MANAGER, KEY ACCOUNT

Primary Purpose

The Manager of Key Accounts will work cross functionally to increase customer satisfaction, grow existing customers business, and manage transition of new products from Project Management to Customer Service. They will be the ‘Voice of the Customer’ internally and drive all functions to achieve top-tier service.

Major Duties And Responsibilities

• Build and maintain strong, long-lasting relationships with key clients.
• Develop a deep understanding of customer needs, work processes, business objectives and industry trends.
• Partner with Finance and commercial leadership on statement of work and pricing requirements. Negotiate pricing with customers to maximize profitability.
• Skilled at productively managing and navigating client issues with internal and external resources.
• Consistently identify growth opportunities within existing accounts and lead expansion efforts.
• Actively engage with the Supply Chain Planning team to schedule production ensuring OTIF of >95%.
• Accept customer forecasts/orders and manage purchase orders within the ERP system.
• Hold weekly customer meetings to manage product availability and customer expectations.
• Proactively manage Customer supplied inventory requirements, excess and obsolete inventory resolution.
• Participate in cross functional internal meetings related to product changes, scheduling concerns, production challenges, etc…
• Lead quarterly business reviews in collaboration with the broader organization and coordinate customer on-site visits.
• Ensure Customer Temperature is communicated internally on a regular basis and lead corrective action plans as appropriate.
  
  

Required

QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field (preferred).
• 5+ years of experience in Customer Service Managerial position, in contract manufacturing environment.
• Proven track record of Successful Customer Service Team Establishment in contract manufacturing environment.
• Knowledge of ERP systems (NetSuite preferred)
• Proficient with Microsoft Office suite.
• Effective verbal, written, and presentation skills.
• Experience in contract manufacturing or biopharma.
• Knowledge of FDA regulations and Lean manufacturing
• Proficiency in MS Excel
  
  

EDUCATION AND TRAINING

• Bachelor’s degree in Business Administration, Supply Chain Management, or a related field (preferred).
  
  

Technical Skills And Abilities

• 5+ years of experience in Customer Service Managerial position, in contract manufacturing environment.
• Ability to communicate effectively with partners and colleagues.
• Proven track record of Successful Customer Service Team Establishment in contract manufacturing environment
• Knowledge of FDA regulations and Lean manufacturing
  
  

Critical Skills And Abilities

• Communication Proficiency
• Problem Solving/Analysis
• Time Management
• Team Player
• Open to New Ideas/Change
  
  

Computer Skills

• Knowledge of ERP systems (NetSuite preferred)
• Microsoft Office products (Excel, Outlook, Project, Word, OneNote)