Key Account Success Manager

Elevaris Medical Devices•Wilmington, MA

1d•$95,000 - $115,000

About The Position

The Key Account Success Manager owns the ongoing customer experience and operational account relationship for assigned strategic customers after programs enter steady-state production. As the primary point of contact, this role builds customer confidence through proactive communication, reliable execution, and transparent performance reporting. Working across Commercial, Supply Chain, Manufacturing, Quality, Engineering, and Program Management, the role translates customer demand into actionable internal priorities, facilitates issue resolution, and supports retention and growth of existing business. The role manages day-to-day strategic account communications, customer reviews, and follow-up priorities within approved commercial and operational commitments. It coordinates with cross-functional partners and directs agreed customer account tasks to specialists, while escalating material delivery, quality, pricing, capacity, contract, and revenue risks without overriding functional or commercial approvals. Success includes proactive customer communication and consistent follow-through; accurate KPIs and effective customer action plans; early visibility of forecasts, purchase order coverage, backlog, and revenue risks; prompt escalation of delivery risks and customer concerns; and smooth, continuously improved program transitions and account processes. Employees are expected to demonstrate Elevaris’s values of Integrity, Invested, Inclusion, and Ingenuity.

Requirements

Relevant postsecondary education or equivalent practical experience.
At least 5 years in strategic account management, customer service, or commercial/operational account management, including experience coordinating manufacturing-related customer requirements.
Skills in strategic account management, forecasting and purchase order coverage, OTD/OTIF and backlog reporting, customer reviews, ERP/CRM use, and cross-functional issue resolution.
Excellent communication and analytical skills.
Professional English communication skills for customer and internal coordination.
Regular use of computer and communication tools.
Ability to work independently and/or in a team environment.

Nice To Haves

Medical device or other regulated manufacturing/customer documentation experience.
Experience supporting global strategic accounts, QBRs, and NPI-to-production transitions.
NetSuite or similar ERP experience.

Responsibilities

Serve as the primary customer contact for assigned strategic accounts in steady-state production, building trusted relationships and understanding evolving customer needs.
Advocate for customers internally while balancing delivery, quality, capacity, and financial considerations with Elevaris business priorities.
Lead proactive customer communication regarding operational performance, emerging risks, program needs, and agreed actions.
Obtain and maintain customer forecasts and purchase order schedules; assess purchasing trends and communicate demand changes to Supply Chain.
Monitor purchase order coverage, backlog, and revenue versus plan for assigned accounts; flag gaps and risks to Production, Commercial, and Finance.
Support annual budgeting and revenue forecasting with accurate customer inputs and timely analysis of changing demand.
Coordinate customer setup, contract review, order confirmations, order fulfillment, and shipment visibility with account specialists and operational partners.
Work with Planning, Manufacturing, Shipping, and Supply Chain to clarify delivery commitments, address backorders, and communicate changes promptly.
Coordinate domestic and international shipment requirements and ensure required customer documentation is complete and accessible.
Track and communicate account performance measures, including OTD, OTIF, backlog, quality performance, and purchasing trends.
Lead preparation and delivery of Quarterly Business Reviews and other strategic customer meetings covering performance, forecasts, capacity, risks, and improvements.
Translate review outcomes into cross-functional action plans, monitor owners and due dates, and report progress to customers.
Identify risks to customer delivery, quality, capacity, or commercial commitments and coordinate timely recovery plans with accountable functions.
Partner with QARA on complaints, CAPAs, SCARs, and quality-related customer communication without independently determining technical outcomes.
Engage Commercial, Engineering, Program Management, and operations on changes, customer requests, and complex issues; escalate material risks promptly.
Participate in NPI-to-steady-state handoffs and confirm that account requirements, contacts, commitments, and open issues are understood.
Identify recurring account service issues and recommend process, communication, and workflow improvements.
Coordinate and guide Customer Account Specialists and Customer Operations Specialists on delegated account activities and follow-up.