Strategic Key Account Manager

Position Overview
:
The Strategic Key Account Manager protects, retains, and grows assigned customer relationships through disciplined inside account management and purposeful field engagement.

The role broadens relationship coverage, captures institutional customer and application knowledge, conducts annual parts reviews, creates qualified aftermarket opportunities, gathers Voice of Customer feedback, and maintains reliable Hub Spot CRM records.

This is the account-growth and external succession-protection role within the future ITS sales model. It is not the primary net-new customer acquisition role.

Responsibilities:

This list of duties and responsibilities is not all-inclusive and may expand to include other duties and responsibilities, as management may deem necessary from time to time.

Account Ownership

• Own assigned strategic and house accounts.
• Maintain current account plans, priorities, risks, commitments, and next steps.
• Develop a clear understanding of the customer’s business, installed equipment, applications, operating priorities, and future plans.
• Coordinate appropriate ITS resources to support customer needs.

Customer Relationship Protection and Relationship Expansion

• Protect customer continuity during employee retirements, turnover, or account transitions.
• Reduce dependence on a single ITS employee or a single customer contact.
• Build meaningful relationships across relevant customer departments
• Identify relationship gaps within assigned accounts.
• Create purposeful connections that improve customer continuity, technical access, operational knowledge, purchasing access, executive sponsorship and backup relationship coverag

Customer Engagement

• Conduct purposeful customer calls and site visits.
• Lead selected formal account reviews and Quarterly Business Reviews.
• Prepare clear meeting objectives and agendas.
• Document decisions, commitments, action owners, and due dates.
  Follow through on customer and internal commitments.

Voice of Customer

• Conduct structured Voice of Customer conversations.
• Capture customer feedback, expectations, risks, dissatisfaction, and improvement opportunities.
• Share relevant feedback with appropriate ITS functions.
  Use customer feedback to improve account plans and service delivery.

Annual Parts Reviews

• Prepare for and conduct annual parts reviews using the approved ITS Annual Parts Review Guide and Checklist.
• Review installed equipment, critical and recommended spares, component availability, obsolescence risks, maintenance needs, service needs, and retrofit and modernization opportunities

Qualified Aftermarket Opportunity Creation

• Identify, qualify, and advance sales opportunities for aftermarket products and services, including parts, service, audits, inspections, training, retrofits, modernizations, and capital equipment.
• Create and document a sales opportunity once a customer need is identified and validated, key contacts and next steps are confirmed, all required Hub Spot CRM information is completed, and the opportunity has been reviewed with management.
• Maintain accurate opportunity stage, value or range when available, owner, timing, and next action.

Hub Spot CRM Discipline

• Maintain accurate, up-to-date customer and opportunity records, including contacts, activities, risks, decisions, and next steps, while ensuring customer insights are documented and accessible across the organization.

Cross-Functional Coordination

• Collaborate with cross-functional teams, including Technical Sales, Parts, Service, Engineering, Operations, Project Management, and Leadership, to ensure clear ownership, timely execution, and accurate communication of customer commitments.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.…