The Manager of Strategic Accounts is responsible for the oversight of a portion of Program Management team, including Key Account Managers, Customer Account Representatives and Admins. The Manager of Strategic Accounts ensures that customer programs are on schedule, in-control, within budget, and elevated as necessary both internally at ABT and externally with the Customer.
Essential Duties and Responsibilities
Provides leadership and direction to the Key Account Managers, Customer Account Reps, and Admins.
Supervises and coaches Programs team members.
Helps Programs team members solve technical and program issues during product implementation and program sustainment.
Provides a second-level resource when Programs team members require elevation of customer issues.
Helps problem solve and ensure alternate plans are in place to minimize quality and delivery risks to customer programs.
Monitors and actions Programs Dept KPIs/Metrics to ensure departmental and company goals are met.
Monitors Program profitability metrics.
Ensures all communication with customers is professional and improves company’s credibility.
Develops and maintains work instructions for the Programs Department that promote best practices and standardization.
Travels to visit customers as needed, to facilitate open communication, address technical issues and ensure a high level of customer support.
Performs other duties as assigned by supervisor
Job Requirements
Bachelor’s Degree in Business or related discipline, strongly preferred
Leadership experience, strongly preferred
Minimum 5 years’ customer service experience
Minimum 2 years’ experience in a manufacturing environment
Excellent verbal and written communication skills
Excellent problem solving skills
Excellent analytical skills
Proficient in Microsoft Office applications