The posting
The Account Manager serves as the primary commercial owner of assigned accounts, responsible not only for flawless execution, but for deepening customer penetration, expanding market share, and identifying new opportunities across programs, geographies, and functional teams. Working closely with global operations, this role aligns specialized engineering and supply chain talent to customers' evolving manufacturing, supplier, and transformation needs.
Role Overview
This role is ideal for someone who combines operational excellence with a consultative, growth-oriented mindset who enjoys managing customers and strategic farming to grow customer accounts. The Account Manager develops a deep understanding of each customer's manufacturing footprint, supply chain strategy, and other applicable business priorities — then proactively expands SCRG's impact through staffing, consulting, and relevant improvement initiatives.
In addition to managing ongoing engagements, the Account Manager identifies opportunities for:
- Expanded use of specialized engineering and supply chain talent
- New programs, sites, or regions
- Supply chain relocation, diversification, and optimization projects
- Long-term partnerships tied to customer growth
- Mitigate and minimize SCRG's risk exposure due to pending changes in customer's business plans
Candidate Characteristics:
The ideal candidate is strategic, organized, detail-oriented, and highly proactive, with the ability to operate across cultures and time zones. They are comfortable working directly with customers, collaborating with global operations teams, and balancing near-term execution with long-term account growth.
This role requires:
- Comfort working with minimal direction
- Strong written and verbal communication skills
- Financial and analytical aptitude (forecasts, margin, utilization, and billing awareness)
- Flexibility to accommodate Asia morning and/or evening meetings
- Interest in or experience with hardware manufacturing, engineering, or supply chain operations.
Primary Responsibilities
Strategic Account Ownership & Growth
- Own end-to-end relationships for assigned accounts, serving as the primary point of contact and trusted advisor.
- Develop deep customer knowledge across stakeholders, programs, geographies, and manufacturing sites.
- Proactively Identify and execute opportunities to expand account penetration, including additional roles, programs, locations, and service offerings.
- Partner with Sales to drive account expansion strategies while maintaining focus on retention and long-term value.
Staffing & Consulting Delivery
- Facilitate staffing and consulting solutions for customers' hardware manufacturing and supply chain challenges in collaboration with global operations teams.
- Ensure recruiting, onboarding, and workforce alignment with customer requirements and processes.
- Support and manage supply chain relocation, diversification, and improvement initiatives.
- Translate customer needs into clear deliverables for offshore and internal operations teams.
Operational Excellence
- Oversee project setup, tracking, and ongoing management within internal systems (e.g., CRM, ATS, resource management, reporting tools).
- Proactively resolve client issues, staffing challenges, and operational risks.
- Coordinate closely with internal teams to ensure alignment with contracts, Statements of Work (SOWs), objectives, and deliverables.
Financial & Contract Management
- Forecast and track key account metrics including revenue, utilization, renewals, and expansions.
- Support contract management for existing customers, including scope definition, pricing, renewals, and amendments.
- Provide customer quotes and ensure PO alignment with SOWs.
- Manage PO validation, funding, tracking, and discrepancy resolution.
- Partner with Finance to support billing accuracy, AR follow-up, and customer financial inquiries.
Customer Engagement & Retention
Lead or support Customer Surveys and Quarterly Business Reviews (QBRs) focused on value delivered, outcomes achieved, and future opportunities.
Collect, record and report regularly on the Voice of the Customer, and ensure customer feedback informs delivery, improvement, and growth strategies.
Leadership & Team Development
- Directly manage, coach, and develop the Account Management Support team member(s) sometimes known as Customer Relationship Coordinator, ensuring alignment with account strategies, customer expectations, and operational priorities.
- Clearly define roles, responsibilities, workflows, and decision rights between the Account Manager and the Customer Relationship Coordinator to maximize efficiency, accountability, and scalability.
- Ensure the Customer Relationship Coordinator is well-trained, empowered, and accountable to independently manage day-to-day execution, including:
- o Administrative and system updates across
- CRM, ATS, resource management, and reporting tools
- o Coordination of staffing, onboarding, and operational documentation
- Tracking and maintenance of account data, metrics, and reporting
- Support for PO validation, tracking, and documentation
- Preparation of materials for QBRs, customer meetings, and internal reviews
- Provide ongoing feedback, coaching, and performance management to build capability, consistency, and professional growth within the support role.
- Act as the escalation point for complex customer, operational, or financial issues while enabling the coordinator to handle routine matters autonomously.
- Foster a collaborative, high-accountability team culture that supports excellent customer experience and sustainable account growth.
Required Knowledge, Skills, and Abilities
- Bachelor's degree required.
- 2-4 years of experience in Account Management, Program Management, Project Management, or related roles.
- Strong interpersonal, communication, and problem-solving skills.
- Demonstrated ability to manage multiple priorities and deliver high-quality results under tight timelines.
- Financial and analytical competence; comfort working with metrics, forecasts, and spreadsheets.
- Relationship-driven mindset with the ability to build trust and credibility with clients.
- Proficiency with MS 365 tools (Word, Excel, PowerPoint, Outlook, Teams).
- English fluency required; additional languages a plus (Spanish, Mandarin, Vietnamese, Thai).
- Willingness and flexibility to work across global time zones.
Work Environment
- Remote / home office setting
- Global collaboration with customers and internal teams
Values, Core Competencies, and Behaviors
- Customer Focus: The drive to discover and meet the needs of customers (either internal or external).
- Sense of Urgency: A bias for taking action - spontaneous recognition of problems and opportunities.
- Entrepreneurial Spirit: The fundamental belief in one's ability to successfully take on new and difficult challenges, question the status quo, and take risks.
- Results Orientation: The ability and drive to achieve results and goals in the short and long term.
- Continuous Improvement: The ability to develop and implement creative solutions to systems and processes.
- Collaboration: Works effectively across Sales, Operations, Finance, and cross-functional teams.
- Innovation: Embraces new ideas and approaches to solving customer challenges.
- Strategic Thinking: Balances execution with long-term account growth and value creation.
- Adaptability: Thrives in a dynamic, growing environment with ambiguity and change.
