Note: The job is a remote job and is open to candidates in USA. Exalta is a vertically integrated medical device manufacturing company seeking a Senior Key Account Manager to lead strategically significant OEM customer relationships. The role owns customer S&OP activities, demand planning, executive escalations, account strategy, KPI reporting, and mentoring of Key Account Managers while partnering cross-functionally to support customer delivery and operational objectives.
Responsibilities
- Own the end-to-end commercial relationship for Exalta's most strategically significant OEM accounts, serving as the senior point of contact across multiple product lines, programs, and sites
- Lead the customer S&OP cadence for assigned strategic accounts, driving rollout, phased maturity, and ongoing governance in partnership with the Director of Commercial Operations and Global SIOP
- Develop account-level strategic plans that align customer growth expectations with Exalta's capacity and operational constraints
- Represent Commercial Operations in executive-level customer business reviews, contract discussions, and new program launch conversations
- Serve as the senior demand data owner for assigned strategic accounts within the SIOP process; validate and reconcile the highest-exposure forecast inputs ahead of the monthly demand review gate
- Own forecast accuracy performance for the largest accounts in the portfolio, identify variance drivers, and present trends into the SIOP executive alignment as needed
- Partner with the Director of Commercial Operations and Global SIOP to ensure customer demand inputs are reflected accurately in the SIOP demand plan, surfacing capacity risk early
- Support new product introduction onboarding for strategic account programs, coordinating across quality, planning, and operations at the program level
- Serve as the senior escalation point for customer-impacting issues across assigned strategic accounts, providing strategic direction rather than case-level handling
- Own root-cause resolution for significant service disruptions, partnering with planning, supply chain, and quality to protect delivery commitments
- Drive proactive, executive-level communication with customers on constraint impacts, delays, or substitutions
- Mentor and coach Key Account Managers on account strategy, escalation handling, and demand data ownership
- Provide the Director of Commercial Operations and Global SIOP with structured input on Key Account Manager performance, account coverage, and development needs
- Support onboarding and knowledge transfer for new Key Account Management team members
- Own KPI reporting for the Key Account Management team, consolidating on-time delivery, backorder, and fill rate performance across the portfolio
- Identify systemic trends across accounts and lead continuous improvement initiatives in customer operations, demand management, and order fulfillment workflows
- Contribute to ERP (Epicor) and Power BI reporting enhancements supporting Commercial Operations and SIOP objectives
- Ensure all customer-facing operations comply with FDA, ISO 13485, ISO 9001, and company quality standards
Skills
- Demonstrated ability to manage a portfolio of large, complex OEM accounts simultaneously, balancing strategic priorities with day-to-day delivery commitments
- Executive-level written and verbal communication skills, with the ability to represent Exalta professionally in high-visibility customer settings
- Advanced analytical ability to translate order, forecast, and fulfillment data into account-level strategy and risk mitigation
- Proven skill mentoring and developing less experienced team members
- Collaborative working style with a demonstrated ability to drive cross-functional follow-through at senior levels
- Deep familiarity with demand planning, Sales and Operations Planning processes, and customer order management
- Proficiency in enterprise resource planning systems (Epicor preferred), Microsoft Excel (advanced), and Power BI or equivalent reporting tools
- Bachelor's degree in Business Administration, Supply Chain, or a related field required
- Minimum of five years of direct, customer-facing experience within the OEM industry required
- Demonstrated experience owning or supporting a formal Sales and Operations Planning or Sales, Inventory and Operations Planning cadence with strategic accounts
- Travel to customer sites and offices may be required (approximately 20%, generally on a quarterly cadence)
- Must be able to maintain composure and professionalism in high-visibility, executive-level customer escalation scenarios
- Master's degree a plus
- Medical device OEM or contract manufacturing experience strongly preferred
- Prior experience mentoring, coaching, or informally leading account management team members preferred
- Experience navigating FDA-regulated or ISO 13485 quality environments strongly preferred
- Epicor enterprise resource planning experience preferred; exposure to order management or demand planning modules is an advantage
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