Account Manager Canada

SDI•Bentonville, AR

3d•Hybrid

About The Position

This Account Manager position at SDI is a hybrid role, serving clients in Mississauga, Ontario, with the flexibility to work remotely from home 50% of the time and travel up to 50% to manage multiple client locations. Reporting to the SVP, Digital Supply Chain Program, the Account Manager is responsible for ensuring overall client satisfaction, successful delivery of SDI's value proposition, and fulfillment of contractual obligations for assigned strategic client accounts. These accounts are characterized by multiple locations and complex operating models. The role acts as both a client advocate within SDI and a strategic business partner, leveraging expertise in procurement, digital supply, inventory management, and operations to represent SDI as a subject matter expert. The Account Manager will manage client relationships, drive transactional and tactical excellence, and ensure best-in-class performance across assigned accounts. Key responsibilities include delivering performance management programs, presenting KPIs and service delivery to client management, and capturing/interpreting metrics for continuous improvement. The role also involves administering services to SLAs, resolving transactional issues, and working within a matrix organization to achieve objectives. Financial management, including delivering to annual revenue, expense, and profit goals, as well as project management for client initiatives, are also critical aspects of this role.

Requirements

Bachelor’s degree in Supply Chain Management, Engineering, Business, or related field or equivalent work experience.
Comfort and experience in analyzing data to understand and define program direction, objectives, and measuring results.
Advanced skills in PowerPoint, Excel, and Word, or equivalent office suite.
Ability and comfort to develop complete end-to-end customer presentations.
End-to-End knowledge of the complete procure-to-pay transactional life cycle from an SAP or similar ERP perspective.
3 years’ experience in Integrated Supply or adjacent space (i.e., Logistics, Distribution, Supply Chain with some knowledge of indirect materials).
5+ years of client management experience, including knowledge of sourcing and inventory control of indirect materials.
3+ years direct client-facing experience required.
Must have experience utilizing and defining current technology to deliver client automated visibility to supply and fulfillment, including eCommerce plugins, personalized recommendation engines, advanced analytics services, inventory tracking solutions, custom product builders, chatbots etc.
Demonstrated leadership competencies with excellent written and verbal communication.
Hands-on manager not afraid to roll-up sleeves to perform duties to get the job done.
Proven ability to operate with a high degree of autonomy and professionalism.
Executive presence, superior presentation skills, comfortable presenting to senior leadership.
Strong organizational, time management, and people management skills.
Six Sigma certification preferred, exposure/knowledge required. Other process methodologies such as Lean Manufacturing, etc. will also be considered.
Process-oriented, strong analytical skills.
Bilingual English and French.

Nice To Haves

Six Sigma certification preferred, exposure/knowledge required. Other process methodologies such as Lean Manufacturing, etc. will also be considered.

Responsibilities

Ensure overall client satisfaction on a day-to-day basis.
Oversee successful and smooth delivery of SDI’s value proposition.
Fulfill all contractual obligations for assigned client(s).
Act as the client advocate with SDI corporate.
Drive transactional and tactical excellence.
Act as a strategic business partner to clients.
Leverage knowledge of procurement, digital supply, inventory management, and operations experience to represent SDI as the subject matter expert.
Interact directly with a diverse team responsible for delivering SDI's value proposition.
Ensure best-in-class performance across assigned accounts with multiple site locations.
Effectively deliver the performance management program to all client employees.
Prepare and facilitate the program’s direction and present the program’s KPIs, milestones, and service delivery to the customer’s management team.
Function as the primary client interface.
Capture, interpret, and drive continuous improvement of established site metrics and key performance indicators (KPI’s).
Administer and deliver services to established service level agreements at the site level.
Ensure all local transactional issues, such as purchase order and invoice issues, are resolved quickly and effectively.
Work within a matrix organization to drive stated objectives.
Manage financial responsibilities for each client and site location, delivering to annual revenue, expense, and profit goals.
Align organizational strategy to specific plans to deliver results.
Utilize project management experience to control innovative projects being delivered at each client location.
Utilize and define current technology to deliver client automated visibility to supply and fulfillment (e.g., eCommerce plugins, recommendation engines, analytics, inventory tracking, chatbots).
Champion organizational initiatives across the value delivery system (clients, internal operations, site staff).
Operate with a high degree of autonomy and professionalism.
Deliver the strategic vision and goals, and ensure execution of client delivery strategies (inventory management, procurement, continuous improvement, reporting).
Manage established metrics and KPIs and identify site-specific areas for improvement.
Deliver revenue, expense, and profit results at or above corporate goals.
Identify innovative client solutions and potential new opportunities (e.g., engineering services, POU technology).
Approve all site-related expenses (expense reports, usage, invoices for temporary workers).
Deliver the performance management program at the site level and ensure it is embraced.
Identify metrics, tools, and processes to optimize site activities.
Develop and implement protocols and practices to ensure effectiveness and efficiency of strategic initiatives.
Collaborate with functional leaders to establish short and long-term business objectives.
Develop and manage strategic business relationships to enable corporate growth strategy, revenue targets, and savings plans.
Partner with central operations (sourcing, procurement, finance) to deliver client satisfaction and resolve transactional issues.
Drive continuous improvement and business results through Six Sigma, SOPs, data analysis, business process re-engineering, and new technology implementation.
Deliver operational best practices and contribute to creating a world-class integrated supply service delivery organization.
Develop a high-performance client-facing team responsible for interfacing with business and internal SDI partners.
Serve as the primary liaison between site resources and corporate headquarters.