Global Account Manager

The Global Account Manager is responsible for the retention, satisfaction, and profitable growth of assigned customer accounts. This position serves as the primary commercial contact for assigned customers and is responsible for developing strategic, long-term customer relationships, leading account planning activities, coordinating cross-functional support, and executing commercial strategies that drive revenue growth, margin expansion, customer satisfaction, and retention.

The Global Account Manager serves as the voice of the customer within Aptyx and partners closely with Operations, Engineering, Quality, Program Management, Supply Chain, Customer Service, and Business Development to ensure customer requirements are successfully executed and business objectives are achieved.

Duties and Responsibilities

Customer Relationship Management

• Serve as the primary commercial contact for assigned global customer accounts.
• Build and maintain strong relationships across customer organizations, including Procurement, Engineering, Quality, Operations, and Executive Leadership.
• Develop and maintain strategic account plans aligned with customer objectives and Aptyx growth strategies.
• Conduct regular customer business reviews and strategic account reviews.
• Monitor customer satisfaction, account health, and relationship strength; develop and execute action plans to address risks and opportunities.
• Coordinate resolution of customer concerns and drive actions that improve customer satisfaction, retention, and long-term account health.
• Represent customer needs internally while effectively communicating Aptyx capabilities, expectations, and business objectives externally.

Commercial Management

• Develop annual account growth plans and revenue forecasts for assigned accounts.
• Manage customer forecasting processes and maintain demand visibility.
• Support the preparation and revision of quotations, pricing proposals, and commercial agreements.
• Lead the implementation of approved pricing adjustments and margin improvement initiatives.
• Monitor account profitability and partner with cross-functional teams to identify and implement improvement opportunities.
• Maintain accurate CRM records, forecasts, sales reporting, and account documentation.
• Ensure commercial activities and commitments are aligned with Aptyx business objectives and approved processes.

Growth and Account Expansion

• Identify white-space opportunities and opportunities to expand Aptyx's share of wallet within existing accounts.
• Develop and execute growth strategies for assigned customer accounts.
• Partner with Business Development Executives to expand relationships into new customer divisions, product lines, programs, or geographies.
• Coordinate customer visits, technical reviews, and opportunity discussions to advance account growth.
• Monitor market conditions, customer developments, and competitive activity to identify and pursue growth opportunities.
• Identify opportunities to leverage Aptyx capabilities across the customer's organization.

Cross-Functional Leadership

• Coordinate internal resources to support customer requirements, business opportunities, and issue resolution.
• Partner with Customer Service to support forecast management and order fulfillment activities.
• Serve as the commercial representative for assigned accounts during NPI and product transfer activities.
• Facilitate effective communication between customers and internal stakeholders, including Engineering, Operations, Quality, Supply Chain, Program Management, and Customer Service.
• Lead resolution of commercial issues that impact customer relationships, account performance, or business objectives.
• Ensure customer commitments are communicated to appropriate internal stakeholders and followed through to completion.

Business Reviews and Performance Management

• Develop and maintain customer scorecards, account metrics, and performance measures.
• Lead Strategic Business Reviews with assigned customers.
• Track and communicate KPIs related to revenue, growth, customer satisfaction, forecasting accuracy, and profitability.
• Prepare and publish account updates, performance reports, and business reviews as required.
• Provide leadership with account analysis, market intelligence, customer insights, and business planning recommendations.
• Identify trends, risks, and opportunities and communicate appropriate actions to leadership and cross-functional teams.

Required Experience

• Bachelor's degree in Business, Engineering, or a related field preferred.
• In-depth working knowledge of the Contract Manufacturing and OEM environment and applicable regulatory requirements, including ISO 13485 and FDA requirements.
• 5+ years of experience in account management, business development, customer success, sales, or related commercial roles.
• Experience supporting OEM customers within contract manufacturing, medical device, life sciences, industrial, or other regulated manufacturing environments.
• Demonstrated success managing customer relationships and growing existing accounts.
• Experience working effectively within cross-functional manufacturing organizations.
• Experience with pricing, forecasting, quotations, and commercial negotiations preferred.

Knowledge and Skills

• Strategic account management and customer relationship development.
• Strategic account planning and business development.
• Revenue forecasting and demand management.
• Commercial negotiations and pricing strategy.
• Quotation and pricing development.
• Business and financial acumen.
• Customer satisfaction and relationship management.
• Strong communication, presentation, and interpersonal skills.
• Problem-solving and issue-resolution skills.
• Cross-functional leadership and collaboration.
• Project coordination and organizational skills.
• CRM proficiency with strong Excel and PowerPoint capabilities.