Key Account Manager - Emerson

Emerson is a global leader in automation technology and software. Through our deep domain expertise and legacy of flawless execution, Emerson helps customers in critical industries like life sciences, energy, power and renewables, chemical and advanced factory automation operate more sustainably while improving productivity, energy security and reliability. With global operations and a comprehensive portfolio of software and technology, we are helping companies implement digital transformation to measurably improve their operations, conserve valuable resources and enhance their safety. We offer equitable opportunities, celebrate diversity, and embrace challenges with confidence that, together, we can make an impact across a broad spectrum of countries and industries. Whether you’re an established professional looking for a career change, an undergraduate student exploring possibilities, or a recent graduate with an advanced degree, you’ll find your chance to make a difference with Emerson. Join our team – let’s go!

Are you a Key Account Manager professional seeking growth? If so, we have an exciting opportunity for you! The Key Account Manager is a critical role responsible for ensuring exceptional customer experience through effective account management and timely resolution of critical issues. This individual will operate in a matrixed environment, collaborating with cross-functional teams across various countries. They will oversee a portfolio of high-value accounts, lead sophisticated customer concerns, and drive initiatives to improve processes and outcomes in an industrial automation setting.  If you are ready to expand your professional experiences and grow professionally with a thriving organization, we invite you to become a valued member of our team!

In this Role, Your Responsibilities Will:

Account Management

• Responsible for a team that builds and maintain strong relationships with assigned accounts, acting as the primary point of contact for client needs and concerns.
• Proactively supervise account performance, ensuring alignment with customer expectations and company goals.
• Analyze customer feedback and usage data to identify trends and recommend improvements to enhance customer satisfaction and retention.
• Oversee the and advise the management of the NPM processes
• Make recommendations for improvement of the NPM process

Escalation Management

• Serve as the escalation point for critical customer issues, ensuring swift and effective resolution.
• Collaborate with Engineering, Technical Support, Sales, and Operations teams to address critical issues while maintaining transparency with customers.
• Develop, implement and maintain escalation protocols to improve responsiveness and resolution times.

Matrix Management

• Lead and influence teams across multiple geographic regions, ensuring alignment on customer priorities and organizational goals.
• Facilitate cross-functional communication and coordination to drive accountability and deliver detailed customer experiences.
• Provide guidance, training, and mentorship to team members in different countries to enhance performance and professional growth

WHO YOU ARE:

You are skilled in creating and implementing detailed account strategies with clear, actionable objectives aligned with business goals. You prioritize client satisfaction by aligning solutions to their specific needs and ensuring consistent value delivery. 

For This Role, You Will Need:

• BA/BS degree or higher in Business, Marketing, or Engineering; Master’s degree a plus 
• Relevant years of experience in account management, customer support, or related roles, preferably in the industrial automation industry commensurate with the level of this position. 
• Proven track record to manage escalations and resolve conflicts in high-pressure situations.
• Analytical mindset with proficiency in data analysis tools and CRM systems.
• Sales and profitability analytical skills, Microsoft Office 365 tools, including PowerPoint and Excel. 
• Strong interpersonal and communication skills, with the ability to influence and collaborate effectively at all levels. 
• Ability to travel internationally as needed.

Preferred Qualifications that Set You Apart:

• 5+ years of experience in account management, customer support, or related roles, preferably in the industrial automation industry
• Experience working with global teams. 
• Ability to influence and collaborate effectively at all levels.
• Excellent presentation skills, ability to influence others, communication (verbal & written), and recognized Project Management Skills. 

Our Offer to You:

We recognize the importance of employee wellbeing and know that to do your best, you must have flexible, competitive benefit plans to meet you and your family’s physical, mental, financial, and social needs. We provide a variety of medical insurance plans, with dental and vision coverage. Employee Assistance Program, 401(k), tuition reimbursement, employee resource groups, recognition, and much more. Our culture prioritizes work-life balance and offers flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

At Emerson, we are committed to encouraging a culture where every employee is valued and respected for their outstanding experiences and perspectives. We believe a diverse and inclusive work environment gives to the rich exchange of ideas and diversity of thoughts, that encourage innovation and brings the best solutions to our customers.

The philosophy is fundamental to living our company’s values and our responsibility to leave the world in a better place. Learn more about our Culture & Values and about Diversity, Equity, & Inclusion at Emerson.

#LI-MH2