Account Manager

About the role

This position is primarily responsible for interfacing with customers, business development, supply chain, finance, and operational management. The role focuses on building strong customer relationships, meeting site revenue and profitability objectives, and exceeding customer expectations for delivery and service. Key activities include supporting the quoting process, product cost models, customer forecasting, production order processing, and developing strategic sales reporting tools.

Responsibilities

• Build and maintain relationships with key customer contacts to manage expectations, drive growth within the customer portfolio, and communicate customer needs internally.
• Monitor customer portfolio revenue and profitability to ensure organizational objectives are met; develop and present pricing strategies accordingly.
• Drive quarterly business reviews with key production customers, gathering, analyzing, and presenting KPI data, cost improvement initiatives, and relationship metrics.
• Support the annual budgeting process as the primary author of customer demand forecasts; maintain and update product forecasts regularly to support production planning.
• Address customer concerns and requests by coordinating internally, ensuring timely communication and escalating major topics requiring executive engagement.
• Coordinate with sales and commercial finance teams to ensure accurate product pricing and margin maintenance throughout the program lifecycle.
• Provide customers with delivery information based on Value Stream Meeting (VSM) outputs and update dates within the ERP system (M2M).
• Handle daily customer and sales rep communications regarding purchase orders and sales orders.
• Keep records of customer interactions, process customer accounts, and file documents.
• Prepare and provide customer open order reports as required.
• Work with business development on new and revised quotes for purchase orders.
• Develop and update strategic sales reporting tools.

Requirements

• Bachelor’s degree from an accredited college or university.
• 4+ years of extensive experience in a client-facing role, preferably in a CDMO or medical device manufacturing setting.
• Strong communication and interpersonal skills.
• Excellent presentation skills.
• Ability to work on multiple projects simultaneously in a fast-paced environment.
• Comfortable working with cross-functional teams and upper management.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and general software skills.

Preferred Qualifications

• MBA preferred.
• Experience in a manufacturing environment.
• Experience with financial models, gross margin analysis, and cost of goods variables.
• Experience working in the medical device industry or a similar regulated industry.
• A background in Class II and III medical device development or manufacturing is a plus.

Pay

Salary range: $80,000 to $100,000 based on skills and experience.

Benefits

• Training and career development.
• Healthcare and well-being programs, including medical, dental, vision, wellness, and occupational health.
• Paid time off.
• 401(k) retirement savings with a company match.