Position SummaryThe 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.
Key ResponsibilitiesCustomer Relationship Management
- 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).
Revenue & Forecast Management
- 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.
Order & Execution Management
- Oversee the order lifecycle: PO receipt, order entry, scheduling, and delivery.
- Ensure alignment between customer request dates and Infinitum ship dates.
- Coordinate shipment strategies (partial shipments, expedited orders, etc.).
- Ensure contractual obligations are being met (Kanban, FG strategy, LT requirements).
Cross-Functional Coordination
- Partner with Supply Chain and Manufacturing to confirm build schedules and material availability.
- Work with Engineering on product releases, ECOs, and technical issues.
- Align with Sales on pricing, contracts, and order accuracy.
Issue Resolution & Escalation
- 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.
Process & Continuous Improvement
- Identify gaps in order management, forecasting, and communication processes.
- Drive improvements in tools and reporting visibility.
- Support standardization of account management best practices.
Key Performance Indicators- Revenue attainment vs. forecast (quarterly/annual).
- Forecast accuracy.
- On-time delivery (OTD).
- Customer satisfaction / retention.
- Order cycle time and issue resolution speed.
Required 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.
Preferred Qualifications- Experience in electric motors, HVAC, or industrial equipment industries.
- Familiarity with SIOP/S&OP processes.
- Experience managing complex accounts with high volume or customization.
BenefitsAt Infinitum, we have created a collaborative community where everyone feels a sense of belonging and works together to achieve shared goals. Our benefits include:
- Comprehensive medical, prescription, dental, and vision coverage
- Health Savings Account (HSA) with employer contributions
- Healthcare FSA, Limited Purpose FSA, and Dependent Care FSA
- Company-paid short-term and long-term disability coverage
- Group Life and AD&D insurance
- Voluntary Life and AD&D insurance
- Employee Assistance Program
- 401(k) retirement plan (no employer match)
- Stock options
- Open paid time off (PTO)
- 12 paid company holidays
- Potential relocation assistance for eligible positions
- Flexible work arrangements, including hybrid opportunities based on role requirements
- Company-paid lunch on Fridays
- Community give-back opportunities
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