Account Manager (Medical Industry)

About the role

The Customer Success Manager will lead the account management function for the Medical Business Unit, ensuring customers receive maximum value and an exceptional experience. This role focuses on sustaining business security, protecting and growing existing revenue while acting as the primary liaison between customers and internal teams.

Key responsibilities

• Develop and maintain strategic relationships with senior procurement and sourcing representatives to drive customer success and protect sustaining business.
• Act as an advocate for customers, coordinating with Product Management, Operations, and Customer Care to resolve supply and service obstacles.
• Manage escalations, own commitments, and align inventory operations to support business growth.
• Conduct monthly forecast demand reviews and oversee product lifecycle management, including EOL planning and transition to next‑generation solutions.
• Lead communications for major change projects such as equipment qualifications, capacity improvements, tooling replacements, and large‑scale product changes.
• Prepare and deliver formal business reviews (MBR/QBR/ABR) to ensure consistent customer engagement and follow‑up actions.
• Collaborate with commercial teams on multi‑site programs and support face‑to‑face customer engagements, trade shows, and technical days.

Required profile

• Proven experience in customer success or account management within the medical or healthcare industry.
• Strong understanding of the customer lifecycle, procurement processes, and sustaining business models.
• Excellent relationship‑building skills with senior customer and internal stakeholders.
• Ability to manage complex escalations and drive cross‑functional alignment.
• Experience conducting demand forecasts and product lifecycle planning.
• Effective communication skills for leading business reviews and major change projects.

Required skills