Manager of Strategic Accounts will work directly with specific Strategic Customers & Synovos Sales, Operational & Executive Team members to ensure Contract Obligations are met/exceeded while enhancing Operational excellence, profitability & customer satisfaction across the Life Cycle of the Customer Engagement.
Ensure High Customer Satisfaction & Loyalty across Customer Life Cycle – From proposal, contract signing, implementation, ongoing engagement, expansion and/or dis-engagement
Develop a Continuous Improvement Process to assess & enhance customer satisfaction, relationship, sales & profitability across “life” of customer
Increase Leadership Awareness & involvement in Continuous Improvement Plans of Implementation “challenges” prior to causing delays or customer dis-satisfaction
Enhance Synovos ability to sign on additional plants/sites during contract life-cycle
Engage with the Customer upon contract “signing” & be accountable with the General Managers and Site Directors for assessing the “customer relationship & experience” throughout the implementation & “expansion” process.
Work closely with the Customer to ensure expectations are met/exceeded across initial sites and opportunity for expansion provided across new sites as appropriate. Work with General Manager(s), VP of Operations & Rapid Launch Leaders to develop & deploy a quarterly scoreboard of KPI’s and an ongoing Customer Feedback Loop for Continuous Improvement.
Work with the VP of Operations to establish an internal feedback and Account review process to ensure project plans & milestones are calendarized & communicatedacross functions to minimize “gaps” and proactively identify “conflicts.”
Utilize current strategic accounts to leverage Scorecard, SOP “Playbook” and Best Demonstrated Process (BDP) to date to develop & refine the above.
Assist in Developing & Deploying Training on Large Account Management Process across Synovos to include Operational Directors & Site Leaders.
Deploy and facilitate a Consistent, Quarterly Customer Scorecard & Continuous Improvement Process across Strategic Accounts. Plan is owned by Site Director, reviewed with customer & Synovos Executive team & Contains Action Plans for Improvement. Specifically:
Quarterly Scorecard to Include existing KPIs
Customer Satisfaction Metric & Feedback Process to be established
Assessment of “Relationship” to be established & score-boarded – Large account management Process & Organizational Chart to be utilized with Site Director
Profitability Indicator with ROI calculation, Sales Commitment of Customer & “ramp” rate to be reviewed
Any Contract Commitment “outside” of Standard Contract Terms will automatically be reviewed
Action Plans for Improvement will be included with Dates & Accountable Key Contacts by name from Customer & Synovos
Other duties as assigned
Certification in project management or procurement desirable
Job Location Radnor, Pennsylvania, United States Position Type Full-Time/Regular
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Synovos provides comprehensive global solutions that enable companies, manufacturers, large institutions and others to streamline MRO (Maintenance, Repair and Operations)/indirect materials management while improving overall maintenance effectiveness and asset reliability.
We serve clients in a broad range of industries, including life sciences, chemical processing, food processing, general manufacturing, newspapers and printing, colleges and universities, health care and others. Synovos provides services worldwide, with business entities in the United States, Canada, Puerto Rico, Mexico and Singapore.