Sr. Account Manager

Eaton Corporation•Calverton, MD

About The Position

Lead end to end customer management, including interpreting contract requirements, providing proactive order status updates, maintaining customer schedules, coordinating with Planning on demand changes, and managing customer return processes. Ensure full compliance with customer contracts by partnering with Contract, Pricing, Sales, and Accounts Receivable. Monitor contract performance, track delivery requirements, and develop/maintain executive contract summaries. Drive customer service excellence by championing initiatives that increase customer satisfaction, reduce cycle time, lower cost, and improve quality through strong team collaboration. Manage and maintain customer portal/website data, ensuring accuracy, visibility, and the implementation of process improvements where needed. Collaborate closely with customers and internal teams, including Operations, HPWTs, Engineering, and Sales & Marketing, to address issues, align priorities, and deliver seamless support. Own recovery for RED customer metrics, identifying root causes, developing solutions, and maintaining clear records for all assigned accounts. Provide continuous, transparent communication to customers throughout the full production and delivery cycle. Support Accounts Receivable by resolving contested invoices and contributing to improved DSO results. Lead customer service activities for new program development, ensuring requirements are understood, documented, and executed. Drive continuous improvement initiatives both within the team and in partnership with global support teams (including Pune). Provide strategic, forward looking problem solving, including leading customer calls, developing delivery schedules, and ensuring all milestone dates are met and communicated effectively. Mentor and support junior Account Managers (SB06), fostering development and strengthening team capability. Maintain expert knowledge of MFGPRO, C360, document management tools, pending/hold reports, and quality related tracking systems to proactively identify and resolve customer impacting issues.

Requirements

High School Diploma or GED from an accredited institution.
Minimum of three (3) years experience in customer service or account management.
Must be legally authorized to work in the United States without company sponsorship, now or in the future.
This position requires access to export-controlled information. To conform to U.S. Government export regulations applicable to that information, applicant must be a U.S. person, defined as a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (green card holder), (iii) refugee under 8 U.S.C. 1157, or (iv) asylee under 8 U.S.C. 1158.
No relocation benefit is being offered for this position. Only candidates within a 50-mile radius of Beltsville, MD will be considered.
Active-Duty Military Service member candidates are exempt from the geographical area limitation.
Strong judgment, strategic thinking, and decision making skills, with the ability to apply logic, resourcefulness, and creativity to complex situations.
Excellent teamwork and collaboration abilities, with a proven track record of working effectively across functions and levels.
Basic understanding of market analysis to support strategic customer and business decisions.
Exceptional interpersonal and communication skills, with the ability to build strong customer relationships and influence internal stakeholders.
Strong business acumen, with the ability to align daily activities with organizational strategy, market conditions, and divisional goals.
High proficiency in Microsoft Office, MRP/ERP systems, and customer web based portals; ability to quickly learn and navigate internal systems.
Advanced analytical and problem solving capabilities, with the ability to interpret data, identify trends, and drive corrective actions.

Responsibilities

Lead end to end customer management
Interpret contract requirements
Provide proactive order status updates
Maintain customer schedules
Coordinate with Planning on demand changes
Manage customer return processes
Ensure full compliance with customer contracts
Monitor contract performance
Track delivery requirements
Develop/maintain executive contract summaries
Drive customer service excellence
Manage and maintain customer portal/website data
Collaborate closely with customers and internal teams
Own recovery for RED customer metrics
Provide continuous, transparent communication to customers
Support Accounts Receivable by resolving contested invoices
Lead customer service activities for new program development
Drive continuous improvement initiatives
Provide strategic, forward looking problem solving
Mentor and support junior Account Managers (SB06)
Maintain expert knowledge of MFGPRO, C360, document management tools, pending/hold reports, and quality related tracking systems