Account Support Manager

Position Summary

The Account Support Manager is responsible for supporting the management, growth, and overall success of assigned Non-Destructive Testing (NDT) customer accounts. This position serves as a key liaison between customers and internal operations, helping ensure customer requirements are understood, communicated, and executed safely, efficiently, and in accordance with contractual and quality expectations.

The Account Support Manager works closely with Operations, Business Development, Project Management, Billing, Human Resources, Quality, and Safety to coordinate resources, address customer needs, support project execution, and maintain strong customer relationships. The position also assists with identifying opportunities to expand services and strengthen long-term account partnerships.

Essential Duties and Responsibilities

Account & Customer Support
Serve as a primary point of contact and operational resource for assigned NDT customer accounts.
Develop and maintain strong professional relationships with customer representatives, site leadership, and internal stakeholders.
Maintain a thorough understanding of customer operations, site requirements, contracts, service expectations, and NDT needs.
Respond promptly to customer questions, requests, concerns, and service issues.
Coordinate with Operations to ensure customer commitments, schedules, and staffing requirements are met.
Participate in customer meetings, planning meetings, project reviews, and site visits as needed.
Monitor customer satisfaction and work with appropriate teams to resolve service concerns.
Maintain regular communication with customers regarding ongoing work, upcoming needs, and changes affecting service delivery.

NDT Operations Support
Support the planning and coordination of NDT services, including conventional and advanced inspection activities as applicable to assigned accounts.
Work with Operations to coordinate qualified technicians, equipment, materials, and other resources necessary to meet customer requirements.
Assist with mobilization and demobilization activities for projects, call-out work, turnarounds, outages, and other customer assignments.
Verify that operational requirements are clearly communicated to appropriate departments and personnel.
Monitor active projects and help identify scheduling, staffing, equipment, or customer-related issues that could affect execution.
Assist Operations with resolving project challenges and escalating significant issues when appropriate.
Maintain awareness of technician qualifications and customer/site-specific requirements when coordinating work.
Support efficient utilization of personnel and resources while maintaining customer service expectations.

Business Development & Account Growth
Partner with Business Development and Operations leadership to identify opportunities to expand NDT services within existing accounts.
Develop an understanding of customer inspection programs, upcoming projects, maintenance schedules, turnarounds, and capital projects.
Identify potential opportunities for additional NDT methods, inspection services, or related company capabilities.
Assist with customer proposals, estimates, pricing requests, scopes of work, and service agreements as needed.
Support contract renewals and account planning activities.
Provide customer and market feedback to leadership regarding service opportunities, competitive activity, pricing concerns, and emerging customer needs.
Help strengthen customer retention through responsive service, consistent communication, and effective issue resolution.

Project & Administrative Coordination
Assist with reviewing scopes of work, purchase orders, work authorizations, service agreements, and customer requirements.
Ensure appropriate internal departments receive accurate information regarding new and ongoing projects.
Monitor customer purchase orders, work authorizations, job numbers, and other documentation necessary to support project execution and billing.
Coordinate with Billing and Operations to help resolve missing documentation, billing discrepancies, or customer invoice concerns.
Assist with tracking project status, costs, labor utilization, and other account metrics.
Maintain accurate customer and project documentation.
Support timely job closeout and ensure required customer documentation is completed and submitted.

Safety, Quality & Compliance
Promote compliance with company safety policies, customer safety requirements, and applicable regulatory standards.
Work collaboratively with Safety and Quality personnel to address customer requirements, audits, incidents, corrective actions, and compliance concerns.
Ensure customer-specific safety, training, certification, badging, and site-access requirements are communicated to appropriate personnel.
Support compliance with applicable NDT procedures, written practices, codes, standards, and customer specifications.
Escalate safety, quality, contractual, or operational concerns to appropriate leadership.
Reinforce the expectation that safety and quality requirements take priority when coordinating customer work.

Cross-Functional Coordination
Serve as a communication link between customers and internal departments.
Collaborate with Operations regarding staffing, scheduling, equipment, and project execution.
Coordinate with Human Resources and Recruiting regarding anticipated staffing needs.
Work with Safety and Quality regarding customer and site compliance requirements.
Partner with Billing and Finance to support accurate and timely invoicing and account resolution.
Work with Business Development to support customer retention and account growth.
Communicate significant customer concerns, operational risks, and business opportunities to leadership.

Qualifications

Education & Experience
High school diploma or equivalent required.
Associate’s or bachelor’s degree in business, Engineering, Industrial Technology, Operations Management, or a related field preferred.
Minimum of 3–5 years of experience in NDT, inspection services, industrial services, account management, project coordination, or operations preferred.
Experience supporting customers within refining, petrochemical, chemical, pipeline, power generation, manufacturing, or other industrial environments preferred.
Previous experience working directly with NDT technicians, operations teams, or inspection programs strongly preferred.
Previous supervisory, project management, account management, or customer-facing experience is a plus.

Knowledge, Skills & Abilities
Working knowledge of NDT services and terminology, including methods such as UT, MT, PT, VT, RT, and advanced NDT technologies, as applicable.
Understanding of industrial inspection environments, turnaround/outage work, and call-out service operations.
Strong customer service and relationship-management skills.
Ability to coordinate multiple projects, customers, priorities, and deadlines simultaneously.
Strong organizational and follow-through skills.
Effective verbal and written communication skills.
Ability to communicate professionally with technicians, supervisors, managers, customer representatives, and senior leadership.
Strong problem-solving and conflict-resolution abilities.
Ability to recognize operational and customer risks and escalate issues appropriately.
Ability to understand scopes of work, customer requirements, purchase orders, and service agreements.
Basic understanding of project costs, labor utilization, pricing, and billing processes.
Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and Teams.
Ability to learn and effectively utilize company ERP, scheduling, CRM, timekeeping, and customer systems.
Ability to work independently while maintaining effective collaboration across multiple departments.

Certifications
NDT certifications are not necessarily required for this position; however, previous ASNT SNT-TC-1A, ASNT 9712, or equivalent NDT certification or field experience is highly desirable.
Depending on assigned customers and responsibilities, the employee may be required to obtain or maintain:
TWIC
DISA or customer-specific drug and alcohol program eligibility
Customer/site-specific safety orientations
Valid driver’s license and acceptable driving record
Additional certifications or credentials required for customer site access

Physical & Work Requirements
Ability to work in both office and industrial field environments.
Ability to visit refineries, chemical plants, manufacturing facilities, construction sites, and other customer locations.
Ability to wear required personal protective equipment (PPE).
Ability to walk, stand, climb stairs, and navigate industrial facilities as necessary.
Ability to travel to customer sites as required.
May occasionally be required to work outside normal business hours to support customer needs, outages, turnarounds, or urgent operational requirements.

Key Performance Expectations
Success in this position may be measured through:
Customer satisfaction and retention
Responsiveness to customer requests
Successful execution of assigned customer work
Account revenue and growth
Identification of new service opportunities
Timely resolution of customer concerns
Effective coordination of staffing and operational resources
Billing accuracy and timely job closeout
Compliance with customer, safety, and quality requirements
Effective communication between customers and internal departments

NOTE: To be considered, applicants must be able to provide documentation of current or previous certifications, as well as all classroom and/or on-the-job training (OJT) hours required for certification.

*** Apave America Inc. is an equal opportunity employer that prohibits discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, and other protected characteristics. ***

We make hiring decisions based solely on qualifications, merit, and business needs.  We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and employees.