<span>Strategic Account Manager</span>

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.