Essential Duties and Responsibilities

Customer Success & Strategic Account Management

• Serve as the primary day-to-day point of contact for assigned strategic partners and international accounts, managing communication and priorities across active programs and working with Operations and scheduling and logistics.
• Build trusted relationships at multiple levels within partner and customer organizations to strengthen engagement, adoption, retention, and long-term growth.
• Facilitate quarterly and annual business reviews, program discussions, and other key touchpoints to align stakeholders on performance, priorities, timelines, risks, and outcomes.
• Monitor account health and partner satisfaction, proactively identifying concerns, communicating risks, and coordinating corrective actions.
• Maintain accurate account documentation, communication records, action items, issue logs, deliverables, and program status reporting.

International Business Development & Revenue Growth

• Build, manage, and grow a high-performing international channel partner network, including OEMs, resellers, and service-only providers.
• Develop partner and end-user pipeline by identifying target accounts, expansion opportunities, additional locations, and new service offerings.
• Align with partners on annual growth targets, opportunity plans, and revenue expectations; track progress and address performance gaps.
• Participate in customer meetings, site assessments, executive presentations, trade missions, and industry events to develop and close opportunities.

Partner Enablement & Deal Support

• Deliver sales coaching and product education, and coordinate technical training with Engineering, so partners can position Intelli-Hood effectively and communicate energy savings, operational value, and return on investment.
• Provide commercial and strategic guidance throughout the sales cycle, system rollout, and ongoing account relationship, engaging Engineering on technical questions.
• Support key customer engagements and bring in the right internal resources to scope, propose, and expand programs. 
• Help partners establish repeatable market-development plans, account strategies, and follow-up practices.

Program Execution & Cross-Functional Coordination

• Oversee the rollout and adoption of Intelli-Hood across partner and customer locations, working with Operations on scheduling and installation coordination to ensure clear ownership, timely follow-through, and consistent service experience.
• Partner with Operations, Field Service, Engineering, Quality, Finance, and Sales to deliver responsive, high-quality solutions.
• Collaborate with the Engineering Lead and other technical resources on BOM scoping, issue processing, system integration, solution delivery, and engagement with global equipment suppliers.
• Identify, escalate, and help resolve operational and technical issues with urgency, professionalism, and a solutions-oriented approach.

Forecasting, Market Intelligence & Strategic Planning

• Maintain accurate CRM records, forecasts, pipeline visibility, account plans, and program reporting across assigned partners and territories.
• Analyze market conditions, energy costs, incentives, codes, standards, and competitive activity to prioritize opportunities and strengthen market positioning.
• Provide leadership with clear updates on account health, partner performance, pipeline, revenue outlook, risks, and recommended actions.
• Represent Melink professionally in all customer, partner, supplier, and industry interactions.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree required; Business, Mechanical Engineering, or a related technical field preferred.
• Five or more years of experience in B2B sales, business development, customer success, account management, or program coordination; experience in HVAC, commercial kitchen equipment, or energy efficiency preferred.
• Experience managing large, complex national or global accounts and building or growing channel partners or distribution networks.
• Demonstrated ability to develop pipeline, support complex multi-stakeholder deals, manage program execution, and identify account-expansion opportunities.
• Strong commercial acumen, including forecasting, pipeline management, revenue planning, and business-review preparation.
• Technical aptitude with mechanical or electrical systems and the ability to translate technical concepts, energy savings, and ROI into clear business value.
• Excellent written, verbal, presentation, and relationship-management skills; comfortable engaging across organizational levels and cultures.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, accounts, and stakeholders simultaneously.
• Proficiency with CRM and ERP systems; HubSpot and SAP experience preferred.
• English required; second language preferred.
• High level of integrity, professionalism, initiative, ownership, and personal accountability.
• Willingness and ability to travel domestically and internationally up to 25%, as well willingness to schedule/take calls with international customers outside normal USA working hours when necessary.

Physical Demands

Competencies

• Ownership - Takes full responsibility for commitments, account health, partner performance, pipeline development, program execution, and results. Proactively addresses gaps and follows through.
• Customer Focus - Understands what partners, end users, and internal customers value. Builds trust, resolves issues, and delivers measurable value that supports retention and growth.
• Communication - Communicates clearly, concisely, and professionally across cultures and organizational levels. Translates technical information into relevant business value.
• Continuous Improvement - Seeks feedback and identifies better, faster, and more effective ways to improve partner enablement, customer experience, and commercial performance.
• Resourcefulness - Uses available resources creatively and efficiently to solve problems, navigate complex markets, and move programs and opportunities forward.