Senior Manager, Strategic Account Support

Position Summary

The Senior Manager, Strategic Account Support leads the Strategic Account Support function for Highline Warren's Aftermarket business while managing a team of Strategic Account Support Leads who support the company's largest Retail customers. This role serves as the senior operational partner for a portfolio of strategic Aftermarket accounts, driving cross-functional execution, removing operational barriers, and ensuring exceptional customer support. Working closely with Sales and internal business partners, the Senior Manager develops standardized processes, improves commercial execution, and enables profitable customer growth.

Key Responsibilities

Leadership

• Lead, coach, and develop a team of Strategic Account Support Leads supporting Highline Warren's largest Retail customers.
• Establish priorities, service standards, and best practices across the Strategic Account Support organization.
• Drive employee development, performance management, and continuous improvement initiatives.

Strategic Aftermarket Customer Support

• Serve as the senior operational partner for a portfolio of strategic Aftermarket customers.
• Partner with Sales to execute customer growth initiatives, new business opportunities, product launches, and account transitions.
• Lead cross-functional coordination across Customer Operations, Demand Planning, Supply Chain, Pricing, Product Management, Marketing, Finance, and Regulatory to ensure customer commitments are delivered accurately and on time.
• Drive resolution of complex customer issues related to supply, pricing, product setup, order execution, customer portals, and service performance.
• Oversee customer performance metrics, identify operational risks and opportunities, and support customer business reviews with actionable insights and follow-up.

Operational Excellence

• Develop and standardize processes that improve customer execution and operational efficiency.
• Foster strong cross-functional collaboration to remove barriers and improve responsiveness.
• Champion a customer-focused culture that delivers consistent, high-quality support across the commercial organization.

Key Competencies

• Demonstrated ability to lead, influence, and coordinate cross-functional teams without direct authority.
• Strong organizational, planning, and project coordination skills.
• Ability to prioritize and manage multiple strategic customer initiatives simultaneously.
• Excellent communication, relationship-building, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a focus on continuous improvement.
• Customer-centric mindset with the ability to anticipate needs and drive proactive solutions.
• High attention to detail, accountability, and execution discipline.
• Ability to coach, guide, and share best practices with team members while fostering collaboration.

Success Measures

Success in this role will be demonstrated by:

• Providing exceptional operational support for a portfolio of strategic aftermarket customers.
• Leading the successful execution of customer initiatives through effective cross-functional coordination.
• Improving responsiveness, issue resolution, and overall customer experience.
• Increasing alignment between Sales, Customer Operations, Supply Chain, Pricing, Finance, and other business partners.
• Delivering accurate, timely, and consistent customer-facing outputs with minimal rework.
• Reducing administrative burden and operational friction for the Sales organization.
• Driving continuous process improvements that increase efficiency and scalability.
• Supporting the development and effectiveness of the Strategic Account Support team through leadership, collaboration, and knowledge sharing.