responsibilities and obligations to both internal and external stakeholders.

Attention to detail and demonstrates self-accountability for delivering results and producing work of high quality. Holds direct reports accountable for delivering performance with the same high standards.

LANGUAGE SKILLS:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS:

Must possess intermediate skills in Proficient in Microsoft Office Suite including Word, Excel and PowerPoint. Experienced in utilizing ERP systems preferred.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Overtime
• Weekend availability

Work Location: Hybrid remote in Allentown, PA 18106

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