ROLE PURPOSEThe Key Account Success Manager owns the ongoing customer experience and operational account relationship for assigned strategic customers after programs enter steady-state production. As the primary point of contact, this role builds customer confidence through proactive communication, reliable execution, and transparent performance reporting. Working across Commercial, Supply Chain, Manufacturing, Quality, Engineering, and Program Management, the role translates customer demand into actionable internal priorities, facilitates issue resolution, and supports retention and growth of existing business.
KEY RESPONSIBILITIES & ACCOUNTABILITIES Strategic Customer Ownership & Relationships- Serve as the primary customer contact for assigned strategic accounts in steady-state production, building trusted relationships and understanding evolving customer needs
- Advocate for customers internally while balancing delivery, quality, capacity, and financial considerations with Elevaris business priorities
- Lead proactive customer communication regarding operational performance, emerging risks, program needs, and agreed actions
- Accountable for strong strategic account relationships, clear ownership, and customer confidence in Elevaris
Forecasting, PO Coverage & Revenue Visibility- Obtain and maintain customer forecasts and purchase order schedules; assess purchasing trends and communicate demand changes to Supply Chain
- Monitor purchase order coverage, backlog, and revenue versus plan for assigned accounts; flag gaps and risks to Production, Commercial, and Finance
- Support annual budgeting and revenue forecasting with accurate customer inputs and timely analysis of changing demand
- Accountable for reliable account-level demand visibility, PO coverage tracking, and proactive escalation of revenue risks
Customer Commitments & Operational Coordination- Coordinate customer setup, contract review, order confirmations, order fulfillment, and shipment visibility with account specialists and operational partners
- Work with Planning, Manufacturing, Shipping, and Supply Chain to clarify delivery commitments, address backorders, and communicate changes promptly
- Coordinate domestic and international shipment requirements and ensure required customer documentation is complete and accessible
- Accountable for timely customer-facing follow-through and coordinated execution of commitments within approved authority
Performance Reviews & Business Insights- Track and communicate account performance measures including OTD, OTIF, backlog, quality performance, and purchasing trends
- Lead preparation and delivery of Quarterly Business Reviews and other strategic customer meetings covering performance, forecasts, capacity, risks, and improvements
- Translate review outcomes into cross-functional action plans, monitor owners and due dates, and report progress to customers
- Accountable for accurate customer performance visibility and meaningful follow-through on business review commitments
Issue Resolution & Cross-Functional Escalation- Identify risks to customer delivery, quality, capacity, or commercial commitments and coordinate timely recovery plans with accountable functions
- Partner with QARA on complaints, CAPAs, SCARs, and quality-related customer communication without independently determining technical outcomes
- Engage Commercial, Engineering, Program Management, and operations on changes, customer requests, and complex issues; escalate material risks promptly
- Accountable for clear, timely escalation, transparent customer communication, and closure of assigned customer actions
Program Handoffs & Continuous Improvement- Participate in NPI-to-steady-state handoffs and confirm that account requirements, contacts, commitments, and open issues are understood
- Identify recurring account service issues and recommend process, communication, and workflow improvements
- Coordinate and guide Customer Account Specialists and Customer Operations Specialists on delegated account activities and follow-up
- Accountable for continuity of service after program handoff and measurable improvement in assigned account experience
DECISION RIGHTS & KEY RELATIONSHIPS- Decide: Manage day-to-day strategic account communications, customer reviews, and follow-up priorities within approved commercial and operational commitments
- Partner: Coordinate with Commercial, Planning, Supply Chain, Manufacturing, Shipping, Finance, Engineering, Program Management, and QARA
- Coordinate: Direct agreed customer account tasks to specialists; provide forecast, PO coverage, and performance signals to responsible functions
- Escalate: Raise material delivery, quality, pricing, capacity, contract, or revenue risks; do not independently override functional or commercial approvals
WHAT SUCCESS LOOKS LIKE- Strategic customers receive proactive communication, clear ownership, and consistent follow-through
- QBRs and customer action plans provide accurate KPIs and drive timely resolution of commitments
- Forecasts, PO coverage, backlog, and revenue risks are visible and communicated early
- At-risk deliveries and customer concerns are escalated promptly with coordinated recovery actions
- Steady-state program transitions and account processes are smooth and continuously improved
CAPABILITIES & QUALIFICATIONSMinimum Requirements- Education: Relevant postsecondary education or equivalent practical experience.
- Experience: 5+ years in strategic account management, customer service, or commercial/operational account management, including experience coordinating manufacturing-related customer requirements.
- Technical/Functional Skills: Strategic account management; forecasting and PO coverage; OTD/OTIF and backlog reporting; customer reviews; ERP/CRM use; cross-functional issue resolution; excellent communication and analytical skills.
- Language Requirements: Professional English communication skills for customer and internal coordination.
Preferred Qualifications- Medical device or other regulated manufacturing/customer documentation experience.
- Experience supporting global strategic accounts, QBRs, and NPI-to-production transitions.
- NetSuite or similar ERP experience.
HOW WE WORKAt Elevaris, what we accomplish matters - and so does how we accomplish it. Every employee is expected to demonstrate our
Values of Integrity, Invested, Inclusion and Ingenuity through their everyday decisions, behaviors and interactions.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTSThe physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodation may be made in accordance with applicable local laws.
- Regular use of computer and communication tools
- Ability to work independently and/or in a team environment
- Additional requirements may vary by role and location
The pay range for this role is:
95,000 - 115,000 USD per year (Wilmington MA)
