Key Account Manager

Reports to: Director, Sales

POSITION SUMMARY

The Senior Key Account Manager is responsible for the strategic leadership, commercial performance and overall management of a portfolio of key customer accounts representing significant revenue, growth potential and strategic importance to the organization.

This role owns the account strategy and leads its execution, delivering profitable growth, strengthening customer partnerships and coordinating internal resources to meet customer commitments. The successful candidate will build relationships across customer organizations, from plant operations and technical teams to procurement and executive leadership, positioning the organization as a trusted packaging advisor and long-term business partner.

The Senior Key Account Manager combines strategic thinking with disciplined execution and a detailed understanding of account performance. Working closely with Sales leadership and cross-functional partners, this individual anticipates customer needs, resolves complex issues and develops packaging solutions that create value for both the customer and the business.

POSITION RESPONSIBILITIES

Strategic Account Leadership

• Develop and execute comprehensive account plans for a portfolio of customers, including growth opportunities, profitability targets, relationship development, competitive positioning and risk mitigation.
• Build a deep understanding of each customer's business strategy, operations, product portfolio and packaging requirements.
• Establish strong relationships with key decision makers and executive sponsors across procurement, operations, technical, innovation and commercial functions.
• Lead annual customer reviews and joint business planning, using customer, market and account insights to shape priorities and demonstrate value.

Commercial Performance and Growth

• Own account sales, volume, margin and retention objectives; monitor performance and lead corrective action where results fall short.
• Identify and pursue opportunities for new products, additional business, innovation and expansion across customer locations or business units.
• Lead pricing discussions, proposals and commercial negotiations within approved parameters, balancing customer requirements with profitability and operational capabilities.
• Partner with Finance and Pricing to understand account economics, including product mix, cost to serve and margin improvement opportunities.
• Lead commercial contract negotiations and renewals with appropriate internal support and approvals.

Account Execution and Cross-Functional Leadership

• Serve as the primary commercial lead for assigned accounts, aligning internal stakeholders around customer priorities, commitments and account plans.
• Work closely with Customer Service, Planning, Operations, Quality, Graphics, Engineering and Finance to deliver coordinated account support.
• Maintain sufficient knowledge of day-to-day account activity to identify emerging issues, challenge assumptions and intervene when required.
• Lead the commercial coordination of product launches, packaging changes and other significant customer initiatives, ensuring clear responsibilities, milestones and communication.
• Manage complex customer escalations, coordinating timely resolution and communicating realistic recovery plans.
• Translate customer demand, promotional activity and growth plans into actionable input for forecasting and capacity planning.

Business Insight and Governance

• Maintain accurate account forecasts, opportunity pipelines, action plans and performance reporting.
• Provide Sales leadership with clear recommendations on account opportunities, risks, investment requirements and commercial decisions.
• Bring customer, competitor and packaging industry insights into internal planning and innovation discussions.
• Share account management expertise and contribute to stronger practices across the sales team.

SKILLS AND EXPERIENCE REQUIRED

• University degree or an equivalent combination of post-secondary education and relevant experience.
• Typically seven or more years of progressive B2B sales or account management experience, including direct ownership of large, complex customer accounts.
• Experience in rigid packaging, food packaging or a related manufacturing or technical industry strongly preferred.
• Demonstrated success developing strategic account plans, delivering profitable growth and managing senior customer relationships.
• Strong commercial acumen, including pricing, negotiation, contracts, forecasting and account profitability analysis.
• Proven ability to lead cross-functional teams and influence outcomes without direct reporting authority.
• Ability to understand technical packaging requirements and translate them into practical customer solutions.
• Strong analytical, presentation and communication skills, including proficiency in Excel, PowerPoint and CRM systems.
• Ability to travel domestically and internationally as required, with valid travel documents and a driver's license.
• Fluent in English; French is an asset.