Strategic Account Manager

Description

Position Summary:

The Strategic Account Manager is responsible for supporting and continuously building a strong framework for a customer success organization, focused on developing, sustaining strong relationships and programs with ASPs strategic accounts, sales organization, and cross functional stakeholders, across back-office / supply chain organizations.

Essential Duties and Responsibilities:

• Assist in establishing and maintaining a sustainable customer Success Infrastructure, policies and procedures, standard operating procedures, Key Performance Indicators with a strong focus on managing customer expectations.
• Support the sales team in achieving sales quota and strategic account targets
• Manage our key account portfolio to achieve strategic account objectives
• Establish strong long term client relationships
• Acquire a thorough understanding of strategic account needs and requirements
• Ensure service levels are met and or exceeded
• Serve as the focal point / link between the Strategic account(s) and internal teams
• Proactive manage and resolve issues while driving standardization and process improvement
• Lead and empower cross functional stakeholders to help resolve issues, continually drive process improvement with a customer obsessed attitude, making the customer experience effortless, while optimizing operational effectiveness, mitigating downstream defects and rework.
• Reduce the cost to serve for both ASP and the customer, while proactively evading dissatisfaction or loss of business.
• Build a data driven organization to effectively measure and meet our financial objectives.
• Work with customers and internal stakeholders to measure if they are effectively finding value in our services and products while ensuring projects, department milestones and goals are met, while adhering to approved budgets.
• Work closely with our Sales team to free up their time by eliminating the need for them to focus on transactional and operational activities.
• Prepare progress reports, forecasts, and weekly, monthly, quarterly business reviews as applicable

Competencies:

To perform this job successfully, an individual should demonstrate the following competencies:

Drive for Results- Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results

Project Management - Executes project start-up and planning activities. Defines & manages schedules, & resources to accomplish project objectives and reports on project progress. Identifies and manages scope, risks and quality throughout the project lifecycle. Identifies and partners with stakeholders to develop and implement change management plans.

Communication -Expert communication skills in one-on-one situations and to a large & probing for information in a way that is easy to understand.

Relationship Builder - Deeply embedded within the account, creating, strengthening and protecting the relationship. Generate meetings, develop relationships that create opportunities over short and long term.

Customer Focus- Able to present well in both one-on-one situations and to larger audience at all levels within the organization. Balances conflicting interests of various customers and readily adjusts priorities to respond to pressing and changing customer needs.

Qualifications

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 disabilities to perform the essential functions.

Education and/or Experience:

• Bachelor degree, preferably in Business Administration or related field preferred or equivalent
• 5 years of Customer Operations experience in a medical device or related industry/organization

Skills and Knowledge Requirements:

• 5 years experience in Customer Service
• Prove experience as a Key Account Manager
• Experience in managing multiple stakeholders and projects
• Customer-centric and good listener
• Critical thinker with strong problem solving and negotiation skills
• Lean Six Sigma training / certification preferred
• e-commerce background / knowledge
• Ability to translate your skills to other employees through training and mentoring
• Strong understanding of value drivers in recurring revenue business models
• Excellent verbal and written skills
• Excellent Organizational Skills
• Proficiency with Microsoft Office Suite
• Travel required

Physical Demands:

Individuals may need to sit or stand as needed, may require walking primarily on a level surface for periodic periods during the day, reaching above shoulder heights, below waist or lifting as required to file documents or store materials throughout the day. The position may require lifting heavy supplies and office materials. Travel up to 10% may be required.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. For the most part ambient room temperatures, lighting and traditional office equipment as found in a typical office environment.