Strategic Accounts Manager

The Strategic Accounts Manager (SAM) serves as the primary business partner for Yellowhouse's largest and most strategic customers. This role is responsible for maximizing customer equipment uptime, improving fleet performance, and delivering exceptional product support through proactive account management, data-driven insights, and cross-functional coordination. The Strategic Accounts Manager acts as the bridge between the customer, Yellowhouse departments, and John Deere resources to ensure customers achieve the highest possible return on their equipment investment. Through regular fleet analysis, preventive maintenance planning, equipment inspections, performance reporting, and executive-level business reviews, the SAM develops long-term partnerships that drive customer success, retention, and profitable growth.

Reports to: Regional Product Support Manager

Strategic Account Management

• Develop and maintain trusted relationships with assigned strategic customers.
• Serve as the primary point of contact for fleet performance and product support initiatives.
• Identify opportunities to improve equipment utilization, uptime, reliability, and operating costs.
• Lead Quarterly Business Reviews (QBRs) with customer leadership teams and internal stakeholders.
• Collaborate with Territory Sales Managers and dealership leadership to align support strategies with customer business objectives.

Fleet Performance & Equipment Health

• Monitor customer fleets utilizing telematics and connected machine technologies.
• Analyze fleet utilization, machine health, maintenance trends, and downtime events.
• Proactively identify risks and recommend corrective actions before failures occur.
• Coordinate equipment inspections and condition monitoring programs.
• Assist customers with maintenance planning, lifecycle management, and fleet optimization strategies.

Product Support Coordination

• Coordinate service, parts, warranty, and technical support activities across dealership departments.
• Track and communicate the status of work orders, repairs, maintenance activities, and support programs.
• Facilitate the timely resolution of machine alerts, technical issues, and product improvement programs.
• Coordinate resources required to minimize customer downtime and maximize fleet availability.

Customer Reporting & Communication

• Deliver regular performance reports and business updates to customers.
• Provide fleet health analysis, maintenance recommendations, and operational insights.
• Communicate product support initiatives, campaigns, warranty opportunities, and equipment lifecycle recommendations.
• Maintain accurate records of customer interactions, opportunities, and action plans.

Continuous Improvement & Business Growth

• Identify opportunities to increase customer value through proactive product support solutions.
• Support growth of service, parts, and maintenance programs within assigned accounts.
• Partner with internal teams to improve customer experience and operational performance.
• Contribute to customer retention, revenue growth, and long-term account development.

Qualifications

Preferred Experience

• Experience in construction, agricultural, heavy equipment, diesel, or related industries.
• Strong understanding of equipment maintenance, service operations, and fleet management principles.
• Experience working directly with customers in a consultative or account management capacity.
• Knowledge of telematics systems, fleet monitoring tools, and equipment performance analytics.
• Relationship building and customer engagement
• Strategic thinking and problem solving
• Equipment and fleet performance analysis
• Project coordination and execution
• Communication and presentation skills
• Organizational and time management skills
• Data analysis and reporting

Key Performance Indicators

Success in this role will be measured through:

• Fleet uptime and availability
• Customer retention and satisfaction
• Completion of fleet inspections and condition assessments
• Resolution and closure of machine alerts and support actions
• Growth of service, parts, and product support revenue within assigned accounts
• Quality and effectiveness of Quarterly Business Reviews
• Achievement of account-specific performance objectives

What Success Looks Like

A successful Strategic Accounts Manager is viewed by customers as a trusted advisor rather than a vendor. They proactively identify issues before they become problems, leverage data to improve fleet performance, coordinate resources to minimize downtime, and consistently deliver value that strengthens customer relationships and drives long-term business growth.