Job Description:We are looking for an
Account Management Director to join our talented team.
This is a remote position and can be located anywhere in the US.The
Account Management Director serves as the strategic business leader for assigned customer accounts and acts as the primary liaison between customers and Confluent Medical. This role is responsible for developing and strengthening executive-level customer relationships, driving account growth, ensuring operational excellence, and aligning customer objectives with Confluent's business goals.
The Director partners closely with Operations, Engineering, Quality, Supply Chain, Product Development, Customer Operations, Finance, and Commercial teams to deliver innovative solutions, proactively manage business risks, and maximize customer satisfaction and profitability. This individual serves as the voice of the customer within the organization while balancing customer expectations with operational capabilities and business objectives.
Operating with a high degree of autonomy, the Director is expected to influence strategic decisions, resolve highly complex business and operational challenges, lead cross-functional initiatives, and contribute to long-range planning that supports sustainable customer growth and operational success.
Key ResponsibilitiesStrategic Account Leadership- Serve as the primary business owner and executive point of contact for assigned customer accounts.
- Develop and execute account strategies that support customer growth, retention, profitability, and long-term partnership objectives.
- Build trusted relationships with customer stakeholders, including executive and senior leadership teams.
- Anticipate customer needs, identify emerging risks and opportunities, and develop proactive mitigation and growth strategies.
- Lead executive business reviews and strategic planning discussions with customers and internal stakeholders.
Customer Advocacy & Cross-Functional Leadership- Represent the voice of the customer across Confluent Medical and influence decision-making to support customer success while maintaining company objectives.
- Lead cross-functional teams to resolve complex operational, quality, supply, technical, and commercial challenges.
- Drive alignment among Operations, Engineering, Quality, Planning, Supply Chain, Finance, Product Development, and Customer Operations to deliver customer commitments.
- Facilitate issue escalation and resolution while ensuring timely communication and decision-making.
- Influence resource prioritization and operational planning to support customer requirements.
Business Performance & Growth- Own revenue performance, profitability, and strategic growth plans for assigned accounts.
- Analyze business trends, forecasts, capacity constraints, and market conditions to support account strategy.
- Identify opportunities for revenue expansion, additional services, product diversification, and long-term partnership growth.
- Partner with Sales and Finance to develop pricing strategies, business cases, and commercial proposals.
- Monitor key performance indicators and implement actions to improve customer satisfaction, operational performance, and financial results.
Contract & Commercial Management- Lead commercial discussions and support negotiation of customer agreements, statements of work, pricing amendments, and contract renewals.
- Collaborate with Legal, Finance, and Commercial teams to ensure contractual compliance and risk mitigation.
- Ensure alignment between contractual obligations, operational capabilities, and customer expectations.
Operational & Quality Partnership- Partner with Quality and Operations teams regarding quality performance, CAPAs, SCARs, corrective actions, process improvements, and continuous improvement initiatives.
- Support customer communications related to operational performance, quality systems, manufacturing readiness, and project execution.
- Develop a strong understanding of customer products, manufacturing processes, markets, and regulatory requirements.
Leadership & Organizational Influence- Provide thought leadership on customer management practices and contribute to the continuous improvement of account management processes and tools.
- Serve as a recognized subject matter expert and organizational spokesperson on strategic customer matters, operational decisions, and complex business issues.
- Influence site and functional leadership decisions impacting customer satisfaction, operational performance, and business growth.
- Mentor account managers and other commercial team members as appropriate.
QualificationsEducation- Bachelor's degree in Business, Engineering, Supply Chain, Operations, Life Sciences, or related field required.
- MBA or other advanced degree preferred.
Experience- Typically 10+ years of progressive experience in Account Management, Sales, Program Management, Operations, Supply Chain, or a related field within the medical device, life sciences, or regulated manufacturing industry. Prior experience with a Contract Manufacturing organization is required.
- Experience managing strategic customer relationships and business performance for complex, high-value accounts.
- Demonstrated success influencing cross-functional teams and leading enterprise-level initiatives without direct authority.
- Experience supporting executive-level customer interactions, negotiations, and business reviews.
Knowledge, Skills & Abilities- Strong business acumen with demonstrated understanding of revenue, margin, forecasting, and profitability drivers.
- Advanced knowledge of manufacturing operations, supply chain management, capacity planning, and customer management processes.
- Strong analytical skills with the ability to interpret complex operational and financial data and translate insights into actionable business strategies.
- Exceptional communication, presentation, negotiation, and stakeholder management skills.
- Demonstrated ability to influence senior leaders, customers, and cross-functional teams.
- Proven ability to manage ambiguity, navigate competing priorities, and resolve complex business challenges.
- Proficiency with ERP/MRP systems, Microsoft Excel, PowerPoint, and business analytics tools.
- Highly customer-focused with strong relationship-building and conflict-resolution capabilities.
- Travel Requirement: Ability to travel approximately 25% of the time, including visits to customer locations, Confluent facilities, industry events, and other business-related meetings as needed.
