Customer Account Manager Jobs in Springfield, MA

Description

About us:

For over three decades, Cirtec Medical has been a leading outsourcing partner for complex medical devices. We specialize in providing comprehensive solutions for Class II and III devices, from design and development to precision components and finished device assembly. Our expertise spans neuromodulation, implantable drug delivery, cardiac rhythm management, structural heart, mechanical circulatory support, and minimally invasive surgical systems.

Our dedicated teams prioritize growth, innovation, and collaboration. We actively seek opportunities for improvement to enhance our support for clients. If you embrace a growth mindset and thrive on challenges, you may be a perfect fit for our team!

Position Summary:
This position is primarily responsible for interfacing with Customers, Business Development, Supply Chain, Finance and Operational Management. Supporting the organization by building strong customer relationships and regular communication with key stakeholders. The role focuses on meeting site revenue and profitability objectives and exceeding customer expectations for delivery and service. This role will support the quoting process, inputs to product cost models, customer forecasting, production order receipt and processing, and assisting Operations with customer communication strategies and recovery plans as needed. Finally, this individual will be responsible for developing and updating strategic sales reporting tools.
Key Responsibilities:

• Build and maintain relationships with key customer contacts to manage expectations, drive growth within the customer portfolio and communicate customer needs to the rest of the organization.
• Monitor customer portfolio revenue and profitability to ensure we are meeting organizational objectives. Develop and present pricing strategies accordingly.
• Drive quarterly business reviews with key production customers either virtually and/or in person. Work with cross functional teams to gather, analyze and present KPI data, Cost Improvement initiatives, and relationship metrics.
• Supports the annual budgeting process by being the primary author of customer demand forecasts. Maintains and updates product forecasts regularly to support Production planning.
• Addresses customer concerns and requests by coordinating internally driving activity and timely communication. Escalates major customer topics that require executive engagement.
• Coordinates with Sales and Commercial Finance teams to ensure products are priced accurately and margins are maintained throughout the life of the program.
• Provide customers with delivery information based on Value Stream Meeting (VSM) driven from the planning team and update dates within M2M (Enterprise Resource Planning System).
• Handle daily calls and correspondence with customers and sales reps on purchase orders/sales orders.
• Keep records of customer interactions, process customer accounts and file documents
• Prepare and provide customer open order reports as required.
• Work with Business Development on new and revised quotes for new and revised purchase orders.

Must Have:

• Bachelor's Degree from accredited college or university
• 4+ years of extensive experience in a client facing role, preferably in a CDMO or medical device manufacturing setting
• Strong communication and Interpersonal skills
• Excellent presentation skills
• Ability to work on multiple projects simultaneously in a fast-paced environment
• Comfortable working with cross functional teams and Upper Management
• Microsoft Office and general software skills required (Word Excel PowerPoint etc.)

Good to have:

• MBA preferred
• Experience in a manufacturing environment
• Experience with financial models' gross margin analysis and cost of goods variables
• Experience working in the medical device industry or a similar regulated industry.
• A background in Class II and III medical device development or manufacturing is a plus.

Salary Range: 80,000 to 100,000 based on skills and experience

Cirtec Medical Corporation considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender identity, national origin, ancestry, protected veteran or disability status or any factor prohibited by law. Cirtec Medical Corporation and all of its related companies fully endorse equal opportunity for all. Cirtec Medical provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in the job application process.

We work to create a culture that is built on innovation, respect, transparency and communication, and hope you take pride in being a member of our team. It is Cirtec's goal to create a great work environment and to keep the company a great place to work. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. Our benefits include Training and career development, Healthcare and well-being programs including medical, dental, vision, wellness and occupational health programs, Paid Time Off and 401(k) retirement savings with a company match.