Job Overview

The Senior Account Manager is the owner and driver of the entire account management process for a particular, identified mine site(s) that is of high strategic importance to Joy Global.  The Sr. Account Manager is the central figure in co-coordinating a communication process between Joy Global and the mine site and has a mandate to focus on value generation for both customer and supplier.  The Sr. Account Manager will primarily be responsible for “getting it done” in the presence of the customer, on a day-to-day basis.  It is vital that the Sr. Account Manager understand and leverage the politics involved at a mine site that has a global parent company in order to win the sale or get through “rough patches”.  The work performed by the Sr. Account Manager, and the perceptions the mine sites have of Joy Global, will translate directly into either a good or a poor rating from the customer and this position is therefore critical to the overall success of the Global Account Management strategy.

Customer Satisfaction and loyalty (beyond the mine site level)

Heavy involvement in the Maintenance, Operations, and Purchasing functions of the customer are critical. Continuous improvement and safety development projects as a direct partnership program with the mine(s) is an essential component of the Senior Account Manager coverage strategy.

Key Job Responsibilities

Sr. Account Managers are expected to spend 80+% of their time with customers developing relationships, evaluating performance, understanding needs and looking for opportunities.
Accountabilities:

• Promote principles of mutual value creation.  For this role to succeed the Sr. Account Manager has to assume a central role in managing the customer, demonstrating the ability to maintain a continuous stream of insights about the market, the completion, the customer’s business and how JGI’s products and services could change the economics of the customer’s business model.  Getting the customer to formally acknowledge value-based benefits is paramount.
• Develop and manage relationship locally. The Sr. Account Manager should:
• Personally manage a variety of relationships within the customer, including 
• Customer Perceptions and effective collaboration
• Supply Chain initiatives
• Capital Procurement
• Safety Initiatives such as EMESRT (Earth Moving Equipment Safety Round Table/Rio Tinto), TRACK, ZERO HARM, FLRA/FLHA
• Sharing relevant information, perceptions and managing feedback
• Confronting important issues;

Work with the team to establish regular reviews with the customer.  These reviews could cover a variety of issues important to both sides, e.g., delivery, service, pricing, machine performance;
Arrange one-on-one and group interactions between key JGI and customer personnel; 
Assess the quality of the important relationships between JGI personnel and customer personnel.  Where the analyses suggest relationships need to be improved, the Sr. Account Manager should work with the account team and other involved JGI employees to develop a remedial action plan.

Develop a Continuous Improvement Partnership between JGI and Customer.  Identify resources in both organizations and help facilitate different projects to reduce the overall cost per ton for the customer, at the same time, improve the JGI offering to the customer.

Develop the Account Plan.  Mine sites that become key accounts will do so because they are strategically important and/or are owned by a parent company with which JGI has initiated a Global Account Strategy.  The Sr. Account Manager needs to work with his or her team and the customer to understand the core needs at the mine site(s).  Just as importantly, the Sr. Account Manager must represent the customers’ interests to JGI and act as a champion in that capacity.  The team must then create a framework within the account management process for meeting those needs.

The annual account plan should include basic elements such as:

• Accessibility
• Communications
• Responsiveness
• Safety, Quality and Process Improvement short and long term goals

The role also covers significant issues regarding:
Part and OE sales forecasts,
Equipment population and performance
The level or resources needed to accomplish annual goals
How committed the customer is to working with JGI on achieving cost/ton reductions.

Assist parts planner to forecast for upcoming sales budgets and implement plan to achieve the targets.

Qualifications/Requirements

• Bachelor’s Degree in a related field (with a strong emphasis /understanding / prior experience with business finance)
• 3-5 years in Account Management, Sales, Project Management, or Product Management in an OEM environment
• Aptitude and interest in heavy equipment and technical applications
• Customer-facing experience (negotiations, customer satisfaction, sales, contract adherence/management)
• "Excellent communication (written and verbal) and presentation skills
• Strong analytical, critical thinking, and problem-solving skills; consider the big-picture when making decisions.
• Negotiation/dispute resolution.
• Ability to foster teamwork and build strong relationships
• Ability to lead and influence people who are not direct reports
• Team building, and coordination across multiple departments and companies
• Prior experience in establishing partnerships/alliances, building a client base, achieving sales goals, working in a team environment, fostering internal and cross-functional relationships, contract negotiation, and planning activities.
• Prior experience leading Continuous Improvement, Root Cause Analysis, and criticality identification projects.  Examples of processes used are Six Sigma, CI, RCM, Kaizen, etc.)
• Proficient in Microsoft Office, Project, Email, and basic web-based protocols and communication and presentation tools.
• Proficient in Salesforce or similar case management program
• Business and financial acumen – understand business drivers and value propositions

Additional Information