Position Summary The Strategic Account Manager (SAM) is responsible for managing, growing, and strengthening relationships with the organization's most important customers. This role serves as the primary business partner to key accounts, ensuring customer satisfaction, driving revenue growth, identifying strategic opportunities, and aligning customer objectives with the company's products, services, and long-term strategy. The Strategic Account Manager works cross-functionally with sales, customer service, operations, supply chain, finance, and leadership teams to deliver exceptional customer experiences, maximize account value, and support customer retention and expansion.
Key Responsibilities
1. Customer Relationship Management :
• Serve as the primary contact for assigned key accounts regarding spare parts requirements.
• Build and maintain strong customer relationships to enhance satisfaction and long-term partnerships
• Conduct regular business reviews with customers. • Manage customer expectations related to delivery, inventory availability, and service levels.
• Proactively identify and resolve customer issues and escalations.
2. Inventory Management (Consignment & Billable Inventory)
• Manage customer consignment inventory and billable spare parts inventory.
• Monitor inventory levels to ensure optimal stock availability while minimizing excess and obsolete inventory.
• Drive inventory replenishment strategies based on consumption trends and customer requirements.
• Ensure inventory accuracy through regular reviews and reconciliation processes.
• Support inventory optimization initiatives to improve inventory turns and working capital.
3. Demand Planning & Forecasting
• Develop and maintain demand forecasts for:
• Install/Qual (IQ) • Warranty (W) • Recommended Spare Parts List (RSL)
• Maintenance Parts • Critical Spare Parts Lists • Analyze historical consumption data, equipment population, and maintenance plans to improve forecast accuracy.
• Collaborate with customers and internal stakeholders to identify upcoming demand fluctuations.
4.Stakeholder Coordination:
• Act as the liaison between customers and internal functions - Buyers / Procurement, Supply Chain,Planning, Logistics, Service Operations
• Coordinate actions to resolve supply constraints and expedite critical orders.
• Support continuous communication across stakeholders to ensure on-time delivery and customer satisfaction.
• Participate in supply reviews and operational planning meetings.
5. Reporting & KPI Management
. Own and report performance metrics for assigned accounts.
. Prepare and present regular operational and business performance reports.
. Track and drive improvements in key KPIs, including: Customer Satisfaction, Forecast Accuracy, Inventory Availability, Inventory Turns,Service Level / Fill Rate, Consignment Inventory Utilization, Revenue Growth from Spare Parts
Required Qualifications
• Bachelor's degree in Business, Sales, Marketing, Supply Chain, Operations, or related field.
• 7+ years of account management, customer success, sales, or strategic relationship management experience.
• Experience managing large, complex, or enterprise-level customer accounts.
• Strong business acumen and commercial management skills.
• Excellent communication and presentation skills.
• Ability to influence stakeholders at all organizational levels.
• Proficiency in CRM systems, Power BI, and Microsoft Office Suite.
• Travel to customer sites up to 50% of time
