The Manager of Strategic Accounts is responsible for the oversight of a portion of Program Management team, including Key Account Managers, Customer Account Representatives and Admins. The Manager of Strategic Accounts ensures that customer programs are on schedule, in-control, within budget, and elevated as necessary both internally at ABT and externally with the Customer. 

Essential Duties and Responsibilities

• Provides leadership and direction to the Key Account Managers, Customer Account Reps, and Admins.

• Supervises and coaches Programs team members.

• Helps Programs team members solve technical and program issues during product implementation and program sustainment.

• Provides a second-level resource when Programs team members require elevation of customer issues.  

• Helps problem solve and ensure alternate plans are in place to minimize quality and delivery risks to customer programs.

• Monitors and actions Programs Dept KPIs/Metrics to ensure departmental and company goals are met.

• Monitors Program profitability metrics.  

• Ensures all communication with customers is professional and improves company’s credibility. 

• Develops and maintains work instructions for the Programs Department that promote best practices and standardization. 

• Travels to visit customers as needed, to facilitate open communication, address technical issues and ensure a high level of customer support.

• Performs other duties as assigned by supervisor

Job Requirements

• Bachelor’s Degree in Business or related discipline, strongly preferred

• Leadership experience, strongly preferred

• Minimum 5 years’ customer service experience

• Minimum 2 years’ experience in a manufacturing environment 

• Excellent verbal and written communication skills

• Excellent problem solving skills

• Excellent analytical skills

• Proficient in Microsoft Office applications