Director of Account Management

Job Details

Job Location
Magnum Bldg 1 - Elkhart, IN

Remote Type
Hybrid

Description

Mission:

This position oversees the Account Management department, which is the main point of contact with existing customers. This position is responsible for managing the Account Managers and Part Lifecycle Managers, with the objective of maintaining and growing revenue and profitability of existing programs.

Key Outcomes:

OUTCOME: Meet and exceed sales and gross profit targets

• Meet company-wide quarterly sales and gross profit quota targets.
• Retain and grow existing programs through delighting customers.
• Collaborate with Business Development and internal solutions team to execute new programs and larger RFQs.

OUTCOME: Manage team of Account Managers (AMs) and Part Lifecycle Managers (PLMs)

• Hire, develop, coach, and train team members.
• Equip team members with technology and work instructions to complete tasks effectively.
• Set SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) to measure performance of AMs and PLMs.
• Collaborate with Business Development leader to map team members to customer assignments.
• Provide vision and leadership on needs and direction of Account Management function.

OUTCOME: Own Customer Scorecards and 'Voice of Customer'

• Track and improve Customer Scorecard metrics.
• Minimize "red" Customer Scorecard ratings through pro-active issue triage.
• Collaborate with Quality, Operations, Supply Chain, and other functions to improve "red" Customer Scorecards.
• Elevate 'Voice of Customer' throughout organization.
• Support the continuous improvement process to resolve backorder, quality or other customer issues.
• Facilitate recurring internal Customer Scorecard meetings.

OUTCOME: Optimize efficiency of team and processes

• Seek process and customer experience improvements through technology and workflow enhancements.
• Serve as subject matter expert on internal systems, customer portals and systems, and industry best practices.
• Collaborate with internal support functions such as IT and Quality to implement improvements.

OUTCOME: Support project management throughout part lifecycle

• Create and maintain the ticketing system for part lifecycle activity (launches, revisions, terminations).
• Collaborate with customer partners and AMs to understand the customer's vision and break it down into an actionable tickets for PLM.
• Support Part Lifecycle Managers in procuring all information needed to launch new parts. This includes projected forecast, artwork requirements, quote information and any other item needed to initiate part launches or revision.
• Participate in Advanced Product Quality Planning Process Meetings with the launch team.

Qualifications

Strengths:

• Minimum 7+ years of applicable experience required.
• Experience managing customer projects, programs, and/or product development.
• Proven track-record of managing and developing people.
• Process-focused; track-record of designing and implementing processes that improve results and make teams and customers happier.
• Intermediate to advanced computer skills required, including Excel, Power BI, and other business programs as required.
• Ability to analyze data, think critically, problem solve, and focus on proactive activities to prevent quality issues.
• History of working with project management tools preferred (e.g., Monday.com, Trello, JIRA, etc.)
• Strong collaborative skills, flexibility and the ability to communicate effectively with all levels of employees throughout the organization, verbally and in writing.
• Experience working with Sales, Engineering, Regulatory Compliance, Supply Chain, Production, and Distribution teams preferred.
• Experience with customer portals and ERP systems
• Bachelor's degree
• Ability to travel as needed up to 20%

About Kem Krest:

Kem Krest is a certified minority-owned business (MBE) and leading provider of Total Program Management for our customers through Supply Chain Optimization, Chemical Packaging, End-to-End Fulfillment and Aftersales Solutions. We have over 45 years of experience working with Original Equipment Manufacturers (OEMs) in the Automotive, Agricultural, Power Sports, Heavy Duty, Retail and Defense industries.

Kem Krest has 12 locations throughout the U.S. and Canada: Indiana (Elkhart, Bristol, Carmel); Michigan (Brighton, Fowlerville); Wisconsin (Pleasant Prairie); Arizona (Phoenix); Ontario (Oakville); and Alberta (Edmonton).

Our Culture:
At Kem Krest, we're inspired by hardworking people who want to impact our industry and community. Our team members are the key to our company's success and essential to our promise: "Customer Focused, Solutions Driven".

Our workplace embraces fun and celebrates achievement. We invest in people. We employ those who share our passion/mission and work to enrich our business model. We understand that each member of the team is a representative of our organization. We foster an inclusive environment that allows for expression of ideas and creativity. We serve our communities and manage our organization through the principles of servant leadership. We maintain a "Customer First / Associate First" philosophy.

Benefits:

• Competitive Pay
• Generous PTO (Paid Time Off) and Paid Holidays
• Profit Sharing Program
• Healthcare Insurance Coverage Plans
• Company Paid Life Insurance
• Tuition Assistance
• Matching 401k Program
• Company Parties, Events and focus on FUN!

Location: Concord, IN, US

Posted Date: 11/22/2024