Key Account Partner

IDEX Corporation•Town of Henrietta, NY

3d•$69,200 - $103,800

About The Position

The Key Account Partner (KAP) is a strategic, self-reliant role responsible for managing and strengthening relationships with IDEX Health & Science’s top-tier Super 80 and 80’s customers. Working collaboratively with cross-functional teams and in partnership with a Commercial counterpart, the KAP serves as the primary customer advocate and central point of contact, helping ensure a seamless customer experience. The KAP independently manages all facets of complex customer relationships, including inquiries, issue resolution, account coordination, and proactive engagement. The role uses account management expertise, sound judgment, and problem-solving skills to address customer needs, support satisfaction and retention, and contribute to growth. It also identifies process improvements, anticipates customer challenges, and implements solutions that improve operational effectiveness and customer partnerships. The position is based in West Henrietta, New York, or may be remote. Domestic and international travel is required as needed. The salary range is $69,200 to $103,800, depending on experience, and the position may be eligible for a performance-based bonus. The role is for an existing vacancy.

Requirements

Minimum 4 years of customer service, account management, or customer-facing business experience.
Experience in manufacturing, industrial, or B2B environments is required.
Demonstrated success managing strategic customer relationships and driving business results.
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.
Strong written and verbal communication, problem-solving, decision-making, and relationship-building abilities.
Proficiency with Microsoft Office applications, including Word, Excel, Teams, and Outlook.
Knowledge of export shipping methods, international logistics, and compliance requirements to support global customer needs.

Nice To Haves

Bachelor’s degree preferred; equivalent education and experience will be considered.
Experience with JD Edwards (JDE) is preferred.
Proficiency in MRP systems to support customer requirements.

Responsibilities

Make sound business decisions on behalf of Customer Service that support customer satisfaction, operational performance, and business objectives.
Develop, implement, 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 timely, effective communication with customers and internal stakeholders.
Collaborate with Regional Sales Managers, Product Managers, Operations leadership, and cross-functional teams on customer management strategies.
Coordinate customer activities and account requirements using ERP systems, project management tools, export compliance processes, and ISO procedures.
Develop strategic ordering plans that align customer needs with product offerings 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; 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 work 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, and cross-reference information; serve as a subject matter resource for customers and internal stakeholders.
Represent IH&S and IDEX professionally at customer visits, business reviews, audits, trade events, and meetings with domestic and international business units.
Travel domestically and internationally as required to support customer relationships, business objectives, and cross-functional initiatives.
Maintain technical and professional 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 initiatives and departmental, commercial, and organizational performance objectives.
Perform other duties and special projects as assigned.