Job Description

Job Title: Manager, Key Accounts

Job Summary:

The Key Account Manager (KAM) is responsible for managing and growing the relationships with key customers. The KAM ensures that the needs of these customers are met, creates strategies to maintain and expand business, and works closely with internal teams to deliver the best solutions. The role involves client management, business development, and contributing to the overall success and growth of the company.

Key Responsibilities:

Client Relationship Management:

• Build and maintain strong, long-lasting relationships with key customers.
• Serve as the primary point of contact for the assigned key accounts.
• Understand the customers’ business needs and work to provide customized win-win solutions that protects ADC profitability.
• Proactively communicate both externally to the customer and the internal management team on material issues or opportunities. Effectively communicate issues and elevate problems with appropriate solutions to mitigate issues. Have a high sense of urgency to eliminate problems and complete tasks.

Business Development:

• Identify opportunities for upselling and cross-selling products/services. Negotiate price increases that projects ADC profit.
• Collaborate with the internal teams to implement strategies that will help grow the business.
• Develop and maintain a deep understanding of the client’s industry, competitive landscape, and end-market dynamics.

Strategic Planning:

• Develop proactively and implement account strategies to achieve both client and company goals.
• Monitor account performance, identify areas for improvement, and proactively work with the client and internal teams to resolve any issues.
• Work with VP of sales/management to set aggressive and realistic booking targets for each key account.

Cross-functional Collaboration:

• Work proactively with internal teams (e.g., product, operations, quality, finance) to deliver seamless solutions to customers.
• Provide feedback to product development teams on client needs and product improvement opportunities.

Reporting, Analytics and Streamlining Processes:

• Develop and report on key account metrics such as booking, revenue growth, client satisfaction, and project delivery timelines.
• Prepare and present regular business reviews to customers and internal stakeholders.
• Proactively analyze customer data both in booking, sales or profitability to identify issues and opportunities. Mitigate issue and seize opportunity to ensure meeting growth target.
• Analyze key functional process for its effectiveness and efficiency. Eliminate non-valued added activities.

Problem Solving & Issue Resolution:

• Act as the main problem solver for customers’ issues, ensuring that concerns are handled quickly and effectively.
• Manage and mitigate risks associated with key accounts with high sense of urgency.

Qualifications & Skills:

• Bachelor’s degree in business or engineering with business experience or related field (or equivalent experience).
• Proven experience as a Key Account Manager or in a similar client-facing internal sales role. This is not a field sales role.
• Experience in managing large accounts or high-value customers.
• Strong understanding of sales principles, account management, and customer service.
• Strong understanding of Engineering, operations, sales processes and relationships cross functionally in a manufacturing environment. Aerospace & Defense (A&D) experience preferred but not required.
• Minimum 5 years in managing direct reports preferably internal key account management teams
• Minimum 7 years in build to print manufacturing business, and experience in working with major OEM and Tier 1 A&D companies.
• Demonstrate experience in development and execution of annual booking and sales plan/budget/forecast.
• Expert level competency in MS Excel and MS PowerPoint.
• Proficient in ERP system and reporting tools (ADC currently uses Syteline)

Additional Skills:

• Strong negotiation and presentation abilities.
• Problem-solving and critical-thinking skills.
• Strong business acumen and understanding of the client’s industry.
• High energy, self-driven, and proactive with a demonstrated ability to lead and motivate a team.
• Strong ability to build and maintain lasting client relationships, with a keen focus on customer satisfaction.
• Excellent interpersonal and communication skills, both verbal and written, with the ability to effectively engage with customers, employees, and executives.
• Demonstrated ability to organize and prioritize tasks effectively,
• Strong analytical skills and the ability to effectively solve problems and resolve conflicts.
• Comfortable with adopting systems and technologies that streamline business processes.
• Ability to work in a fast-paced, deadline-driven environment.

Working Conditions:

• Full-time onsite with some travel expected to visit customers.
• Occasional extended hours to meet client needs or deadlines.

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