Account Management Specialist - Senior

Job description

Job Summary The Account Management Specialist – Senior is responsible for managing customer relationships, executing account strategies, and driving profitable business growth across assigned accounts. This role serves as a key interface between customers and internal stakeholders, ensuring customer satisfaction, commercial success, supply-demand alignment, and effective execution of sales and account management initiatives. The position supports revenue growth through strategic account planning, customer engagement, contract management, forecasting, and continuous improvement efforts while acting as the voice of the customer within the organization. Key Responsibilities Customer Relationship Management • Develop, maintain, and strengthen long-term relationships with assigned customer accounts. • Serve as the primary point of contact for customers, ensuring effective communication and responsiveness. • Act as the voice of the customer within the organization and advocate for customer needs and expectations. • Build trust and credibility with customers through proactive engagement and consistent support. • Measure customer satisfaction, analyze feedback, and implement action plans to improve customer experience. Account Strategy & Business Growth • Support the development and execution of account strategies aligned with business objectives and customer requirements. • Identify opportunities to grow revenue through expansion of existing business and development of new opportunities. • Drive cross-business unit collaboration to maximize customer value and business growth. • Develop and maintain account plans, monitor progress against targets, and implement corrective actions when required. • Support strategic initiatives that improve customer relationships, profitability, and market competitiveness. Commercial & Contract Management • Support contract negotiation, implementation, and compliance within authorized limits. • Collaborate with internal stakeholders to develop pricing strategies that align with business objectives and customer expectations. • Manage commercial issues, customer inquiries, and business-related escalations effectively. • Support purchasing and commercial contract discussions where applicable. Supply, Demand & Operational Support • Coordinate with customers and internal teams to manage daily supply and demand requirements. • Support inventory planning, service delivery, and production alignment to meet customer expectations. • Manage production and distribution issues impacting customer accounts. • Work cross-functionally to balance customer requirements with operational capabilities. • Ensure timely resolution of customer support and operational concerns. Sales Planning & Forecasting • Maintain accurate sales forecasts and monitor performance against business targets. • Analyze customer demand trends, market conditions, and historical data to improve forecast accuracy. • Manage and monitor sales pipelines, identifying opportunities and risks to business objectives. • Provide regular updates on account performance, business opportunities, and customer developments. Continuous Improvement & Customer Focus • Lead or support Customer Focus Six Sigma and continuous improvement initiatives. • Identify opportunities to improve processes, service levels, and customer engagement. • Collaborate with internal teams to implement solutions that enhance customer satisfaction and operational efficiency. • Support business initiatives aimed at improving profitability, delivery performance, and customer loyalty. Core Competencies Account & Sales Management • Account Planning and Execution • Account Strategy Development • Customer Relationship Management • Sales Forecasting • Sales Pipeline Management • Pricing Strategy • Commercial and Contract Management • Customer Support and Issue Resolution Business & Customer Excellence • Customer Focus • Integrating Customer Perspective • Articulating Value Proposition • Sense Making and Customer Insight Development • Channel Awareness • Revenue Growth and Business Development • Cross-Functional Collaboration Leadership & Behavioral Competencies • Effective Communication • Accountability • Building Trust and Credibility • Adaptability to Different Audiences • Relationship Building and Stakeholder Management • Decision Making and Problem Solving • Collaboration and Teamwork • Respect for Diversity and Inclusion Qualifications Education • Bachelor's degree in Marketing, Sales, Business Administration, Engineering, Technical Discipline, or a related field is required. • Equivalent industry experience may be considered in lieu of formal education. • Additional certifications in sales, account management, commercial management, or business development are advantageous. • May require licensing or authorization for compliance with export control or sanctions regulations. Skills Required Technical & Functional Skills • Strong customer relationship management skills. • Knowledge of account management principles and sales processes. • Understanding of commercial management and contract negotiation. • Experience managing customer supply-demand requirements. • Ability to develop and execute account growth strategies. • Strong forecasting, reporting, and business analysis capabilities. • Understanding of pricing strategies and profitability drivers. • Experience working with CRM systems, sales tools, and business reporting platforms. • Proficiency in Microsoft Office applications, particularly Excel and PowerPoint. Behavioral Skills • Strong communication and presentation skills. • Excellent stakeholder management and relationship-building capabilities. • Customer-centric mindset with strong problem-solving abilities. • Strong negotiation and influencing skills. • High level of ownership, accountability, and business acumen. • Ability to manage multiple prioriti