[Hiring] Key Account Partner @IDEX Corporation

Role Description

The Key Account Partner (KAP) is a strategic, self-reliant role responsible for managing and strengthening relationships with IDEX Health & Science’s top-tier Super 80 and 80’s Customers. Working collaboratively with cross-functional teams across the organization and in partnership with their Commercial counterpart, the KAP serves as the primary customer advocate and central point of contact, ensuring a seamless and exceptional customer experience.

This role independently manages all facets of a highly matrixed customer relationship, including:

• Customer inquiries
• Issue resolution
• Account coordination
• Proactive engagement

The KAP leverages strong account management expertise, sound judgment, and decisive problem-solving skills to:

• Address customer needs
• Drive customer satisfaction
• Support long-term retention and growth

Success in this role requires a customer-centric mindset, exceptional relationship-building abilities, and the capability to navigate complex business environments while independently contributing to the achievement of company objectives through outstanding service and strategic account management.

Qualifications

• Bachelor’s degree preferred; equivalent education and experience will be considered.
• Minimum 4 years of customer service, account management, or customer-facing business experience.
• Experience in manufacturing, industrial, or B2B environments required.
• Demonstrated success managing strategic customer relationships and driving business results.

Requirements

• Independently make sound business decisions on behalf of Customer Service that support customer satisfaction, operational performance, and IH&S business objectives.
• Develop, implement, and execute comprehensive account plans and customer management strategies aligned with business goals and growth initiatives.
• Establish, maintain, and strengthen relationships with assigned key accounts through proactive engagement and consistent communication.
• Develop and manage comprehensive communication plans, ensuring timely and effective written and verbal communication with customers and internal stakeholders.
• Collaborate with Regional Sales Managers, Product Managers, Operations leadership, and other cross-functional teams to develop and execute proactive customer management strategies.
• Coordinate customer activities and account requirements through ERP systems, project management tools, export compliance processes, and ISO procedures.
• Develop and oversee strategic ordering plans that align customer needs with IH&S product offerings while supporting profitable business growth.
• Accurately forecast customer demand, ordering patterns, and market trends; adjust business and ordering strategies as necessary to optimize monthly and quarterly results.
• Monitor customer requirements, business conditions, and competitive activity within assigned accounts and recommend actions to protect and expand customer relationships.
• Partner with Commercial, Product Management, and Sales teams to identify growth opportunities and support long-term account development.
• Analyze customer requests, operational constraints, and delivery requirements and collaborate with Operations leadership to determine appropriate solutions.
• Resolve complex customer issues and effectively manage conflict by exercising strong judgment, problem-solving, and decision-making skills under pressure.
• Recommend, develop, implement, and improve customer service, sales support, and operational processes to enhance efficiency, customer experience, and business performance.
• Maintain a comprehensive understanding of IH&S products, pricing structures, customer service processes, part numbering systems, and cross-reference information.
• Serve as a subject matter resource for customers and internal stakeholders regarding products, processes, and account requirements.
• Represent IH&S and IDEX professionally during customer visits, business reviews, audits, trade events, and meetings with domestic and international business units.
• Travel domestically and internationally, as required, to support customer relationships, business objectives, and cross-functional initiatives.
• Maintain technical and professional expertise through participation in training programs, product education, industry research, and company communications.
• Demonstrate comprehensive knowledge of current and new IH&S products and actively participate in ongoing product and technical training opportunities.
• Support continuous improvement initiatives and contribute to achieving departmental, commercial, and organizational performance objectives.
• Perform other duties and special projects as assigned.

Benefits

• Health benefits
• 401(k) retirement savings program with company match
• PTO
• Performance-based bonus plan eligibility