Key Account Manager

Position Overview:

The Key Account Manager is the primary farmer and relationship owner for existing customers once programs reach production release. This role fosters ongoing expansion (new programs, upsells), ensures exceptional satisfaction, and drives revenue growth within assigned accounts while providing strategic oversight.

Responsibilities

• Serve as the senior point of contact for assigned key accounts, owning long-term strategy, quarterly business reviews, and roadmap planning
• Identify and develop new opportunities within existing accounts (e.g., follow-on programs, adjacent technologies, multi-site expansions)
• Collaborate with SAMs on pre-production discovery in current accounts when needed but retain primary ownership post-production
• Monitor program performance, escalate issues, and partner with Project Management/Operations to ensure on-time delivery, quality, and cost targets
• Monitor account KPIs (revenue, margin, customer satisfaction) and maintain accurate monthly sales forecasts in CRM too
• Drive customer retention (95%+ renewal rate) through proactive relationship management and value demonstrations
• Lead negotiations for expansions, pricing adjustments, and contract renewals, and technical conversations as required
• Collect voice-of-customer feedback to inform MPE's platform improvements and report metrics (e.g., NPS, expansion revenue)
• Support daily tactical needs in partnership with Inside Sales Representatives

Qualifications

• Bachelor's degree in engineering Discipline, Business, or related field
• 5–8+ years of account management or technical sales experience in MedTech/CDMO/medical device manufacturing
• Demonstrated success growing existing accounts (15–20%+ YoY expansion)
• Deep understanding of production-stage challenges in regulated environments (ISO 13485, FDA, supply chain)
• Strong interpersonal, problem-solving, and negotiation skills
• Experience with CRM and ERP systems
• Travel up to 30–40% for on-site reviews and relationship building