Key Account Partner

Job Title:            Key Account Partner

Location:          West Henrietta, NY or Remote

Reports To:      Manager, Key Account Partners

Position Summary:

• The Key Account Partner (KAP) is a strategic, self-reliant role responsible for managing and strengthening relationships with IDEX Health & Science’s top-tier Super 80 and  80’s Customers. Working collaboratively with cross-functional teams across the organization and in partnership with their Commercial counterpart, the KAP serves as the primary customer advocate and central point of contact, ensuring a seamless and exceptional customer experience.

• This role independently manages all facets of a highly matrixed customer relationship, including customer inquiries, issue resolution, account coordination, and proactive engagement. The KAP leverages strong account management expertise, sound judgment, and decisive problem-solving skills to address customer needs, drive customer satisfaction, and support long-term retention and growth. Acting as a trusted liaison between customers and internal functional areas, the KAP identifies opportunities for process improvement, anticipates customer challenges, and implements strategic solutions that enhance operational effectiveness and strengthen customer partnerships.

• Success in this role requires a customer-centric mindset, exceptional relationship-building abilities, and the capability to navigate complex business environments while independently contributing to the achievement of company objectives through outstanding service and strategic account management.

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Essential Job Functions:

·         Independently make sound business decisions on behalf of Customer Service that support customer satisfaction, operational performance, and IH&S business objectives.

·         Develop, implement, and execute comprehensive account plans and customer management strategies aligned with business goals and growth initiatives.

·         Establish, maintain, and strengthen relationships with assigned key accounts through proactive engagement and consistent communication.

·         Develop and manage comprehensive communication plans, ensuring timely and effective written and verbal communication with customers and internal stakeholders.

·         Collaborate with Regional Sales Managers, Product Managers, Operations leadership, and other cross-functional teams to develop and execute proactive customer management strategies.

·         Coordinate customer activities and account requirements through ERP systems, project management tools, export compliance processes, and ISO procedures.

·         Develop and oversee strategic ordering plans that align customer needs with IH&S product offerings while supporting profitable business growth.

·         Accurately forecast customer demand, ordering patterns, and market trends; adjust business and ordering strategies as necessary to optimize monthly and quarterly results.

·         Monitor customer requirements, business conditions, and competitive activity within assigned accounts and recommend actions to protect and expand customer relationships.

·         Partner with Commercial, Product Management, and Sales teams to identify growth opportunities and support long-term account development.

·         Analyze customer requests, operational constraints, and delivery requirements and collaborate with Operations leadership to determine appropriate solutions.

·         Resolve complex customer issues and effectively manage conflict by exercising strong judgment, problem-solving, and decision-making skills under pressure.

·         Recommend, develop, implement, and improve customer service, sales support, and operational processes to enhance efficiency, customer experience, and business performance.

·         Maintain a comprehensive understanding of IH&S products, pricing structures, customer service processes, part numbering systems, and cross-reference information.

·         Serve as a subject matter resource for customers and internal stakeholders regarding products, processes, and account requirements.

·         Represent IH&S and IDEX professionally during customer visits, business reviews, audits, trade events, and meetings with domestic and international business units.

·         Travel domestically and internationally, as required, to support customer relationships, business objectives, and cross-functional initiatives.

·         Maintain technical and professional expertise through participation in training programs, product education, industry research, and company communications.

·         Demonstrate comprehensive knowledge of current and new IH&S products and actively participate in ongoing product and technical training opportunities.

·         Support continuous improvement initiatives and contribute to achieving departmental, commercial, and organizational performance objectives.

·         Perform other duties and special projects as assigned.

Core Competencies

·         Independently analyzes complex information and makes sound business decisions that support customer and organizational objectives.

·         Identifies, investigates, and resolves complex customer and operational issues with efficiency and accuracy.

·         Proactively identifies opportunities for process improvement and implements solutions that enhance customer experience and business performance.

·         Manages projects autonomously from initiation through completion, ensuring timely execution, quality outcomes, and accountability for results.

·         Demonstrates a creative and innovative mindset, developing solutions that improve processes, operational efficiency, and customer satisfaction.

·         Applies strong business acumen with a clear understanding of how customer service activities impact growth, profitability, costs, and long-term business success.

·         Functions as an independent thinker and decision-maker while effectively collaborating within a matrixed organization.

·         Builds strong cross-functional partnerships, coordinates activities across teams, and drives alignment to achieve customer and business goals.

·         Communicates effectively through exceptional written and verbal communication skills, tailoring messages to customers and internal stakeholders.

·         Demonstrates proficiency in MRP systems to support customer requirements; experience with JD Edwards (JDE) is preferred.

·         Utilizes Microsoft Office applications, including Word, Excel, Teams, and Outlook, to communicate professionally, analyze business data, and develop customer-facing reports and summaries.

·         Maintains knowledge of export shipping methods, international logistics, and compliance requirements to support global customer needs.

·         Effectively navigates conflict, influences outcomes, and values diverse perspectives across functions both within and outside the organization.

·         Acts with a customer-focused mindset while balancing operational priorities and business objectives to deliver sustainable results

Qualifications

·         Bachelor’s degree preferred; equivalent education and experience will be considered.

·         Minimum 4 years of customer service, account management, or customer-facing business experience.

·         Experience in manufacturing, industrial, or B2B environments required.

·         Demonstrated success managing strategic customer relationships and driving business results.

Physical/Mental Requirements

·         Ability to work at a computer for extended periods.

·         Ability to travel as required.

·         Ability to lift up to 20 pounds occasionally.

·         Strong attention to detail and ability to analyze business information

Total Rewards

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefits-and-rewards/