Key Account Partner

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact.

With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

Job Title: Key Account Partner

Location: West Henrietta, NY or Remote

Reports To: Manager, Key Account Partners

Position Summary:

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, and proactive engagement. The KAP leverages strong account management expertise, sound judgment, and decisive problem-solving skills to address customer needs, drive customer satisfaction, and support long-term retention and growth. Acting as a trusted liaison between customers and internal functional areas, the KAP identifies opportunities for process improvement, anticipates customer challenges, and implements strategic solutions that enhance operational effectiveness and strengthen customer partnerships.

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.

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Essential Job Functions:

· 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.

Core Competencies

· Independently analyzes complex information and makes sound business decisions that support customer and organizational objectives.

· Identifies, investigates, and resolves complex customer and operational issues with efficiency and accuracy.

· Proactively identifies opportunities for process improvement and implements solutions that enhance customer experience and business performance.

· Manages projects autonomously from initiation through completion, ensuring timely execution, quality outcomes, and accountability for results.

· Demonstrates a creative and innovative mindset, developing solutions that improve processes, operational efficiency, and customer satisfaction.

· Applies strong business acumen with a clear understanding of how customer service activities impact growth, profitability, costs, and long-term business success.

· Functions as an independent thinker and decision-maker while effectively collaborating within a matrixed organization.

· Builds strong cross-functional partnerships, coordinates activities across teams, and drives alignment to achieve customer and business goals.

· Communicates effectively through exceptional written and verbal communication skills, tailoring messages to customers and internal stakeholders.

· Demonstrates proficiency in MRP systems to support customer requirements; experience with JD Edwards (JDE) is preferred.

· Utilizes Microsoft Office applications, including Word, Excel, Teams, and Outlook, to communicate professionally, analyze business data, and develop customer-facing reports and summaries.

· Maintains knowledge of export shipping methods, international logistics, and compliance requirements to support global customer needs.

· Effectively navigates conflict, influences outcomes, and values diverse perspectives across functions both within and outside the organization.

· Acts with a customer-focused mindset while balancing operational priorities and business objectives to deliver sustainable results

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.

Physical/Mental Requirements

· Ability to work at a computer for extended periods.

· Ability to travel as required.

· Ability to lift up to 20 pounds occasionally.

· Strong attention to detail and ability to analyze business information

IDEX is an equal oppo