Key Account Manager

About the role

The Key Account Manager is responsible for managing key customer relationships, driving revenue growth, and ensuring seamless execution from order intake through delivery. This role acts as the primary liaison between customers and internal teams (Sales Ops, Supply Chain, Manufacturing, Engineering), ensuring alignment on forecasts, commitments, and issue resolution.

Responsibilities

• Serve as the main point of contact for assigned accounts.
• Build and maintain strong, long-term customer relationships.
• Lead regular customer touchpoints (forecast reviews, order status, issue resolution).
• Own customer forecast accuracy and alignment with internal SIOP/S&OP processes.
• Drive pipeline visibility and ensure timely updates in Salesforce.
• Identify opportunities to pull-in or push-out revenue to meet quarterly targets.
• Oversee the order lifecycle: PO receipt, order entry, scheduling, and delivery.
• Ensure alignment between customer request dates and Infinitum ship dates.
• Cook with Engineering on product releases, ECOs, and technical issues.
• Align with Sales on pricing, contracts, and order accuracy.
• Proactively identify risks to delivery, quality, or customer satisfaction.
• Lead resolution of order discrepancies, delays, or product issues.
• Communicate clearly and promptly with customers on status and mitigation plans.
• Manage accounts receivable escalations.
• Identify gaps in order management, forecasting, and communication processes.
• Drive improvements in tools and reporting visibility.
• Support standardization of account management best practices.

Qualifications

• Bachelor's degree in Business, Engineering, Supply Chain, or a related field.
• 3-7+ years of experience in account management, inside sales, or customer operations (preferably in a manufacturing or industrial environment).
• Strong understanding of forecasting, supply chain, and order fulfillment processes.
• Experience with ERP/CRM systems (e.g., Salesforce, NetSuite, Arena).
• Excellent communication and stakeholder management skills.

Core Competencies

• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and an ownership mindset.
• Effective cross-functional collaboration.
• Customer-centric approach with a sense of urgency.