Strategic Account Specialist

Job Description

Job Description

At Cadence, Inc., we’re more than a manufacturer — we’re a partner in improving lives. As a contract manufacturer of medical and life science devices, we help the world’s leading healthcare companies bring innovative, life-saving technologies to patients faster and with precision. Our team of 800+ employees across the U.S. and Costa Rica is united by one mission: advancing patient outcomes through excellence in manufacturing. 

Position Summary

The Staunton VA onsite Strategic Account Specialist is a highly visible, results-driven role responsible for managing and growing key customer relationships while ensuring flawless execution of customer commitments. This individual serves as the primary operational liaison for strategic accounts, driving customer satisfaction, retention, revenue growth, and operational performance.

The successful candidate will have a proven track record of delivering measurable business results, influencing cross-functional teams, resolving complex customer challenges, and driving accountability across the organization. This role requires a proactive leader who can anticipate customer needs, mitigate risk, and translate customer requirements into actionable business solutions.

What Success Looks Like

The ideal candidate has demonstrated success in:

• Managing high-value customer relationships and serving as a trusted business partner.
• Driving measurable improvements in customer satisfaction, retention, on-time delivery, and overall account performance.
• Successfully coordinating cross-functional teams to achieve customer and business objectives.
• Navigating complex manufacturing, supply chain, or operational challenges while maintaining customer confidence.
• Delivering results in fast-paced environments where urgency, accountability, and attention to detail are critical.
• Identifying and implementing process improvements that enhance efficiency, responsiveness, and customer experience.

Key Responsibilities:

Drive Strategic Customer Success

• Own relationships with assigned strategic accounts and serve as the primary point of contact for operational and commercial matters.
• Build credibility and trust through responsiveness, execution, and consistent delivery of commitments.
• Develop a thorough understanding of customer business objectives, operational requirements, and future needs.
• Identify opportunities to strengthen partnerships, expand business, and create additional value for customers.

Deliver Results Through Operational Excellence

• Own the full order management lifecycle, ensuring accuracy, responsiveness, and proactive communication.
• Commit delivery dates and quantities while ensuring alignment between customer expectations and operational capabilities.
• Monitor demand changes, capacity risks, and supply challenges, driving timely resolution and customer communication.
• Hold internal stakeholders accountable for meeting commitments and escalating issues when necessary.

Lead Customer Retention and Growth

• Drive customer retention through exceptional service, problem resolution, and proactive account management.
• Conduct regular business reviews and customer meetings focused on performance, risks, opportunities, and continuous improvement.
• Partner with customers to identify solutions that support their success while driving business growth for Cadence.
• Pursue opportunities to increase revenue through expanded programs, additional services, and new business development.

Champion Continuous Improvement

• Analyze customer concerns, recurring issues, and service gaps to identify improvement opportunities.
• Lead cross-functional initiatives to improve responsiveness, reduce waste, increase efficiency, and enhance customer experience.
• Develop and implement standardized processes that improve consistency and scalability across the organization.
• Measure and communicate the effectiveness of improvement initiatives through data and outcomes.

Act as the Voice of the Customer

• Advocate for customer needs across Operations, Engineering, Quality, Planning, and Sales.
• Translate customer feedback into actionable recommendations for process, product, and service improvements.
• Build alignment among internal stakeholders to ensure customer requirements are understood and executed effectively.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Operations, Engineering, or a related field preferred.
• Minimum 5 years of experience in strategic account management, customer operations, supply chain, program management, or a related customer-facing role within a manufacturing environment.
• Proven track record of delivering measurable results in customer satisfaction, account growth, business retention, operational performance, or process improvement.
• Demonstrated ability to influence cross-functional teams and drive accountability without direct authority.
• Strong analytical skills with experience using data to identify risks, solve problems, and drive decision-making.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Experience managing high-priority customer accounts in a fast-paced, deadline-driven environment.

Why Join Us?

• Play a direct role in manufacturing life-changing medical devices.
• Be part of a culture that values continuous improvement and technical excellence.
• Competitive compensation, comprehensive benefits, and career advancement opportunities.

If you enjoy solving business challenges, exceeding customer expectations, and delivering measurable results, we'd love to hear from you!Apply today to join the Cadence team as a Strategic Account Specialist!

Consistent with Cadence's career architecture, this position may be staffed at varying experience levels. Criteria evaluated when determining level and compensation is based on experience, skills, and other job-related factors.