I/ IDENTIFICATION

JOB TITLE: Key Account Manager

FAMILY: Commercial

II. ROLE

Reporting to the Chief Sales and Programs Officer, the Key Account Manager (KAM) owns the strategic commercial relationship of the assigned customer portfolio and is accountable for commercial performance, customer satisfaction, profitability and long-term strategic growth.

The Key Account Manager provides leadership, coaching and guidance to the Program Managers, ensuring customer commitments are achieved while balancing operational capabilities, financial performance and strategic business objectives. Reviewing and reporting quarterly to the President program performance.

III. MISSIONS AND RESPONSIBILITIES

STRATEGIC RESPONSABILITIES

Develop long-term account growth strategies aligned with the company's strategic objectives.
Establish executive level relationships within customer organizations to strengthen long term partnerships.
Develop and execute the account strategy for assigned customers.
Identify growth opportunities and expand the business portfolio.
Maintain executive level customer relationships.
Lead commercial negotiations and contract discussions.
Own account profitability and long-term business performance.

COMMERCIAL LEADERSHIP

Own pricing strategy and commercial proposals.
Lead strategic negotiations regarding pricing, contracts, long-term agreements and commercial claims.
Coordinate bid and proposal activities with internal stakeholders.
Support forecasting of sales and future business opportunities.
Approve commercial priorities for assigned accounts.

CUSTOMER RELATIONSHIP MANAGEMENT

Act as the executive point of contact for assigned customers.
Serve as the executive escalation point for customer concerns requiring strategic decisions.
Monitor customer satisfaction and develop action plans.
Lead executive business reviews.
Maintain executive level relationships across customer organizations.
Escalate strategic customer issues internally.

PROGRAM LEADERSHIP

Establish business priorities for the Program Management organization.
Set performance expectations for Program Managers.
Coach and develop Program Managers.
Ensure alignment between commercial strategy and program execution.
Review Program Managers' KPIs and development plans.
Support succession planning within the Program organization.

CROSS-FUNCTIONAL LEADERSHIP

Coordinate with Operations, Engineering, Finance, Supply Chain and Quality.
Align commercial priorities with operational capabilities without compromising long-term customer relationships.
Support strategic decision-making affecting customer accounts.
Ensure customer expectations remain aligned with operational capabilities and strategic business objectives.

FINANCIAL PERFORMANCE

Own customer account profitability.
Monitor revenue performance.
Lead pricing strategy.
Drive margin improvement initiatives.
Lead annual business planning.
Review financial performance with Finance..

CONTINUOUS IMPROVEMENT

Drive customer satisfaction improvements.
Identify opportunities to improve the overall customer experience across the entire value stream.
Promote lessons learned across accounts.

SAFETY, COMPLIANCE & GOVERNANCE

Ensure compliance with company safety, environmental and operational policies.
Support safe work practices and promote a strong safety culture.
Ensure operational processes comply with company procedures, regulatory requirements and customer expectations.
Participate in audits and support closure of findings and corrective actions.
Maintain compliance with document control and planning governance standards.

V. KEY PERFORMANCE INDICATORS (KPIs)

Revenue
Gross Margin
Customer Satisfaction
Customer Retention
New Business Awards
Account Growth
Customer Scorecard
Program Portfolio Health

VI. AUTHORITY

Establish commercial priorities.
Define business priorities for Program Managers.
Escalate strategic customer issues.
Lead executive customer negotiations.
Approve account strategies.

VII. DECISION MAKING RESPONSIBILITIES

Approve commercial direction.
Prioritize strategic opportunities.
Lead executive negotiations.
Resolve strategic customer conflicts.
Recommend investment priorities for assigned customers.

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