The Highlands Strategic Account Manager, based in Florida, works exclusively with a Mega-Reseller (or Mega, for short) in the US.

What he says further differentiates his work are the other offerings that come with a Highlands partnership: back-end support, a qualified, seasoned and national field source and a marketing team that is the best out there. It’s a lot of collaboration and team effort. He doesn’t work in a silo. 

However, what really makes Bill special is his relationship with the Mega. He doesn’t just get meetings, he absolutely engages in the business. Bill’s deep understanding of the account’s landscape and goals allows him to provide assets that are easily executable and give them solution-based proposals.

Strategic Account Manager

November 13, 2018

Highlands is pleased to announce Amber Clausi as the new account manager for Southern California, Arizona and Las Vegas Markets. Amber’s prior experience includes an extensive background at Office Depot/Max as a Major Accounts and Vertical Market Manager. Amber managed a $6 million book of business and has experience selling Highlands Manufacture Partners in both the Office Products and Jan/San Category.

“Along with enthusiasm, Amber brings over 15 years of diverse experience to this role,” said Joe Victoriano, District Manager, Western Region. “She is poised to make an immediate impact on our business in the Western Market.”

You don't have to trick your customer, just treat them like humans.

Customer Experience (CX) is dead. That’s right, you heard me. Placed in a coffin, buried 6 feet deep and topped with a gravestone. Dead. 

In the mausoleum next to CX lies its famed predecessor: User Experience (UX).

So what does your brand need to focus on now? It’s actually quite simple: humans. We propose that in order to build a successful relationship between your brand and your consumer, you need to speak humanly and directly to them. Everything in between (whether it’s bad or it’s good) is just noise.

It sounds so simple. But sometimes we forget that our company is built and run by humans and our customers are, at the end of the day, people too. Why not speak to them that way?

Is it really that easy?

Actually, no. I’ll explain:

Nowadays, customers expect the UX standard and are even used to the CX standard. Because of this, they have higher expectations of the companies from whom they choose to purchase products and services. Today, people value corporate conscience. Meaning: companies need to have AND portray their values in a real and authentic way. We believe, this is increasingly as important to consumers as: cost, quality and customer service.

How do companies start thinking like a human?

In order to portray our humanity to our customers, companies must first organize around purpose. It’s all about the emotional connections. Your purpose should give your customers a reason to believe in your brand. This is followed closely by authenticity. If you don’t convey your purpose authentically, then consumers will see right through the facade. 

Is it time to ghost on CX?

We certainly aren’t saying that you should say boo to your current UX and CX strategies completely. But you should definitely consider this more holistic, human-centric perspective. Never forget there is a human being at the end of your supply chain. And, we’re here to help you get started.

Highlands welcomes the addition of two Account Managers in Texas: Rachel Croll and John Richardson. Collectively they bring over 35 years of experience in account growth to the Highlands Field Sales team.

Rachel’s vast experience with OfficeMax, Grainger and Uline, along with her outstanding reputation in the industry, makes her an excellent fit for this role. Her wealth of knowledge in Office Products and Facility Supplies will allow for further development of the territory.

John has an immense sales background which began in pharmaceutical sales and leadership roles, and he most recently served in a management role for a large independent dealer in the OP industry.

“We are excited to have Rachel on our team, and as she lives in Houston, she’ll be based in one of the fastest growing cities in the US,” said June Schmidt, Vice President Field Sales, Northeast and South Regions. “Out of Dallas, John’s background and experience make him a great addition to the Highlands team. John will play a key role in providing high quality solutions and support for our customers and vendor partners.”

“The investment in highly skilled people plays a key role in helping accelerate sales for our clients,” said Bob O’Gara, CEO of Highlands. “It’s also imperative that we bring in people with experience both inside and outside the Office Channel so we can provide a greater breadth to our overall value proposition.”