Overview

Job DescriptionJob DescriptionSenior Key Account ManagerDepartment:Commercial Operations & Global Sales, Inventory and Operations PlanningReports To:Director, Commercial Operations & Global Sales, Inventory and Operations PlanningLocation:Remote option or onsite in either Marquette, MI or Bethlehem, PA (travel to sites and customers quarterly, approx. 20%)FLSA Status:ExemptMAIN FUNCTIONThe Senior Key Account Manager holds primary ownership of Exalta's most strategically significant original equipment manufacturer (OEM) accounts, serving as the senior customer-facing leader within the Commercial Operations team. This role requires substantial prior customer-facing experience within the OEM industry - medical device OEM experience strongly preferred - combined with demonstrated judgment managing complex, multi-site customer relationships at the executive level. The Senior Key Account Manager owns the customer Sales and Operations Planning (S&OP) cadence for assigned strategic accounts, serves as the senior escalation point for customer-impacting issues, and partners directly with the Director of Commercial Operations and Global SIOP to translate customer demand into the SIOP process. The role also carries responsibility for mentoring and developing Key Account Managers, strengthening the team's account strategy and execution. This position is designed to build the next generation of commercial leadership within a vertically integrated medical device manufacturing environment.PRINCIPAL DUTIES / RESPONSIBILITIESStrategic Account LeadershipOwn 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.SIOP Integration & Demand OwnershipServe 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.Escalation & Customer Experience OwnershipServe 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.Team Leadership & DevelopmentMentor 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.Analytics, Reporting & Continuous ImprovementOwn KPI reporting for the Key Account Management team, consolidating on-time delivery, backorder, and fill rate performance across the portfolio.Identify systemic trends