Strategic Account Manager (SAM)

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Functional Team

Global Salesm

Reporting Relationships

Direct Manager: Director of Sales, Asia Pacific


Shenzhen, China


The Strategic Account Manager has primary responsibility for strategic account management on the highest level. Reporting to the Director of Regional Sales, the SAM, will be the primary interface with the customer.

Key Accountabilities

The SAM is responsible for
1. Defining customer requirements, assisting in the development of the project plan, and ensure initial and ongoing alignment with the implementation project plan(s),
2. Ensuring the PCH delivered solution(s) align with the Master Services Agreement and associated SOWs,
3. Ensuring ongoing service level and customer satisfaction metrics are achieved,
4. Proactively identify, define, and close new opportunities across the run-rate business streams,
5. Maintain and grow overall account profitability, and
6. Work in partnership with the Client Team to develop and present process, program, and service level improvement opportunities with the goal of positioning PCH as our customer's strategic business partner.

Key Performance Indicators

Pre-Sales and new program/client Implementation Duties
- Work independently and /or with Client Directors to support customer/prospect requirements gathering and solution definition.
- Coordinate requests for samples, specifications, and coordination of deliverables back to customer through functional execution team in SZ
- Oversee timelines to deliverable dates to help facilitate more accurate and timely responses back to the customer through solution development phase
- Work with Client Directors to coordinate RFQ response across functional areas within PCH to ensure alignment of cost & value to our submitted solution response
- Coordinate and define customer required standard operating procedures and ensure internal PCH ownership responsibilities for customer deliverables (creation of SOP's unique to client)

New Program Implementation Duties

- Implementation plan oversight – Ensure implementation project plan and customer expectations are aligned throughout the implementation.
- Escalate to PCH operations any and all customer concerns and/or issues related to the implementation timeline and deliverables as they arise.
- In conjunction with Client Directors, lead customer implementation calls/meetings
- Identify and manage scope creep internally and with the client
- Create milestones across functional areas to ensure we are on track to RTS date
- Responsible for Client Satisfaction specific to the on boarding of new programs within existing clients

Ongoing Management Duties

- Develop and maintain deep and intimate customer relationships with all functional groups within the client
- Primary responsibility for developing proactive solutions and process improvements leveraging PCH capabilities.
- Primary customer facing contact for run-rate existing business. Conflict resolution, compliance to SLAs, contract management, negotiations.
- Operate as the internal customer advocate by identifying, understanding, communicating, and ultimately meeting customer requirements.
- Primary responsibility for maintaining and growing existing customer revenue streams and profit margins
- Primary commercial and business liaison between the customer and PCH's internal organization.
- Coordinate, consolidate, and provide senior management with timely reports on defined operational performance metrics (KPIs, SLAs, CARs, etc)
- Forecast management in conjunction with the Client Directors
- Prepares and presents quarterly business review (QBR)
- ensure PCH overall alignment with our customers and new business opportunities
- Support and manage global client meetings in the Shenzhen office for the AMR and EU customers

Knowledge & Experience

- 5+ years product and component level business development and account management experience
- 3+ years working with large OEM clients and supporting sales of components and parts into global ODM and contract manufactures including contract negotiations and management
- Demonstrated experience managing fortune 500 solution implementation and ongoing account management
- Demonstrated success maintaining and growing existing revenue streams
- Strong customer communication skills, 3+ years as lead customer interface supporting large scale programs, and proven experience working with VP level customer contacts.
- MS Office, Project, .XLS

PCH Work Style, Personal Attributes & Attitudes

People Skills
PCH work environment is relationship based and staff members need to be able to work effectively within a number of differently structured teams. This position needs to be both a team and individual contributor.

Strong verbal & written English communication, negotiating skills are paramount, as is a driven and positive 'can do' attitude. Articulate and succinct communication is highly valued, as well as a strong customer service focus. Client relationship skills are required to be successful in this role.

Task Skills
A solid skill base is needed to hit the ground running, and commercial acumen focusing on long-term outcomes and the financial implications of the actions expected.

Strategic thought processes are vital in processing and analyzing data in order to reach key points, and the ability to think in the 'bigger picture' is an advantage.

The ability to best solve a problem quickly and effectively using networks is also a must, along with the ability to maintain a positive attitude in a fast paced environment.

Personal Qualities
The typical PCH work style would be relationship oriented where support for others in achieving goals is a key consideration. Looking above the obvious to achieve broader based solutions using initiative is standard, and a flexible approach to problem solving utilizing various resources is required.

The ability to think on your feet and effectively deal with stress in a supportive environment is also considered necessary. An aptitude to want to learn is important and results driven individual with a pleasant demeanor are vital attributes. The ability to effectively communicate and liaise with a wide range of clients is also necessary.

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