POSITION SUMMARY:
The Senior Account Manager is assigned to specific customers to ensure customer satisfaction and drive profitable business growth across multiple manufacturing sites/regions. This associate must maintain relationships with assigned customer accounts through management of existing business and acquisition of new business for overall health of the accounts to ensure long-term business. The Senior Account Manager will act as the "Voice of the Customer" to formally communicate and facilitate solutions that help grow business. The Senior Account Manager position is highly visible and is the central point of information for all customer and program-related activities.
ESSENTIAL DUTIES & RESPONSIBILITIES:
This list of duties and responsibilities is not all inclusive and may be expanded as management determines necessary.
- Play a leading role in the development and execution of account management and growth plan.
- Central point of contact responsible for the oversight and delivery of all internal/external customer initiatives
- Work with engineering and quality teams to ensure all the critical tasks relating to assigned accounts are completed on time and in budget (requires working closely with and overseeing other internal teams and direct management.)
Business Development responsibilities include:
- Within the assigned account base, this position is responsible for helping to secure new business through various efforts by supporting the business development staff.
- Establishing good personal and professional relationships with key stakeholders across the customer?s organization, including sr. managers, buyers, plant level managers, quality teams, etc.
- Organizing and hosting all customer visits to facilities or visits to customer facilities (includes working with all internal teams to have requested information prepared and in a professionally presented format)
- Regular travel to customer sites to address needs, understand current satisfaction levels and look for new business opportunities.
Commercial responsibilities include:
- Responsible to work with the customer and North American sites/teams (customer service, business development and sr. management) to complete short and long-term budgeting /forecasting for assigned accounts.
- Pricing adjustments manage or oversee the implementation of selling prices and or terms and conditions on an agreed upon frequency (these updates can be attributed but not limited to cost changes in raw materials, labor standards, distribution, and or market conditions)
- Monitoring expected yields/margins (daily, monthly, yearly) to ensure performance to or exceeding our internal profitability targets. If we are not performing to expectation, then the Account Manager must notify the broad internal team to identify root causes. When inconsistencies arise between a programs quoted (or anticipated) margin and the reality of what is being realized in manufacturing (cycle times, higher scrap %'s, lower MOQ's, etc.), the Account Manager will be responsible for working with operations teams to understand what is driving the variances and negotiating a mutually agreeable resolution. If help from senior management is needed, the Account Manager must escalate to obtain the necessary help.
- Quoting - working with multiple cross-functional departments (quoting team, business development, tooling, automation, operations, etc..) to kick-off and complete the quote on-time. Lead internal pricing meetings and make recommendations to management to gain internal support and approval for new business bids.
- Responsible for submitting final proposals on time and in a professional format directly to the customer.
- Presenting proposals and supporting customer negotiations for program awards.
- Responsible for frequent follow-up of pending quotes as a means for an eventual award or rejection.
- Responsible for understanding and overseeing specific terms and conditions and/or standards of work within assigned contracts/customers and communicating important expectations / obligations to internal teams.
Communication responsibilities include:
- Primary escalation point (both externally and internally) for conflict resolution as it relates to aspects of manufacturing, distribution/logistics, and commercial issue and/or negotiations.
- Primary liaison between senior management teams internally and with the accounts.
- Internally updates management teams on account and program status, forecasts, sales budgets, etc.
- Externally manages customer messaging - newsletters, dashboards, quarterly business reviews (QBR), etc.
- Facilitate and lead project kick-off meetings where schedules, action items, etc. are communicated and action items are assigned.
- Attends internal and client meetings and contributes to decision making and problem solving.
- Consistently update and maintain customer client information, activities, and action items in Salesforce.
Personal development:
- Continuous personal development to improve technical, sales and interpersonal skills and industry related information (new technologies, competitive updates, new customers, trends etc.)
- Manage and interpret all new businesses and associate knowledge to achieve all organization objectives.
- Other duties and projects as needed