<span>Strategic Account Manager</span>

Asp Global - Austell, GA

Full-time - Mid Level

Austell, GA

Merchant Wholesalers, Durable Goods

About the position

The Strategic Account Manager is responsible for developing and maintaining strong relationships with ASP's strategic accounts, supporting the customer success organization, and collaborating with sales and cross-functional teams. The role focuses on managing customer expectations, achieving sales targets, and driving process improvements to enhance customer satisfaction and operational effectiveness.

Responsibilities

• Assist in establishing and maintaining a sustainable customer success infrastructure, policies, and procedures.
• Support the sales team in achieving sales quota and strategic account targets.
• Manage key account portfolio to achieve strategic account objectives.
• Establish strong long-term client relationships.
• Acquire a thorough understanding of strategic account needs and requirements.
• Ensure service levels are met and/or exceeded.
• Serve as the focal point/link between the strategic account(s) and internal teams.
• Proactively manage and resolve issues while driving standardization and process improvement.
• Lead and empower cross-functional stakeholders to help resolve issues and drive process improvement.
• Reduce the cost to serve for both ASP and the customer while proactively evading dissatisfaction or loss of business.
• Build a data-driven organization to effectively measure and meet financial objectives.
• Work with customers and internal stakeholders to measure value in services and products while ensuring project milestones and goals are met.
• Prepare progress reports, forecasts, and business reviews.

Requirements

• Bachelor's degree, preferably in Business Administration or related field.
• 5+ years of Customer Operations experience in a medical device or related industry/organization.
• 5+ years experience in Customer Service.
• Proven experience as a Key Account Manager.
• Experience in managing multiple stakeholders and projects.
• Customer-centric and good listener.
• Critical thinker with strong problem-solving and negotiation skills.
• Lean Six Sigma training/certification preferred.
• E-commerce background/knowledge.
• Ability to translate skills to other employees through training and mentoring.
• Strong understanding of value drivers in recurring revenue business models.
• Excellent verbal and written skills.
• Excellent organizational skills.
• Proficiency with Microsoft Office Suite.

Nice-to-haves

• Lean Six Sigma training/certification preferred.
• E-commerce background/knowledge.