Sr. Account Manager

Eaton's IS AER FED division is currently seeking a Sr. Account Manager. This position will be located at our Beltsville, MD facility.

The Senior Account Manager plays a critical role in delivering exceptional customer experience and strengthening operational performance within the Customer Service organization. Reporting to the Customer Service Manager, this position is responsible for managing key customer relationships while championing continuous improvement across the team.

In this role, you will drive initiatives that enhance customer satisfaction, reduce cycle times, and improve service efficiency. You will also collaborate closely with cross functional partners to ensure seamless communication, consistent execution, and strong customer advocacy. Additionally, you will support and guide team members as they implement customer service best practices.

The expected annual salary range for this role is $97000 - $142000 a year.

Please note the salary information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, as well as market and business considerations.

What you'll do:

* 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.

Qualifications:

Required (Basic)

Qualifications:

* 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.

Preferred Qualifications:

* Experience in a…