Account Management Specialist - Senior

Job Summary

Responsible for managing customer relationships and account strategies for less complex accounts, including regional, single-business-unit, or internal accounts. The role may also support larger and more complex accounts in partnership with senior account management leaders.

The position is responsible for driving sales of Cummins products and services to assigned business customers, expanding existing customer relationships, identifying new business opportunities, and executing account plans aligned with business strategy and revenue objectives. The role acts as a key customer interface and advocate for the voice of the customer within Cummins.

Key Responsibilities

• Develop, manage, and maintain strong business relationships with assigned accounts in alignment with the organization's sales strategy.
• Develop and execute account strategies and sales plans to achieve revenue, growth, customer satisfaction, and business objectives.
• Identify and pursue new business opportunities and support initiatives that contribute to revenue growth and cost reduction.
• Expand sales of Cummins products and services within existing customer accounts by understanding customer requirements and identifying opportunities for growth.
• Lead and coordinate customer communication and interfaces at appropriate stakeholder levels.
• Negotiate and implement customer contracts within established authorization and business guidelines.
• Coordinate with internal stakeholders to address production, distribution, service, inventory, and delivery requirements associated with assigned accounts.
• Act as a champion for the voice of the customer and ensure customer needs and feedback are effectively represented within the business.
• Measure customer satisfaction, identify improvement areas, and develop action plans to strengthen the customer experience.
• Support and drive account strategy execution by collaborating with key stakeholders across functions and business units.
• Drive cross-business-unit account development initiatives in support of broader account strategies.
• Lead Customer Focus Six Sigma initiatives and other improvement activities aimed at strengthening customer relationships and business performance.
• Manage accounts receivable deliverables, including discussions and negotiations related to payment terms, as applicable.
• Maintain accurate sales forecasts and track performance, progress, and forecast accuracy against business targets.
• Monitor account performance, relationship strength, product competitiveness, quality, service, and other key factors to identify risks and opportunities.
• Balance customer requirements with business capabilities related to inventory, service, and delivery, in collaboration with internal stakeholders and customers.
• Use customer and market insights to support account planning, pipeline development, and long-term business growth.

Key Competencies

Customer & Relationship Management

• Customer Focus: Builds strong customer relationships and delivers customer-centric solutions.
• Communicates Effectively: Tailors communication across different audiences and stakeholder levels to convey complex information clearly.
• Integrates Customer Perspective: Uses customer insights to improve sales effectiveness, customer experience, and revenue growth.
• Instills Trust: Builds credibility through honesty, integrity, transparency, and authentic interactions.
• Values Differences: Recognizes and leverages diverse perspectives and experiences.

Commercial & Account Management

• Account Planning: Defines objectives, monitors progress, and drives execution against account and business targets.
• Developing Account Strategy: Evaluates account relationships, financial performance, product competitiveness, quality, service, barriers, customer requirements, and business capabilities to define achievable account strategies.
• Articulates Value Proposition: Understands customer requirements and effectively communicates the value of Cummins products, solutions, and services against customer needs and competitive alternatives.
• Pricing Strategy: Develops and supports pricing approaches by building alignment with relevant stakeholders to achieve business objectives.
• Channel Awareness: Understands industry structure, market dynamics, and routes to market to support business growth.

Sales & Business Development

• Sales Forecasting: Analyzes internal and external customer data and historical trends to support accurate sales forecasts and future consumption planning.
• Sales Pipeline Management: Monitors pipeline health, prioritizes opportunities, identifies gaps, and supports actions required to achieve sales objectives.
• Sense Making: Uses research, probing, and analysis to understand customer needs, buying behavior, and business drivers and translates insights into relevant solutions and actions.
• Adapts to Target Audience: Communicates technical, commercial, and business information appropriately for different audiences.

Leadership & Execution

• Ensures Accountability: Takes ownership of commitments and follows through on deliverables and agreed actions.
• Strong stakeholder management and cross-functional collaboration.
• Ability to manage multiple priorities and work effectively in a dynamic customer-facing environment.
• Strong commercial judgment and problem-solving capability.
• Bachelor’s degree or equivalent qualification in Marketing, Sales, Business Administration, Engineering, a technical discipline, or a related field.
• Equivalent relevant industry experience may also be considered.
• Licensing or other compliance requirements may apply depending on applicable export control and sanctions regulations.

Skills & Experience

• Significant relevant experience in account management, sales, business development, customer management, or a related commercial function.
• Previous customer-facing and/or product-related experience is required.
• Strong understanding of account management, sales strategy, customer relationship management, and business development.
• Experience in identifying new business opportunities and expanding existing customer relationships.
• Strong negotiation, commercial, communication, and stakeholder management skills.
• Experience with purchasing and/or commercial contract negotiation is preferred.
• Experience with sales forecasting, pipeline management, account planning, and customer satisfaction initiatives is preferred.
• Ability to analyze customer, market, and business data and convert insights into actionable account strategies.
• Ability to collaborate effectively across business units and functions to deliver customer and business outcomes.
• Strong customer orientation with the ability to balance customer expectations and business requirements.

Role-Specific Additional Competencies / Requirements

Railways & Parts Business Experience

Prior experience in handling Railways Segment customers, preferably with good exposure to Parts sales through both Direct and Channel routes. Working knowledge of IREPS portal, Railway tenders, bidding processes, customer requirements and associated commercial processes will be an added advantage.

Tender Data Analytics & Market Insights

Strong analytical skills to regularly monitor and analyse Railway tender data, identify trends, competition, business opportunities and gaps, and convert the analysis into actionable business insights for the team.

Sales Initiative & Execution Management

Ability to drive Parts sales initiatives end-to-end, establish clear action plans and milestones, monitor progress through appropriate metrics, and ensure timely execution and closure to deliver the desired business outcomes.

Institutional Team Level Activity - Presentation Deck & Initiative collation

Good presentation and communication skills, with the ability to consolidate business insights, progress and key issues into effective management presentations. Should also be capable of collating and reporting initiatives at the Institutional Team level after interacting with all the Segment Leaders / teams (as and when needed), ensuring visibility, accountability and timely follow-up.