Key Account Manager

Marmon Holdings, Inc. • Manchester, NH

3d

About The Position

The Key Account Manager – Defense serves as the primary point of contact for assigned customers within the shipboard and marine market segment. This role is responsible for managing a high volume of customer inquiries and orders while coordinating technical, commercial, operational, quality and logistics activities to ensure exceptional customer service and on-time delivery. The Account Manager develops and maintains strong customer relationships, supports revenue and profitability growth, monitors order status and project execution, and provides timely communication and reporting to both customers and Marmon team members. Success in this role requires strong organizational skills, attention to detail, responsiveness, and the ability to effectively coordinate across multiple functions in a fast-paced manufacturing environment.

Requirements

• Bachelor’s degree in Business, Marketing, Engineering, Supply Chain, or a related field preferred.
• Minimum of 3–5 years of account management, inside sales, customer service, or commercial operations experience in a manufacturing, industrial, marine, aerospace, defense, or technical products environment.
• Experience managing multiple customer accounts and high-volume customer interactions.
• Experience working cross-functionally with engineering, operations, supply chain, and logistics teams.
• Strong customer relationship management and communication skills.
• Ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Proficiency with ERP systems, CRM platforms, Microsoft Excel, and reporting tools.
• Ability to interpret technical information and effectively communicate customer requirements internally.
• Strong negotiation and commercial acumen.
• Detail-oriented with excellent follow-up and execution skills.
• Ability to work independently while collaborating effectively across departments.

Responsibilities

• Serve as the primary commercial contact for assigned customer accounts and develop long-term customer relationships.
• Manage a high volume of customer inquiries related to quotations, orders, delivery schedules, technical requests, product availability, logistics, invoicing, and order status.
• Provide prompt, accurate, and professional responses to customer requests to ensure a high level of customer satisfaction.
• Coordinate customer communications regarding order changes, production schedules, delivery commitments, and issue resolution.
• Conduct scheduled customer status meetings and maintain detailed records of interactions, opportunities, and action items.
• Identify opportunities to grow revenue, improve profitability, and expand market share within assigned accounts.
• Support new business development efforts and collaborate with field sales personnel to achieve revenue and operating profit objectives.
• Prepare quotations, pricing proposals, and sales agreements in accordance with company policies and customer requirements.
• Negotiate pricing, commercial terms, and delivery requirements while maintaining profitability objectives.
• Monitor customer forecasts, demand trends, and project opportunities to support business planning.
• Coordinate technical, commercial, manufacturing, quality, and logistics activities to ensure successful execution of customer orders.
• Track and manage customer inquiries and open orders from receipt through shipment and delivery.
• Attend production and operational meetings to monitor order progress and proactively communicate status updates.
• Partner with Engineering, Operations, Supply Chain, and Quality teams to resolve customer concerns and support new product development initiatives.
• Troubleshoot and resolve issues related to product quality, shipping, invoicing, scheduling, and customer requirements.
• Maintain inquiry, quotation, and order tracking systems to ensure timely follow-up and execution.
• Develop and provide bi-weekly status reports and performance metrics, including: Open inquiries and response times, Quotation activity and conversion rates, Open order status, On-time delivery performance, Customer service metrics, Revenue and profitability trends, Key customer opportunities and risks.
• Prepare reports and analyses to support management decision-making and business planning.
• Participate in Lean, 5S, and 80/20, continuous improvement initiatives focused on customer experience, process efficiency, and operational excellence.
• Ensure compliance with NAVSEA and NAVAIR quality procedures, government sanction screening requirements, and all applicable company policies.
• Maintain compliance with environmental, health, and safety standards.
• Represent the company at customer meetings, industry events, professional conferences, and trade associations as required.
• Serve as backup support for other sales and account management team members as needed.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level