Elevator & Escalator Key Account Manager

Strategic Account Ownership Own overall relationship management for assigned strategic accounts, serving as the primary customer advocate and internal coordinator. Develop and execute account growth plans aligned with commercial objectives, including opportunity identification, forecasting, and pipeline visibility. Gain and maintain a deep understanding of customers’ business goals, challenges, and operating models to deliver tailored solutions. Cross‑Functional Leadership Lead cross‑functional coordination across sales, product, technical, logistics, marketing, and support teams to deliver integrated solutions and seamless customer experiences. Partner with Sales to align on customer commitments, ensuring clear, realistic expectations and transparent communication. Lead preparation and delivery of proposals, contracts, customer business reviews, and strategic presentations. Customer Experience & Issue Resolution Proactively manage customer expectations and risks by identifying issues early and coordinating timely resolution. Resolve customer complaints and escalations by engaging appropriate internal resources and driving solutions within agreed timeframes. Promote trust, credibility, and long‑term partnership through consistent follow‑through and communication. Process Improvement & Continuous Improvement Champion continuous improvement initiatives by gathering customer feedback and identifying opportunities to improve processes, tools, and ways of working. Support adoption of digital tools and standardized processes that improve alignment between customer needs and internal execution. Collaborate with customers and internal teams on joint process improvement and co‑innovation opportunities. Performance Management & Reporting Monitor account performance, key metrics, forecasts, and ordering trends; summarize insights and changes for management and sales. Maintain accurate and timely records of account activity, communications, and performance data in CRM systems (Salesforce) and ERP tools (SAP). Prepare and distribute required internal and customer‑facing reports. Market & Industry Engagement Stay current on industry trends, market conditions, and competitor activity relevant to assigned accounts. Participate in trade shows, conferences, and customer events, scheduling meetings with existing and prospective contacts. Promote and facilitate customer training sessions, site visits, and product education as appropriate. Critical Traits & Qualifications Bachelor’s degree in Business Administration, Marketing, Sales, or a related field. Typically 3+ years of experience in account management, sales, or customer‑facing commercial roles. Strong communication, negotiation, and interpersonal skills with the ability to influence across functions. Proven ability to analyze data, identify trends, and make data‑driven recommendations. Demonstrated experience with CRM systems (Salesforce), ERP tools (SAP), and Microsoft Office. Experience supporting process improvement, digital tool adoption, and change initiatives. Ability to travel as required. Key Competencies Relationship Building & Customer Focus Strategic Thinking & Problem Solving Cross‑Functional Collaboration Sales & Commercial Acumen Process Improvement Adaptability & Change Leadership #J-18808-Ljbffr