Account Manager

Position Summary

The Account Manager is responsible for managing customer accounts while overseeing the successful execution of associated programs within the manufacturing environment. This role serves as the primary liaison between customers and internal teams, ensuring strong client relationships while monitoring program performance from initial planning through production and delivery.

The Account Manager ensures customer satisfaction by aligning program execution with client expectations, maintaining quality and delivery commitments, and proactively addressing risks. This role combines account ownership with hands-on program oversight, ensuring both commercial success and operational excellence.

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Competencies

• Ability to manage customer accounts while overseeing multiple programs simultaneously.
• Strong relationship management and customer communication skills.
• Develop and maintain program plans outlining objectives, timelines, resources, and deliverables.
• Monitor program performance, KPIs, and account health metrics.
• Proven experience in program/project management within regulated manufacturing environments.
• Excellent leadership and crossfunctional collaboration skills.
• Ability to balance customer needs with operational capabilities and constraints.
• Strong analytical, problemsolving, and decisionmaking abilities.

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Essential Functions

• Serve as the primary point of contact for assigned customer accounts, managing all communications related to program performance, manufacturing processes, delivery schedules, and account inquiries.
• Build and maintain strong customer relationships, ensuring high levels of satisfaction, retention, and account growth.
• Oversee and monitor program execution across assigned accounts, ensuring alignment with customer expectations and contractual requirements.
• Coordinate with crossfunctional teams including production, engineering, quality, and logistics to ensure successful program delivery.
• Track program progress, delivery timelines, and account performance metrics; proactively identify risks and implement mitigation strategies.
• Lead and facilitate customer meetings, including Program Management Reviews (PMRs), Contract Management Reviews (CMRs), and account status updates.
• Ensure alignment between customer requirements and manufacturing capabilities, providing guidance on production processes and program execution.
• Support quoting and business development efforts by contributing account knowledge, cost inputs, and schedule considerations.
• Collaborate with quality assurance to ensure compliance with customer, regulatory, and industry standards.
• Drive continuous improvement initiatives across programs and accounts to enhance efficiency, quality, and customer satisfaction.
• Analyze KPIs and account/program performance data to identify trends, risks, and opportunities for improvement.
• Resolve customer concerns, escalations, and conflicts in a timely and professional manner.
• Facilitate communication between internal teams, external partners, and customers to ensure alignment and transparency.
• Maintain accurate account and program documentation, including manufacturing and processrelated materials as needed.
• Adhere to safety protocols and maintain a clean and organized work environment.

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Non-Essential Functions

• This job description is not intended to be a comprehensive list of duties. Responsibilities may change or be added at any time.

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Minimum Qualifications (Education, Experience, Skills)

• Bachelor’s degree in engineering, business administration, or related field. Or equivalent experience.
• Experience in account management, program management, or project management within a manufacturing environment.
• Strong understanding of regulated industries such as aerospace and defense is preferred.
• Exceptional communication and interpersonal skills with a customerfocused mindset.
• Proficiency in project/program management tools and CRM systems.
• Strong analytical and organizational skills with the ability to manage multiple priorities.
• PMP or similar certification is a plus.

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Essential Physical Requirements

• Ability to move throughout the manufacturing floor to monitor program activities and engage with teams.
• Capable of standing, walking, and occasionally climbing stairs or ladders.
• Manual dexterity for inspections, handling materials, or troubleshooting support.
• Ability to lift or carry moderate weight.
• Good visual acuity to identify defects or irregularities.
• Stamina to manage multiple accounts and programs simultaneously.

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Other Requirements

• This is a designated safetysensitive position.

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Reasonable Accommodation Statement

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.