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Manager of Strategic Accounts

Synovos Radnor Township Full-Time
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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. 

Essential Functions:

  • 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 & communicated across 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
Required Experience
  • Bachelor’s Degree
  • Certification in project management or procurement desirable      


Job Location
Radnor, Pennsylvania, United States
Position Type

Skills required

Business Development
Customer Relationship Management
Resolve Customer Issue
Sales Management
Achieve Client Need


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Manager of Strategic Accounts
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Job ID: 566


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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.

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