Strategic Account Manager

Strategic Account Manager

The Strategic Account Manager is responsible for managing customer account daily activities and provides expertise in tactical decisions, with an understanding of corporate and long-term vision regarding our accounts. The Strategic Account Manager role must balance customer needs with business strategic objectives. This position is responsible for Service Excellence (right product, in the right place, at the right time) Account Growth with respect to Rest of Market (ROM) and managing inventory (product orders and returns) to targeted levels. The Strategic Account Manager is responsible for collaborating with members of SMP Business Units to develop and execute customer-specific account plans for improving efficiency, profitability and customer satisfaction. This role will also assist in commercial sales, and sales administration activities. The Strategic Account Manager reports to the Director of Strategic Accounts Sales.

Key Responsibilities

• Customer Relationship - Serve as daily customer interface maintaining a strong working relationship with the Merchandising, Supply Chain, Continuous Improvement and Logistics teams to ensure customer commitments are met or exceeded
• Sales – quote and negotiate new business by product line and segments. Negotiate Contracts, Vendor Agreements and resolution of issues. Close Sales Agreements
• Coordinating New Business - Transition of newly awarded business and new item setup, announce new product and part offerings. Subject Matter Expert in core product lines
• Pricing - Understand and apply pricing policy and procedures. Ensure accurate and timely invoicing. Accountable for timely pricing administration activities.
• Forecasting – Collaborate with SCM, Demand Planning and VMI Ordering Teams to manage forecast administration including data input for monthly demand planning processes. Validate and manage allocation activities
• Funding and Trade Promotion Management – Negotiates with customer to establish a clear level of funding to support defined initiative. Responsible for working with Division Finance Teams for accruals, approvals and disputes of customer funding deductions
• Credit – Assist Credit team with account payment and receivable issues
• Initiatives – Develop customer account initiatives and lead implementation with support of customer account team. Implement, sustain, and communicate SMP and customer KPI's
• Service Level Execution – Understand customer needs and service expectations. Ensure clear, proactive and effective communication to deliver outstanding customer service to both internal and external customers
• Claims - Process warranty and labor claims in system. Provide support and issue resolution. Act as liaison between internal parties to provide thorough customer feedback
• Vendor Agreements – Coordinate and facilitate changes to existing agreements
• Customer Analytics – Perform advanced customer analytics i.e.; cost to serve, profitability, value stream mapping, customer value management, etc
• Negotiation – Negotiate Contracts, Vendor Agreements, and resolution of issues
• Training – coordinate in-person and virtual commercial technician training with Corporate Training Center. Schedule and execute customer Category Manager and TSM training
• Travel and Event Coordinator – Develop and lead customer trips to SMP Business Units, Top to Top Meetings, Vendor Summit and National Sales Meeting
• Marketing – Development of product sell sheets, video and visual aids. Content/Catalog deliverables

Requirements:

• 5+ years of industry experience; Bachelor's Degree in related field preferred
• Excellent communication and interpersonal skills including cross cultural
• Language Skills – English verbal and written required
• Exhibits strong customer focus and relationship skills
• Strong analytical and problem-solving skills
• Category Management and Business Insights are critical
• Expert understanding of Product, Application and Feature and Benefits
• Proficiency in order management processing, Subject Matter Expert in data and catalog information delivery
• Proficiency in Microsoft Office, CRM and Financial Analysis
• Strong technical skills in SMP and competitor product offerings
• Proven ability to work successfully in a team environment
• Ability to work in a global environment with multinational team and customers.
• Self-starter with the ability to work under pressure, handling multiple tasks in a fast-paced environment

Competencies

• Dealing with Ambiguity
• Perseverance
• Interpersonal savvy
• Self-developed
• Drive for results
• Timely Decision Making
• Negotiating
• Organizing
• Problem Solving
• Business Acumen
• Customer Focus