Strategic Key Account Manager

About the role

Position Overview: The Strategic Key Account Manager protects, retains, and grows assigned customer relationships through disciplined inside account management and purposeful field engagement. The role broadens relationship coverage, captures institutional customer and application knowledge, conducts annual parts reviews, creates qualified aftermarket opportunities, gathers Voice of Customer feedback, and maintains reliable HubSpot CRM records. This is the account-growth and external succession-protection role within the future ITS sales model. It is not the primary net-new customer acquisition role. Office/Work Location: 3000 N 114th St, Wauwatosa, WI 53222.

Responsibilities

• Own assigned strategic and house accounts.
• Maintain current account plans, priorities, risks, commitments, and next steps.
• Develop a clear understanding of the customer’s business, installed equipment, applications, operating priorities, and future plans.
• Coordinate appropriate ITS resources to support customer needs.
• Protect customer continuity during employee retirements, turnover, or account transitions.
• Reduce dependence on a single ITS employee or a single customer contact.
• Build meaningful relationships across relevant customer departments.
• Identify relationship gaps within assigned accounts.
• Create purposeful connections that improve customer continuity, technical access, operational knowledge, purchasing access, executive sponsorship and backup relationship coverage.
• Conduct purposeful customer calls and site visits.
• Lead selected formal account reviews and Quarterly Business Reviews.
• Prepare clear meeting objectives and agendas.
• Document decisions, commitments, action owners, and due dates.
• Follow through on customer and internal commitments.
• Conduct structured Voice of Customer conversations.
• Capture customer feedback, expectations, risks, dissatisfaction, and improvement opportunities.
• Share relevant feedback with appropriate ITS functions.
• Use customer feedback to improve account plans and service delivery.
• Prepare for and conduct annual parts reviews using the approved ITS Annual Parts Review Guide and Checklist.
• Review installed equipment, critical and recommended spares, component availability, obsolescence risks, maintenance needs, service needs, and retrofit and modernization opportunities.
• Identify, qualify, and advance sales opportunities for aftermarket products and services, including parts, service, audits, inspections, training, retrofits, modernizations, and capital equipment.
• Create and document a sales opportunity once a customer need is identified and validated, key contacts and next steps are confirmed, all required HubSpot CRM information is completed, and the opportunity has been reviewed with management.
• Maintain accurate opportunity stage, value or range when available, owner, timing, and next action.
• Maintain accurate, up-to-date customer and opportunity records, including contacts, activities, risks, decisions, and next steps, while ensuring customer insights are documented and accessible across the organization.
• Collaborate with cross-functional teams, including Technical Sales, Parts, Service, Engineering, Operations, Project Management, and Leadership, to ensure clear ownership, timely execution, and accurate communication of customer commitments.

Qualifications

Education

• High school diploma or equivalent required.
• College degree preferred but not required.
• Demonstrated experience, sound business judgment, strong customer relationship skills, and a proven track record of success may be considered in lieu of formal educational credentials.

Required Qualifications

• Five (5) or more years of industrial account management, inside/outside sales, applications, service sales, project management, or related customer-facing manufacturing experience.
• Experience