Job Overview

The Manager, Key Account Management, is responsible for leading the regional key account management team and the operating model used to retain, grow, and protect strategic customer relationships. This role develops account management discipline, coaching, and governance that enable Key Account Managers and Senior Key Account Managers to become trusted advisors, improve customer satisfaction, increase solution adoption, and drive predictable recurring and expansion revenue. The position serves as a senior customer advocate and internal connector across Modular Mining Systems, Komatsu Mining Technology Solutions, Komatsu distributors, Product Management, Support, Services, Engineering, Finance, and regional leadership to deliver the One Komatsu approach and value-driven technology solutions to mining customers.

Key Job Responsibilities

• Leads, coaches, and develops a team of Key Account Managers and Senior Key Account Managers; establishes performance expectations, account coverage discipline, call planning expectations, and professional development plans.

• Owns the strategic account management framework for the region, including account segmentation, account plan quality, executive engagement, customer health, customer satisfaction, and regular account review cadence.

• Drives retention, renewals, account expansion, and solution adoption across the assigned customer portfolio by ensuring the team identifies customer business challenges and develops value-driven sales strategies and proposals.

• Provides governance over forecast accuracy, CRM/Salesforce compliance, opportunity management, renewal pipeline, account reporting, and customer engagement activity to support predictable revenue performance and timely leadership visibility.

• Serves as an escalation point and senior customer advocate for critical account issues, coordinating with Product Management, Support, Services, Engineering, Finance, Legal, Komatsu distributors, and regional/global leadership to resolve issues and protect customer satisfaction.

• Leads commercial and contract management activities for the assigned account portfolio, including Customer Care Agreement, SaaS and support contract adherence, renewal strategy, pricing coordination, contract risk identification, and revenue collection support.

Qualifications/Requirements

• Bachelor’s degree in Business Administration, Engineering, Mining, Technology, or related field, or equivalent combination of education and relevant sales, customer success, or account management experience.

• Minimum of eight (8) years of experience in mining, mining technology, industrial technology, account management, customer success, or related commercial roles.

• Minimum of three (3) years of experience leading, coaching, mentoring, or directly managing commercial or customer-facing team members.

• Proven experience managing complex, high-value strategic customer accounts and executive-level stakeholder relationships.

• Demonstrated ability to lead account planning, customer engagement strategy, contract renewals, opportunity management, sales forecasting, and CRM/Salesforce compliance.

• Strong commercial acumen, negotiation capability, presentation skills, written communication, and executive presence.

• Ability to influence across a matrixed organization and collaborate with Product Management, Support, Services, Engineering, Finance, Legal, Komatsu distributors, and leadership teams.

• Strong problem-solving, risk management, prioritization, and decision-making skills in high-pressure customer situations.

• Ability to travel domestically and internationally up to 50% of the time, including travel to remote mining locations.

• Valid driver’s license and ability to obtain required travel documentation, including passport.

Additional Information

Preferred Skills

• Experience applying value-based selling methodologies.

• Experience managing recurring revenue, support contracts, Customer Care Agreements, Service Level Agreements, renewals, and account expansion strategies.

• Knowledge of mining technology products and services, including fleet management, mine operations software, maintenance systems, machine guidance, reporting/analytics, and autonomy-enabling technologies.

• Experience using CRM platforms, preferably Salesforce, to manage pipeline, forecasts, account plans, customer contacts, and sales governance.

• Experience working with global business units, OEM organizations, dealer/distributor networks, and cross-regional customer teams.

• Bilingual proficiency in Spanish or French preferred.