Strategic Account Manager

Collaboration drives Nordson's success as a market leader in Industrial Precision Solutions and Advanced Technology. Our employees thrive in an environment where we help each other reach our personal best and enable our company to continuously improve and grow, and our customers to succeed. You will find Nordson employees sharing our success by giving back in the communities around the world where we live and work.

Nordson MEDICAL designs, engineers and manufactures complex devices and components with applications in wound healing, surgical and minimally invasive, fluid management, pulmonology and interventional and structural heart. Our pioneering Advanced Polymers team was the first to manufacture and supply medical balloons to the medical device industry. Nordson MEDICAL works with doctors, start-ups and large medical companies around the world at any point in the product lifecycle, from concept to launch and beyond.

Job Summary

This is a dynamic, customer-facing, account relationship and retention role that requires proactive communication and strategic discussions at the C-Suite level. The Strategic Account Manager (SAM) is responsible for providing a strategic approach to developing customer relationships while delivering processes and best practices to our largest and most valuable customers. This role owns our only strategic customers and ensures that all our strategic customers receive the highest possible return on investment and satisfaction from our suite of products and services.

Essential Job Duties and Responsibilities

• Sales growth - Meets monthly, quarterly and annual assigned sales quotas for revenue growth and strategic objectives in assigned territory or assigned accounts.
• Strategic Account Management - Maps out Key Account organization and develops relationships with key decision makers to understand what is required to add value, win new business, and exceed expectations. Leads Nordson's strategic objectives and account planning process for the Key accounts to include revenue targets and performance objectives.
• Is strong customer advocate and informs and educates Nordson Medical business units with what is required to win new business.
• Establishes consultative, productive, and professional relationships with customers in assigned territory and moves to an influencer's role with key stakeholders and C-level executives who occupy the primary buying position.
• Communicates Nordson Medical's value proposition for both products and service and is a trusted advisor to the customer.
• Leads communication efforts between Accounts and Nordson Medical business units, establishing recurring calls, business reviews, and visits.
• Proactively assesses, clarifies, and validates customer/prospective customer needs on an on-going basis.
• Coordinates the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customer/prospect expectations.
• Provides customer feedback for product development representing the voice of the customer as needed.
• Manages and develops the US Regional Account Manager incumbent
• Supports the division with insight and analysis on market development and other strategies to drive profitable growth
• Attends state, regional, and national trade shows as appropriate.
• Performs other related duties as assigned.

Account Management

• Relationship-building with key stakeholders throughout the account lifecycle.
• Serve as the single point of contact for all things Nordson Medical.
• Serve as the escalation point and manager of support and service escalations.
• Ability to network across an organization; establish relationships with key decision makers.
• Provide reporting to cross-functional areas and senior management
• Provide detailed summaries of the overall needs, health and key issues of the supported customers.
• Provide periodic health checks and business reviews to key customer stakeholders; review metrics, articulating areas of strength, and developing programs for improvement and/or remediation opportunities.

Accountabilities and Performance Measures

• Achieves assigned sales quota.
• Meets and maintains company expectations for average sales pricing and profitability.
• Completes customer/prospect account plans that meet company standard.
• Maintains high customer satisfaction ratings that meet company standards.

Education and Experience Requirements

• Bachelor's degree in engineering or business with demonstrable technical acumen. Master's degree in business adminstiration is preferred.
• An ability to think critically and strategically while considering the needs of both the customer and company.
• Minimum of 10 years of proven successful work experience in medical device sales to OEMs and contract manufacturers.
• Prior people leadership experience required

Skills and Abilities

• Expert knowledge and application of strategic, tactical, and consultative selling principles in a complex sales environment.
• Strong analytical skills, including market strategy, customer requirements and success factors, and a value-based selling process.
• High level of drive and ability to influence and make things happen.
• Advanced communication skills, both verbal and written, with the ability to create impactful presentations.
• Negotiation, contracting, and problem-solving skills.
• Proven relationship building skills with demonstrated knowledge of territory development and customer retention (by phone and in person).
• Strong organization and planning skills with an attention to detail and accuracy.
• Must possess a thorough understanding of work related standards and regulations, including but not limited to Standard Operating Procedures (SOPs) and Quality System Regulations (QSRs), both US and international.
• Demonstrated proficiency utilizing the Web, MS Office, Salesforce, and/or other CRM tools.

Working Conditions and Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Required

Estimated 75%

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