Key Account Manager

Overview

Trust Automation Trust Automation has over 35 years of experience in custom motors, linear drives, digital drives, and systems which meet the unique needs of its customers. Its product line includes motors, linear drives, digital drives, custom assemblies, and products to fit unique applications and ground-up system design and manufacturing solutions. We design, build and support control and power management systems for the most demanding defense, semiconductor, industrial automation, and medical applications.

Trust Automation is an equal opportunity employer and committed to attracting, hiring, developing, and retaining a skilled, productive, and diverse workforce. Every employee has an "at-will" relationship with Trust Automation. This means that employment with Trust Automation is at the mutual consent of the employer and the employee and is subject to termination by either party at will, with or without cause or advance notice.

The Key Account Manager role will serve as the primary relationship owner for an assigned group of high-value, high-touch strategic customers (key accounts) with responsibility for retention and growth and will ensure clients derive maximum value from our services. The key account manager's responsibilities include maintaining a thorough knowledge of our business and offerings, supporting, developing and implementing plans to manage and strengthen client relationships, supporting current and new business opportunities, and coordinating with internal teams to deliver on client expectations.

Constant follow up and customer order status communication is central to this position. The role will directly report to the Vice President of Sales. This position will work closely with VP of Defense and VP of Sales

• Develop deep, long-term partnerships with key customers, acting as a trusted advisor and ensuring their needs are met at a high level.
• Play a strategic role in supporting major accounts, including building customized solutions, contract negotiations, and long-term planning.
• Proactively managing all customer needs through consistent and regular communication, support, and follow-up.
• Coordinating and supporting product demonstrations, events, and other assignments as determined to support the product line and customer.
• Provide the support needed to the VP of Sales on day-to-day operational processes.
• Work closely with various departments to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed.
• Configure, track, and manage requests for quotes (RFQ), requests for proposal (RFP), and rough order of magnitude (ROM) inquiries.
• Coordinate and track loaner products and demonstration products.
• Partner with internal cross-functional teams to understand customer goals and key performance metrics and aim to exceed those goals.
• Leverage technical tools and quantitative data to manage success and report on customer satisfaction levels. Including closed loop feedback on product performance and support services.
• Work closely with Finance on billing set up and invoicing while troubleshooting any issues that arise.
• Manage customer activity with future CRM or other internal tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues.
• Provide input on new processes and workflows as needed.
• Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insight.

• 5+ years experience in Customer Success and/or Account Management
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business
• Confident communication (written and oral) skills and a demonstrated ability to work collaboratively with all levels of internal and external organizations
• A focus on relationships, able to gain trust through communication, expectation setting and completion of planned deliverables
• Business acumen, sound decision making, analytical and organizational skills in a fast-paced environment; a consultative approach to managing complex client relationships
• Project and program management experience; knowledge of key concepts including phases, plans, deliverables, scope and tasks
• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
• Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients
• Bachelor's Degree or 7+ years' work experience in appropriate field of study or equivalent work experience
• Strong analytical skills
• Working knowledge and experience with contracts and contract negotiations
• Demonstrated ability to work independently and remain motivated
• Working knowledge of computers and Microsoft office suite of services
• Travel will be required, frequency of travel could be monthly
• This position may be asked to drive for company…