Key Account Manager

Description

Job Title:  Key Account Manager

Reports to: Director, Key Accounts

FLSA Status:  Exempt

Revised Date:  3/7/23

Travel:  Travel requirement 50-75%

Summary: Objective is to deliver profitable sales growth and excellent service to the customer by performing the following duties with 50% or more travel requirement. Serves as primary relationship manager for Altor Solutions top accounts. The account manager is both responsible and accountable for the customer. 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Co-Develops and implements strategies to maintain and/or expand sales within the existing account with the input from the regional account managers and/or Operations. 
• Interfaces with the customer to understand the customer's overall objectives and requirements. Prepares a plan for 

each account to identify what and how short and long-term needs may be met.

• Contacts customers on a regular basis to maintain account relationships, advise of new product and service offerings, and obtain feedback on products. Shares details with customers on additional offerings to provide value added service. Serves as a point of escalation for issues or activities that the customer encounters during product utilization. Expedites the resolution      of customer problems/complaints.
• Develops joint-business plan with the customers focused on key metrics and deliverables in the areas of growth, innovation, service, quality, and customer satisfaction. 
• Summarizes and reports on aggregate sales, business development, service, and quality performance  (customer scorecard). Provides reports on the budget and sales activity  for a given period of time.
• Coordinates and manages product training and technical presentations with regional account managers at the branch and corporate level centered on valued added  capabilities and services. 
• Ensures that customer projects and other key deliverables are being supported and  executed effectively to deliver service excellence. 
• Serves as point of  escalation and expedites the resolution of customer issues & problems.      
• Ensures that sales, quality, scheduling and customer service departments provide post  implementation support to assigned accounts / customers. Provides feedback  to marketing and product engineering teams for future product  enhancements. Shares ideas and customer needs throughout all phases of  product life cycle (plan, design, integrate, install, manage).
• Collaborates with  key functional stakeholders including Customer Service, Operations, NPD, Supply Chain and Finance to ensure we are meeting requirements and  delivering a positive customer experience. 
• Ensures updated  communication and compliance on Altor Solutions policies including  pricing, inventory, payment, freight, and Terms & conditions. 
• Works with Altor      Solutions direct and distribution sales teams on project collaboration, cross-selling and product training. 
• Collaborates with  Marketing on participation in trade shows, industry associations as well as the acquisition of business intelligence, leads and collateral to drive profitable growth. 
• Manages contacts,  leads opportunity pipeline and new product development request via CRM.
• Develops and  delivers quotes, proposals and presentations to facilitate business  acquisition
• Establishes and  executes a new customer acquisition plan with focused targets in key markets that will deliver results in alignment with our strategy. 
• Reviews performance metrics and works with manager to calibrate on focus and alignment. 
• Provides input and feedback on marketing trends and new product and service opportunities 

Competency:

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

• Business Acumen - Understands business implications of decisions; Displays orientation to  profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Analytical -  Collects and researches data; Uses intuition and experience to complement data.
• Problem Solving -  Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with      emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service. Responds to requests for service and assistance; Meets commitments.
• Judgment -  Displays wi