Senior Key Account Manager

This is a fully remote position, open to applicants in Michigan, +1 more state.

📋 Description

• Manage the complete commercial relationship for Exalta's key OEM accounts, spanning multiple product lines, programs, and locations.

• Facilitate the S&OP rhythm for designated strategic accounts.

• Create strategic plans at the account level that align customer growth expectations with Exalta's operational capabilities and limitations.

• Represent Commercial Operations during executive-level business reviews with customers, contract negotiations, and discussions regarding new program launches.

• Act as the senior demand data owner for assigned strategic accounts within the SIOP framework.

• Validate and reconcile forecast inputs prior to the monthly demand review stage.

• Oversee forecast accuracy performance, identify causes of variances, and present trends for SIOP executive alignment.

• Collaborate with the Director of Commercial Operations and Global SIOP to accurately reflect customer demand in the SIOP demand plan while highlighting capacity risks.

• Assist in onboarding new product introductions for strategic account programs.

• Serve as the senior point of escalation for issues impacting customers.

• Drive root-cause resolution for major service disruptions and uphold delivery commitments.

• Proactively communicate with executives regarding impacts of constraints, delays, or substitutions.

• Mentor and coach Key Account Managers on account strategy, issue escalation, and ownership of demand data.

• Provide structured feedback on Key Account Manager performance, account coverage, and developmental requirements.

• Assist in onboarding and knowledge transfer for new team members.

• Manage KPI reporting for the Key Account Management team, covering on-time delivery, backorder, and fill rate performance.

• Lead initiatives aimed at continuous improvement in customer operations, demand management, and order fulfillment processes.

• Contribute to enhancements in Epicor and Power BI reporting.

• Ensure that operations interacting with customers comply with FDA, ISO 13485, ISO 9001, and the company's quality standards.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Supply Chain, or a similar field is required.

• At least five years of direct, customer-facing experience in the OEM industry is mandatory.

• Proven experience in owning or supporting a formal Sales and Operations Planning or Sales, Inventory, and Operations Planning process with strategic accounts.

• Ability to manage a portfolio of large, complex OEM accounts simultaneously.

• Exceptional written and verbal communication skills suitable for executive-level interactions.

• Advanced analytical skills to convert order, forecast, and fulfillment data into account-level strategies and risk management.

• Proven capability in mentoring and developing less experienced team members.

• A collaborative working style with a demonstrated ability to drive cross-functional follow-through at senior levels.

• Strong familiarity with demand planning, Sales and Operations Planning processes, and customer order management.

• Proficiency in enterprise resource planning systems (Epicor preferred), advanced Microsoft Excel, and Power BI or similar reporting tools.

• Ability to maintain professionalism and composure in high-visibility, executive-level customer escalation situations.

• Experience in the medical device OEM or contract manufacturing field is strongly preferred.

• Prior experience in mentoring, coaching, or informally leading account management team members is preferred.

• Experience in navigating FDA-regulated or ISO 13485 quality environments is strongly preferred.

• Experience with Epicor enterprise resource planning is preferred; exposure to order management or demand planning modules is an advantage.

🏝️ Benefits

• Travel to customer sites and offices may be necessary (approximately 20%, typically on a quarterly basis).