Key Account Manager

Key Account Manager

Position Summary

The Key Account Manager is responsible for building and managing strategic relationships with key customers while driving profitable business growth. Serving as the primary customer contact, this role partners closely with engineering, manufacturing, quality, and operations to ensure exceptional customer service, successful product launches, and long-term account development. The ideal candidate combines strong commercial acumen with technical knowledge to identify new opportunities, manage complex customer programs, and deliver solutions that support both customer and company objectives.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts.
• Develop and maintain long-term partnerships built on trust, responsiveness, and exceptional service.
• Conduct regular customer visits, business reviews, and strategic planning meetings.
• Resolve customer concerns, complaints, and escalated issues in a timely and professional manner.
• Ensure customer requirements, expectations, and feedback are effectively communicated across internal teams.
• Maintain a high level of customer satisfaction through proactive communication and relationship management.

Business Development & Account Growth

• Drive strategic sales initiatives to grow existing business and identify new opportunities within assigned accounts.
• Develop and execute account plans aligned with organizational goals and revenue objectives.
• Prepare and deliver professional customer presentations, proposals, and business reviews.
• Negotiate pricing, contracts, commercial agreements, and long-term business arrangements.
• Collaborate with internal teams to identify opportunities for increased market share and expanded product offerings.

Technical & Engineering Support

• Utilize CAD software, engineering drawings, and technical documentation to support customer and manufacturing requirements.
• Provide technical assistance related to manufacturing processes, tooling, and equipment improvements.
• Support equipment selection, installation, commissioning, and startup activities when required.
• Assist with new product introductions, engineering changes, validation activities, and continuous improvement initiatives.
• Work closely with engineering teams to ensure customer specifications are met throughout the product lifecycle.

Product Development & Cross-Functional Collaboration

• Provide technical guidance regarding products, applications, and performance expectations.
• Participate in Product Development Process (PDP) activities and support new business opportunities.
• Collaborate with Engineering, Manufacturing, Quality, Supply Chain, and Operations to successfully execute customer programs.
• Ensure projects remain on schedule while meeting quality, cost, and delivery expectations.

Financial & Operational Management

• Develop pricing strategies that align with manufacturing capabilities and profitability objectives.
• Manage customer forecasts, production planning, and capacity requirements.
• Monitor account profitability and recommend strategies to improve financial performance.
• Support accounts receivable efforts and assist in resolving payment issues when necessary.
• Coordinate inventory planning and stock levels to meet customer demand while optimizing operational efficiency.

Market Intelligence & Strategic Planning

• Analyze customer trends, market conditions, competitive activity, and emerging technologies.
• Conduct SWOT analyses and identify opportunities for business growth.
• Provide recommendations for product positioning, pricing strategies, and market expansion.
• Share industry insights and best practices across internal teams to support continuous improvement.

Core Competencies

• Customer Focus: Builds lasting customer relationships by consistently delivering value, responsiveness, and exceptional service.
• Business Acumen: Demonstrates strong commercial judgment and understands the financial drivers of business decisions.
• Strategic Thinking: Develops long-term plans that support sustainable growth and competitive advantage.
• Relationship Management: Establishes productive partnerships with customers, suppliers, and internal stakeholders.
• Problem Solving: Identifies root causes, evaluates alternatives, and implements effective, practical solutions.
• Communication: Communicates clearly and professionally through verbal, written, and presentation formats.
• Adaptability: Responds effectively to changing customer requirements, business priorities, and market conditions.
• Collaboration: Works effectively across multiple departments to achieve shared objectives.
• Accountability: Demonstrates ownership, integrity, and commitment to delivering high-quality results.
• Results Driven: Consistently meets objectives through initiative, persistence, and sound decision-making.

Qualifications

• Bachelor's degree in Business, Engineering, Manufacturing, or a related field preferred.
• Experience managing key customer accounts within a manufacturing environment.
• Strong negotiation, presentation, and relationship management skills.
• Working knowledge of manufacturing processes, engineering principles, and product development.
• Experience interpreting engineering drawings and proficiency with CAD software is preferred.
• Strong analytical, financial, and project management capabilities.
• Proficiency with Microsoft Office Suite and ERP/CRM systems.

Physical Requirements

• Ability to work at a computer for extended periods and participate in virtual meetings.
• Ability to communicate effectively in person, by telephone, and through electronic communication.
• Ability to occasionally stand, walk, bend, reach, and lift or carry up to 25 pounds.
• Ability to travel domestically and internationally as required, including both automobile and air travel.
• Ability to safely enter manufacturing facilities and customer locations while complying with all safety policies and required personal protective equipment (PPE).
• May be exposed to manufacturing environments that include moving machinery, elevated noise levels, temperature variations, and other industrial conditions.
• Must be able to perform the essential functions of the position with or without reasonable accommodation.