Key Account Manager

The Key Account Manager serves as a strategic partner for high-value complex customer accounts driving long-term retention growth and innovation across the portfolio. They develop and execute account strategies that maximize customer value while aligning customer objectives with organizational capabilities. They build trusted relationships with executive stakeholders identify expansion opportunities and lead cross-functional teams to deliver exceptional business outcomes. As the primary customer advocate they proactively manage risk resolve complex challenges and champion continuous improvement initiatives.

Success in this role requires deep expertise in supply chain logistics transportation and distribution solutions combined with strong commercial acumen and executive presence. Experience supporting customers in life sciences aerospace automotive high-tech industrial manufacturing or other complex industries is highly valued.

Responsibilities

• Develop and execute strategic account plans that drive customer retention and revenue growth.
• Build and maintain executive-level relationships serving as a trusted advisor and primary strategic contact.
• Lead business reviews executive alignment meetings and quarterly business reviews (QBRs) to evaluate performance identify opportunities and maintain strategic alignment.
• Partner with customers to develop growth roadmaps innovation strategies and continuous improvement initiatives.
• Identify qualify and pursue expansion opportunities across services business units geographies and solution offerings.
• Own customer performance metrics and KPIs delivering insights and recommendations that improve operational and financial results.
• Lead resolution of complex business challenges while balancing customer needs with organizational objectives.
• Collaborate with Operations Sales Finance Solutions Design IT Engineering and Implementation teams to ensure successful customer outcomes.
• Translate customer goals challenges and priorities into actionable internal strategies and resource plans.
• Champion digital transformation automation and technology-enabled solutions that increase customer value and operational efficiency.
• Monitor account health identify retention risks and implement proactive mitigation strategies.
• Drive account forecasting revenue planning and strategic growth initiatives.
• Represent the organization in executive sponsor programs customer strategy sessions industry events and other high-visibility engagements.
• Provide market intelligence industry insights and competitive feedback to support business planning and solution development.
• Promote a customer-centric culture by influencing and aligning cross-functional stakeholders around account objectives and customer commitments.
• All other duties as assigned to meet evolving business needs.

Qualifications

• Education: Undergraduate degree in a related field from an accredited college or university required.
• Certification/Licensure: Professional certifications such as CSCMP APICS/ASCM or similar credentials preferred.
• Experience: 8 years of progressive experience in strategic account management enterprise customer success business development or related customer-facing leadership roles.
• Proven success managing complex customer portfolios with annual revenues of approximately $15M to $50M while consistently achieving retention and growth objectives.
• Deep expertise in logistics transportation supply chain management contract logistics warehousing distribution or related industries.
• Demonstrated success developing and executing account growth strategies that drive revenue expansion customer retention and profitability.
• Strong executive presence with the ability to influence negotiate and build credibility with senior leaders internally and externally.
• Experience leading cross-functional teams and driving alignment across Sales Operations Finance IT Solutions Design Engineering and Implementation functions.
• Experience supporting customers in complex industries such as life sciences aerospace automotive high-tech industrial manufacturing consumer goods or related sectors preferred.
• Exceptional analytical communication presentation and relationship management skills with a consultative approach to problem solving.
• Demonstrated discretion and confidentiality in handling and protecting sensitive information.
• Technical: Proficient with common office technologies including Windows PCs Microsoft O365 (Outlook Word Excel PowerPoint etc.) and web conferencing (Teams Zoom Webex etc.).
• Environment: Remote; must be comfortable with travel for related meetings/events.

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