Job Title: Key Account Manager

Reports to: Director, Key Accounts

FLSA Status: Exempt

Revised Date: 3/7/23

Travel: Travel requirement 50-75%

Summary: Objective is to deliver profitable sales growth and excellent service to the customer by performing the following duties with 50% or more travel requirement. Serves as primary relationship manager for Altor Solutions top accounts. The account manager is both responsible and accountable for the customer.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Co-Develops and implements strategies to maintain and/or expand sales within the existing account with the input from the regional account managers and/or Operations.
• Interfaces with the customer to understand the customer's overall objectives and requirements. Prepares a plan for

each account to identify what and how short and long-term needs may be met.

• Contacts customers on a regular basis to maintain account relationships, advise of new product and service offerings, and obtain feedback on products. Shares details with customers on additional offerings to provide value added service. Serves as a point of escalation for issues or activities that the customer encounters during product utilization. Expedites the resolution of customer problems/complaints.
• Develops joint-business plan with the customers focused on key metrics and deliverables in the areas of growth, innovation, service, quality, and customer satisfaction.
• Summarizes and reports on aggregate sales, business development, service, and quality performance (customer scorecard). Provides reports on the budget and sales activity for a given period of time.
• Coordinates and manages product training and technical presentations with regional account managers at the branch and corporate level centered on valued added capabilities and services.
• Ensures that customer projects and other key deliverables are being supported and executed effectively to deliver service excellence.
• Serves as point of escalation and expedites the resolution of customer issues & problems.
• Ensures that sales, quality, scheduling and customer service departments provide post implementation support to assigned accounts / customers. Provides feedback to marketing and product engineering teams for future product enhancements. Shares ideas and customer needs throughout all phases of product life cycle (plan, design, integrate, install, manage).
• Collaborates with key functional stakeholders including Customer Service, Operations, NPD, Supply Chain and Finance to ensure we are meeting requirements and delivering a positive customer experience.
• Ensures updated communication and compliance on Altor Solutions policies including pricing, inventory, payment, freight, and Terms & conditions.
• Works with Altor Solutions direct and distribution sales teams on project collaboration, cross-selling and product training.
• Collaborates with Marketing on participation in trade shows, industry associations as well as the acquisition of business intelligence, leads and collateral to drive profitable growth.
• Manages contacts, leads opportunity pipeline and new product development request via CRM.
• Develops and delivers quotes, proposals and presentations to facilitate business acquisition
• Establishes and executes a new customer acquisition plan with focused targets in key markets that will deliver results in alignment with our strategy.
• Reviews performance metrics and works with manager to calibrate on focus and alignment.
• Provides input and feedback on marketing trends and new product and service opportunities

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Analytical - Collects and researches data; Uses intuition and experience to complement data.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service. Responds to requests for service and assistance; Meets commitments.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Key Behaviors: Self-motivated, Competitive, Prepared, Accountable, Perseverant, Responsive Resourceful, Adaptive, Creative

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

Bachelor's degree (B. A.) from four-year college or university with minimum of 7 years related Sales and Business Development experience; or equivalent combination of education and experience.

• Demonstrated ability to manage key accounts and develop new business.
• Strong negotiation and value selling skills.
• Strong interpersonal communication and presentation skills
• Demonstrates good situation assessment and decision-making skills.
• Solid business acumen with good financial and analytical competence
• Thrives in a team selling environment.
• Role will be focused primarily on direct sales growth and management.
• Molded Plastic experience a plus.
• Technical experience in operations and package engineering is a plus

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Suite word processing software; Spreadsheet software; Inventory software; Order processing systems and Database software. Salesforce.com preferred.

Work Environment/ Physical Demands:

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts. The noise level in the work environment is usually quiet. The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to use vision, hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand; walk and sit. The employee is occasionally required to reach with hands and arms.

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