Account Manager

About the role

Crown Information Management is seeking an experienced and customer-focused Account Manager to join our Customer Management Team. This role is responsible for strengthening relationships with current and previous customers while developing new business opportunities through proactive communication, consistent engagement, and sales follow-through. The Account Manager ensures every customer interaction reflects Crown's commitment to providing reliable, secure, and exceptional customer service.

Requirements

• High school diploma or equivalent
• Previous experience in customer service, inside sales, account management, or telemarketing
• Proven ability to build and maintain long-term customer relationships
• Strong communication, interpersonal, and problem-solving skills
• Experience using CRM software to manage customer interactions and sales opportunities
• Understanding of pricing, contracts, and customer onboarding processes
• Strong organizational and time management skills with the ability to manage multiple priorities
• Proficiency in Microsoft Office (Outlook, Word, and Excel)
• Professional demeanor with a customer-first mindset
• Ability to work independently while collaborating effectively with internal teams

Key Responsibilities

• Lead Management & Sales
• - Manage and process all leads associated with jobs of 20 boxes or fewer, including Shred Nations, inbound calls, in-house leads, website leads, and other assigned lead sources.
• - Respond promptly to customer inquiries and inbound calls.
• - Convert qualified leads into scheduled services.
• - Update customer pricing, contact information, and service agreements.
• - Add and maintain new service locations for existing in-house accounts.
• - Manage State Accounts within the standard contract scope. (Complex media, specialty products, and storage opportunities will be referred to the Account Executive team.)
• Customer Relationship Management (CRM)
• - Record all customer interactions, leads, and opportunities accurately in the CRM system.
• - Schedule and maintain follow-up activities to ensure ongoing customer engagement.
• - Manage customer communications, including newsletters, service updates, and marketing campaigns.
• - Request customer referrals following completed services.
• - Maintain detailed records of customer communications and account activity.
• In-House Account Management
• - Review and qualify customers from the EZ Shred and Total Recall in-house account lists.
• - Create, verify, and activate customer accounts within the CRM system.
• - Sell and renew shredding services for existing and prospective customers.
• - Maintain accurate customer records, agreements, pricing, and contact information.
• - Add or remove service locations as needed.
• - Track contract expiration dates, vendor information, and follow-up opportunities.
• - Conduct system-wide pricing reviews to ensure data accuracy.
• Additional Responsibilities
• - Support initiatives that improve customer satisfaction and customer retention.
• - Collaborate with internal departments to provide a seamless customer experience.
• - Participate in team meetings, training sessions, and process improvement initiatives.
• - Maintain professionalism and confidentiality while representing Crown Information Management.

Employment Requirements

• All offers of employment are contingent upon the successful completion of a pre-employment background screening and drug test.

Why Join Crown Information Management?

We are committed to delivering secure information management solutions while building lasting relationships with our customers. We value teamwork, integrity, professionalism, and exceptional customer service.

Crown Information Management is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees.