PURPOSE:
The Account Manager plays a pivotal role in driving the growth and retention of key client relationships by managing large and national accounts with a strategic and customer-focused approach. This position is responsible for developing and executing account plans that align with both client needs and company objectives, ensuring long-term partnership success. The Account Manager will actively identify new business opportunities within existing accounts and regional markets to expand revenue streams. Collaboration with cross-functional teams such as sales, marketing, and customer service is essential to deliver tailored solutions and exceptional service. Ultimately, this role aims to maximize account development and customer satisfaction while contributing to the overall sales targets and business growth.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Perform a variety of account management functions related to the continued growth, profitability, and retention of quality business and the development of solid relationships with assigned customers.
- Act responsibly as one of the primary communication channels between our customers and GRI’s various team members in the US and the PACRIM. Conduct discovery on a frequent basis to fully understand and best communicate the customer’s expectations to all necessary GRI team members.
- Must understand and demonstrate a “sense of urgency” in all activities and communications.
- Monitors various reports (i.e. sales forecasts, PO status, etc.) as necessary and work collaboratively with other departments to ensure that the customers in the assigned territory receive shipments on a timely basis.
- Add value to the sales and account management processes by coordinating telephone discussions, face-to-face meetings, and preparation/ distribution of account reports, as requested.
- Develop relationships with customers to assist in up-selling opportunities as directed by sales and marketing management.
- Responsible for updating and managing all customer data as well as ensuring that all GRI team members are kept current on this data.
- Act as the liaison between customer and Management Team/Legal, on Supplier Agreements, Contracts and relevant addendums plus proactively monitor Agreement and Contract terms to ensure they are kept current.
- Obtain Regulatory documentation related to products or GRI-Alleset’s facilities as required by the customer by working with the Regulatory Dept. to ensure the correct and proper information is provided.
- Establishes and maintains strong relationships with individuals or committees with each assigned customer.
- Maintains a strong understanding of the assigned customer’s business through a highly visible presence and training when offered by the customer.
- Proactively analyze customer order patterns compared with forecasts provided; Work diligently with the appropriate Operations Team members to manage the change in demand.
- Identifies failures or potential in the current supply chain which would prohibit GRI from making the delivery “on time”.
- Monitors customer-related inventory, both finished goods and raw materials, and communicates to GRI management and the customer when excess, slow moving and/ or dead inventory is identified.
- Reviews customer product costing and pricing to identify low profit margin issues, then develops and implements a plan for addressing these issues.
- Proactively identify any/all opportunities to reduce cost. Opportunities may include: changes in raw material components and product/ packaging design, alternative manufacturing process or outsourcing possibilities, etc.
- Understands and utilizes the processes developed by GRI as well as the tools and applications selected by GRI for the day-to-day management of its business.
- Maintains a thorough working knowledge of GRI’s Quality Management System (QMS) in addition to any other required policies and processes.
- Participates actively in and monitors the GRI quality complaint process to ensure that any customer complaints are accurate and understood by GRI and that all complaints or quality- related concerns are addressed in an acceptable timeframe.
- Project manages the transition of customer products (new or line extensions)
- From Product Development to Production. Performs final assessments to the readiness of new product launch. Continually monitors the project to identify any issue that may have a negative impact on the initiative.
- Provide customer quotations by working with Product Managers and Product Development on costing, understanding related product and country target margins and address competitive situations as needed.
- Other/ related duties as required.
Education & Qualifications
- Bachelor’s degree in business administration, Marketing, Operations or related area of study.
- Three or more years of related practical work experience, preferably in the medical device industry or equivalent combination of education and experience.
- Proven experience in account management, specifically handling large or national accounts.
- Strong understanding of sales processes and customer relationship management.
- Excellent communication and negotiation skills.
- Ability to analyze data and market trends to inform account strategies.
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