Customer Success Specialist - Key Account Lead

The Key Account Lead (KAL) is responsible for managing and growing strategic customer relationships, ensuring seamless order processes, and optimizing account performance.

This role focuses on understanding customers’ business needs, analyzing buying patterns, and supporting cross-functional collaboration between Customer Service, Sales, and Marketing to drive growth and customer satisfaction.

Key Responsibilities :

• Build and maintain long-term, trust-based relationships with key customers.
• Identify opportunities and challenges within accounts to ensure ongoing success.
• Analyze customer buying habits and order patterns to anticipate needs and suggest proactive orders.
• Conduct outbound calls to customers to discuss suggested orders and ensure consistent engagement.
• Manage order entry, proofing, and processing in SAP, ensuring accuracy and timely customer acknowledgment.
• Coordinate with internal teams to resolve billing, credit, or service-related issues.
• Support the onboarding process for new customers, ensuring smooth setup and activation.
• Collaborate with Sales and Marketing to identify leads, execute promotional initiatives, and drive brand visibility.
• Review product mix (SKUs) to identify upsell and cross-sell opportunities across the full portfolio.
• Maintain accurate records of customer interactions, sales activities, and order status.
• Stay informed on industry trends and product developments to deliver relevant insights to customers.
• Provide outstanding customer service and act as a point of escalation for complex account matters.

Key Skills & Qualifications:

• Proven experience in sales, account management, or a related commercial function.
• Strong communication and interpersonal skills with a customer-first mindset.
• Excellent organizational and time management skills with the ability to handle time-sensitive processes daily.
• Proficient in Microsoft Excel; experience with SAP or similar ERP systems preferred.
• Analytical mindset with the ability to interpret data and identify growth opportunities.
• Team-oriented attitude fostering effective collaboration across departments.

Education:

• Bachelor’s degree in Business Administration or a related field preferred.
• High school diploma with relevant work experience will also be considered

Experience:

• Minimum of 3 years of relevant professional experience.
• Proficiency in Microsoft Office applications (Word, Excel, and PowerPoint).
• Experience with ERP (SAP), CRM, and WMS systems is highly preferred

Salary Range : 

• $65,000 – $75,000 per year.