Key Account Partner

IDEX•West Henrietta, NY

About The Position

The Key Account Partner (KAP) manages and strengthens relationships with IDEX Health & Science’s top-tier Super 80 and 80’s customers. Working with cross-functional teams and a Commercial counterpart, the KAP serves as the primary customer advocate and central point of contact, coordinating customer inquiries, issue resolution, account requirements, and proactive engagement. The role independently manages complex, matrixed customer relationships and uses account management expertise, judgment, and problem-solving to address customer needs, support retention and growth, and improve operational effectiveness. The KAP develops account plans and communication strategies, coordinates customer activities through business systems and procedures, forecasts demand, and works with internal teams to resolve issues and identify growth opportunities. The position represents IDEX Health & Science with customers and internal stakeholders and requires domestic and international travel as needed. The role may be based in West Henrietta, New York, or remotely.

Requirements

At least 4 years of customer service, account management, or customer-facing business experience.
Experience in manufacturing, industrial, or B2B environments.
Demonstrated success managing strategic customer relationships and driving business results.
Strong written and verbal communication skills.
Ability to analyze complex information and make sound business decisions independently.
Ability to resolve complex customer and operational issues and manage conflict effectively.
Ability to manage projects autonomously from initiation through completion.
Strong business acumen and ability to balance customer needs, operational priorities, and business objectives.
Proficiency in MRP systems.
Proficiency with Microsoft Word, Excel, Teams, and Outlook.
Knowledge of export shipping methods, international logistics, and compliance requirements.
Ability to work at a computer for extended periods.
Ability to travel as required.
Ability to lift up to 20 pounds occasionally.
Strong attention to detail and ability to analyze business information.

Nice To Haves

Bachelor’s degree; equivalent education and experience will be considered.
Experience with JD Edwards (JDE).

Responsibilities

Make independent business decisions on behalf of Customer Service that support customer satisfaction, operational performance, and business objectives.
Develop and execute account plans and customer management strategies aligned with business goals and growth initiatives.
Build and maintain relationships with assigned key accounts through proactive engagement and consistent communication.
Develop and manage communication plans for customers and internal stakeholders.
Collaborate with Regional Sales Managers, Product Managers, Operations leadership, and other cross-functional teams on customer strategies.
Coordinate customer activities and requirements through ERP systems, project management tools, export compliance processes, and ISO procedures.
Develop strategic ordering plans that align customer needs with products and profitable growth.
Forecast customer demand, ordering patterns, and market trends, and adjust strategies to optimize monthly and quarterly results.
Monitor customer requirements, business conditions, and competitive activity, and recommend actions to protect and expand customer relationships.
Partner with Commercial, Product Management, and Sales teams to identify growth opportunities and develop accounts.
Analyze customer requests, operational constraints, and delivery requirements, and collaborate with Operations leadership on solutions.
Resolve complex customer issues and manage conflict using sound judgment and problem-solving skills.
Recommend, develop, implement, and improve customer service, sales support, and operational processes.
Maintain knowledge of products, pricing, customer service processes, part numbering systems, and cross-reference information.
Serve as a subject matter resource for customers and internal stakeholders on products, processes, and account requirements.
Represent IH&S and IDEX during customer visits, business reviews, audits, trade events, and domestic and international business unit meetings.
Travel domestically and internationally as required to support customers, business objectives, and cross-functional initiatives.
Maintain professional and technical expertise through training, product education, industry research, and company communications.
Participate in product and technical training and maintain knowledge of current and new products.
Support continuous improvement and departmental, commercial, and organizational performance objectives.
Perform other duties and special projects as assigned.