Customer Account Manager

SORTH & CO search on behalf of ETK EMS:

CUSTOMER ACCOUNT MANAGER

Implementing and maintaining of quality control measures

ETK EMS A/S is a healthy and well-managed company with big ambitions, generating a nine-figure revenue and employing over 250 people. The company’s primary focus is to serve as a production and supply chain partner for a wide range of companies within industry, IoT, robotics, wind, healthcare/medtech, transport, entertainment, and defense sectors. ETK EMS have production facilities in Skanderborg, Sønderborg, Atlanta (USA) and Rayong (Thailand), and their customer base is highly diverse, including many large global industrial companies.

For further information: www.etk.dk

ETK has established a department called Business Development to take care of New Bizz and created a department called Customer Account Management, which will focus on existing customers. In the role of Customer Account Manager, you have 360° responsibility for ETK's customer engagement - and ensure that each customer in the portfolio is well-run, profitable and in steady growth. The role anchors, retains and develops customers as profitable, long-term partners who contribute positively to ETK's value creation.

As a Customer Account Manager, you are the customer's owner in ETK throughout the entire lifecycle, from onboarding to exit. The work is primarily tactical and operational and combines deep insight into the customer's business with disciplined management of profitability, liquidity and delivery. You collaborate with the Business Development team on strategic upselling and activities from new customer searches. The primary focus is the daily management of the business and growth of the customers they already have.

TASKS AND RESPONSIBILITY

Account ownership:

Overall responsibility for assigned customers, from onboarding to exit.

The customer's “owner” in ETK and the escalation point for unresolved operational issues. Being technical, financial or logistical

Build deep understanding of the customer's needs, organization and business to position ETK optimally.

Support operational resources in their cooperation with the customer whenever needed.

Commercial & contracts

Responsible for contracts, price agreements and services with customers; create and maintain price agreements.

Responsible for liability agreements and customer-financed inventory (CFI) arrangements.

Own organic expansion and upselling on assigned accounts — ensure opportunities are surfaced, registered, pursued and won.

Hand over major or genuinely new business (new product family, new site, step-change programs) to Business Development.

Operations & Delivery

Own orders, forecasts and on-time delivery; ensure execution of revenue and that obstacles to delivery are removed.

Coordinate with planning, procurement, engineering and quality to keep the account running smoothly.

May be appointed project manager for projects on own accounts, running the ETK standard project framework; as a minimum, works closely with the appointed project manager on NPI, transfers and key projects.

Financial & cash discipline

Actively work with customers to optimize profitability, cash flow and enterprise value.

Manage working capital on the account — DSO, inventory, CFI and payment terms.

Support pricing discussions and manage liability approvals and PPV situations where relevant.

Quality, compliance & risk

Ensure quality standards, audits and regulatory/compliance requirements are met on the account.

Proactively identify risks; manage product and program changes; ensure fully documented liability decisions and timely escalation.

Governance & meetings

Arrange and lead customer-specific meetings to secure forecasting, revenue execution and issue resolution.

Run regular business reviews and maintain KPI scorecards with the customer.

Budget

Responsible for budgeting revenue, profitability (CR), liability, cash flow and enterprise value for own customers.

THE SUITABLE CANDIDATE

You probably have a commercial education, ideally combined with technical understanding or vice versa. You have experience managing customer relationships and a solid understanding of the dynamics of a sub-supplier collaborating with international production companies.

You have strong financial acumen — able to manage account profitability, cash and enterprise value. You are a strong tactician able to combine customer needs with ETK's capabilities and position ETK correctly.

You have Experience in negotiation and B2B customer management and you have Excellent stakeholder management skills and are trust-building, but able to hold the difficult conversations and negotiations.

You are detail-oriented, structured, holistic, persistent, energetic and responsible and you master English and Danish at negotiation level.

The recruitment process is handled by SORTH & CO. Questions? Please contact Partner Søren Kristiansen, [email protected]

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