Key Account Program Manager

Key Account Program Manager

The Key Account Program Manager (KAPM) is a key member of the AD&M Customer Excellence Team, responsible for driving customer experience and operational performance for assigned strategic accounts. The KAPM serves as the customer advocate and cross-functional integrator, connecting customer priorities with TE execution across Customer Service, Sales, Operations, Planning, Supply Chain, Product Management and other functions. The role proactively identifies risks, drives recovery and continuous improvement, and strengthens customer confidence through disciplined account and performance management.

Job Requirements:

• Serve as the Customer Excellence lead for assigned strategic accounts, providing visibility to customer priorities, commitments, risks and performance.
• Build strong customer relationships and lead regular performance, recovery and business-review activities.
• Monitor and improve key performance indicators, including On-Time Delivery, past-due backlog, backlog aging and recovery-plan performance.
• Own customer scorecards and performance reporting, reconcile customer and TE metrics, identify performance gaps, and drive corrective actions.
• Develop and lead formal customer recovery and Return-to-Green plans, establishing measurable actions, milestones, controls and accountability.
• Identify customer and supply risks early and mobilize cross-functional teams to implement mitigation and recovery plans.
• Lead critical customer escalations and recovery efforts, validating customer commitments, mobilizing the appropriate cross-functional teams, driving root-cause corrective actions, and ensuring sustainable improvement.
• Partner with Demand Management, Planning, Operations and Sales to align customer demand, forecasts, supply priorities and S&OP activities.
• Coordinate customer production-readiness and capacity assessments, partnering with manufacturing sites to identify operational risks and ensure timely closure of actions.
• Develop customer-specific analytics, burndowns and performance reporting while identifying opportunities to automate recurring analysis and improve visibility.
• Lead cross-functional continuous-improvement initiatives that strengthen the customer experience and make TE easier to do business with.
• Support customer-impacting changes, including product transfers, manufacturing relocations, ERP/system changes and other operational transitions.
• Drive clear ownership, accountability and follow-through across functions while serving as the voice of the customer within TE.

What your background should look like:

• Bachelor's degree or equivalent relevant experience.
• 3-5+ years of progressive experience in Customer Excellence, key account management, customer operations, supply chain, materials, program management or a related field.
• Demonstrated experience supporting large, complex and/or strategic customers.
• Strong customer relationship management and cross-functional leadership skills.
• Ability to influence and drive results across functions without direct authority.
• Strong analytical, communication, negotiation and problem-solving capabilities.
• Experience using performance metrics and data to identify risk and drive corrective actions.
• Working knowledge of ERP/business systems such as SAP and Microsoft Office.
• Ability to travel as needed to support customers and business requirements.

Compensation:

Competitive base salary commensurate with experience: $73,200-$109,800 (subject to change dependent on physical location)

Total Compensation = Base Salary + Incentive(s) + Benefits

Benefits:

A comprehensive benefits package including health insurance, 401(k), disability, life insurance, employee stock purchase plan, paid time off and voluntary benefits.

Job Locations: 2900 FULLING MILL RD MIDDLETOWN, Pennsylvania 17057-3144 United States Posting City: MIDDLETOWN Job Country: United States Travel Required: 10% to 25% Requisition ID: 161279 Workplace Type: Hybrid