Senior Manager - Global Account Management

Senior Manager - Global Account Management

• Location : Bayan Lepas, Penang
• Salary : Max RM20,000
• Employment Type: Full-time Employment
• Open for : Local/PR

Job Objective

The Senior Manager, Global Account Management is responsible for managing, developing, and expanding strategic relationships with key customers operating across multiple sites in Malaysia and Thailand.

The role serves as the primary commercial interface between key customers and internal cross-functional teams across multiple business units. The incumbent will drive strong alignment across sales, operations, engineering, finance, logistics, and other supporting functions to ensure effective customer engagement and seamless program execution.

The key objective is to drive sustainable revenue growth, strengthen customer satisfaction, identify new business opportunities, and develop long-term strategic partnerships with key global accounts.

Key Responsibilities

1. Strategic Account Management

• Serve as the primary point of contact for assigned strategic accounts and develop strong, trusted relationships with key customer stakeholders.
• Maintain a high level of customer satisfaction by understanding customer expectations, business priorities, and operational requirements.
• Develop and implement account management strategies aligned with customer needs and business objectives.
• Act as the customer advocate internally while balancing customer expectations with commercial and operational requirements.

2. Business Growth & Commercial Development

• Support management in developing and executing strategic account growth plans.
• Lead commercial discussions and coordinate business opportunities involving multi-site customer programs and projects.
• Identify opportunities for revenue growth, new programs, expanded capabilities, and increased share of business.
• Build a strong understanding of customer business strategies, market trends, and future requirements to proactively position the organisation for growth.
• Partner with commercial and business development teams to develop and execute account expansion strategies.

3. Customer & Cross-Functional Coordination

• Coordinate closely with internal teams, including operations, engineering, finance, quality, supply chain, and logistics, to address customer requirements and resolve issues effectively.
• Lead cross-functional teams to ensure timely and successful execution of customer programs, projects, and commitments.
• Facilitate effective communication between customers and internal stakeholders to ensure alignment on priorities, timelines, deliverables, and expectations.
• Proactively manage customer concerns and drive timely resolution of issues.

4. RFQ, Pricing & Quotation Management

• Manage customer Request for Quotation (RFQ) activities from initial enquiry through to quotation submission.
• Coordinate with finance, engineering, operations, procurement, and other relevant functions to obtain accurate costing and technical inputs.
• Review pricing, cost assumptions, commercial terms, and quotation requirements to ensure proposals are competitive and commercially viable.
• Support commercial negotiations and ensure quotations are aligned with customer expectations and business objectives.
• Monitor quotation performance and identify opportunities to improve competitiveness and win rates.

5. Customer Relationship & Business Development

• Develop a deep understanding of key customer organisations, business models, product portfolios, and strategic priorities.
• Establish relationships with customer stakeholders across multiple levels, including technical, operational, procurement, and management functions.
• Identify emerging customer needs and translate them into potential business opportunities.
• Work closely with customers to support continuous improvement initiatives and identify opportunities to enhance customer value.
• Represent the organisation professionally in customer meetings, business reviews, technical discussions, and commercial negotiations.

6. Account Performance & Risk Management

• Monitor overall account performance against key commercial and operational objectives.
• Track customer requirements, commitments, projects, RFQs, and business opportunities.
• Identify potential commercial, operational, quality, delivery, and relationship risks and develop appropriate mitigation plans.
• Provide regular account performance updates, business forecasts, opportunity pipelines, and risk assessments to management.
• Ensure timely escalation of critical customer and commercial issues.

7. Program & Project Execution

• Lead and coordinate cross-functional activities for strategic customer programs and projects.
• Ensure customer requirements, milestones, deliverables, and timelines are clearly communicated and effectively managed.
• Work with internal teams to resolve project execution challenges and ensure successful program delivery.
• Drive accountability across stakeholders to ensure customer commitments are met.

8. Leadership & Stakeholder Management

• Lead and influence cross-functional teams across different business units and geographical locations.
• Build strong working relationships with senior internal stakeholders and customer decision-makers.
• Demonstrate strong negotiation, influencing, and conflict-resolution skills when managing complex customer and business requirements.
• Promote collaboration, accountability, and customer-focused thinking across the organisation.

9. Other Responsibilities

• Perform other account management, commercial, business development, and strategic initiatives as assigned by management.
• Support management in strategic projects and initiatives that contribute to overall business growth and customer development.

Required Skills & Competencies

• Proficient in Microsoft Office applications and general business software.
• Strong presentation, communication, negotiation, and interpersonal skills.
• Excellent verbal and written communication skills, with the ability to communicate effectively with stakeholders at all organisational levels.
• Strong ability to lead, influence, motivate, negotiate, and build relationships across functions, business units, and geographical locations.
• Strong commercial awareness and customer-oriented mindset.
• Excellent analytical, problem-solving, and decision-making capabilities.
• Highly organised and detail-oriented, with the ability to manage multiple priorities and complex customer requirements.
• Able to work independently with minimal supervision while maintaining strong accountability for results.
• Ability to perform effectively under pressure and meet demanding timelines.
• Adaptable and flexible in a dynamic, fast-changing business environment.
• Strong team player with the ability to collaborate effectively across cultures, functions, and locations.

Education & Experience

• Bachelor's Degree in Business Studies, Business Administration, Engineering, or an equivalent discipline.
• Min 10years of experience in Account Management, Global Account Management, Program Management, Customer Management, Business Development, or a related field.
• Experience managing strategic or global accounts across multiple countries or manufacturing sites will be an advantage.
• Experience in a manufacturing, engineering, semiconductor, aerospace, industrial, or high-technology environment is preferred.
• Strong understanding of commercial processes, customer relationship management, RFQ management, pricing, and business development is an advantage.