Customer Strategy & Relationship Management
Develop and execute account strategies aligned with Business Line objectives.
Build and maintain relationships with Senior Director, VP, SVP and Executive-level customer stakeholders.
Drive customer retention, satisfaction and long-term partnership development.
Represent the voice of the customer within the organization.
Act as the executive point of contact and escalation path for strategic customers.
For customers operating across multiple business lines, ensure alignment and coordination across the broader organization and serve as the primary escalation point for commercial and operational issues, regardless of the originating business line.
Commercial Performance & Profitability
Own revenue, margin and profitability performance across the account portfolio.
Lead contract negotiations, pricing discussions and price increase implementation.
Drive account expansion through upselling and portfolio growth opportunities.
Balance customer needs with business objectives and operational realities.
Lifecycle Management
Customer facing for successful lifecycle management from product introduction through end-of-life.
Ensure customer alignment and commercial closure and product phase-outs.
Collaborate with Development, Technology, Operations and Quality teams to ensure delivery performance and business continuity.
Translate customer feedback, quality concerns and improvement priorities into internal actions through QLTCs and other governance processes.
Leadership & Organization Development
Lead and develop a team of (Key) Account Managers.
Foster a customer-centric, high-performance culture.