Key Account Manager

Job Title: Key Account Manager
Reports To: Jessica Merrill

Position Overview

The Key Account Manager (KAM) is responsible for building long-term strategic partnerships with NEMO’s most important accounts and helping to drive revenue growth. This role requires balancing strong relationship management with operational excellence, ensuring accounts are supported end-to-end, from order placement through fulfillment and post-sales service. The KAM will serve as the primary liaison between key accounts and internal teams, ensuring alignment, collaboration, and execution across sales, operations, marketing, logistics, and finance.

Essential Duties & Responsibilities

Account Management & Relationship Building

• Build, nurture, and maintain strong, trust-based relationships with key accounts, external sales representatives, and internal NEMO teams.
• Act as the primary point of contact for assigned accounts, managing all communications and directing inquiries to appropriate internal stakeholders.
• Anticipate evolving customer needs, proactively identifying opportunities for account growth, process improvements, and enhanced satisfaction.
• Monitor sell-through performance, market trends, and competitor activity to provide actionable insights and strategic recommendations.

Order & Fulfillment Management

• Oversee the full order lifecycle, including pre-season bookings, ASAP orders, and backorder management, and forecasts ensuring accuracy, timeliness, and customer satisfaction.
• Ensure accurate order entry in NetSuite and coordinate with our internal logistics team and 3PL partners for prompt processing and on-time delivery.
• Validate EDI-generated orders with key accounts to confirm correct pricing and optimize fulfillment within the provided ship windows.
• Partner with Sales Operations and the Supply team to align demand with inventory availability, ensuring key accounts receive proper allocation and support NEMO’s revenue goals.

Forecasting, Reporting & Analysis

• Conduct monthly sales forecasts for key accounts channels, providing weekly updates to stakeholders.
• Analyze key account sell-through and inventory data, creating actionable reporting and insights to drive strategic discussions with accounts and sales reps.
• Develop and maintain a channel dashboard to track key performance metrics such as YTD/MTD sales, forecast gaps, promo budgets, co-op contributions, inventory risks, and channel projects.

Cross-Functional Collaboration & Support

• Partner cross-functionally with Sales, Marketing, Operations, Logistics, and Finance to ensure seamless execution of account initiatives.
• Collaborate on sales meetings, trade shows, and other events, contributing to planning, logistics, and execution.
• Provide cross-training and backup support for North American Dealer Services during peak periods or PTO gaps.
• Support the North American Customer Service team as needed by fielding domestic ZenDesk tickets during peak seasons.

Requirements & Qualifications

• Work Environment: Must be available to work onsite in the Dover, NH office at least 3 days per week.
• Experience: 3–4 years of relevant experience in sales, account management, or customer service is required; strong candidates with equivalent skills will be considered.
• Technical Skills:
  • Proficiency in NetSuite preferred; familiarity with EDI systems (SPS Commerce a plus).
  • Advanced Excel skills with demonstrated ability to analyze, interpret, and present data for actionable decision-making.
• Professional Skills:
  • Strong interpersonal and relationship-building skills with internal teams and external partners.
  • Excellent verbal and written communication skills, with attention to clarity, tone, and professionalism.
  • Proven ability to manage multiple accounts simultaneously while meeting deadlines and delivering on commitments.
  • Demonstrated success in developing customer solutions and contributing to sales target achievement.
  • Strong analytical and problem-solving skills, with a proactive and solution-oriented mindset.
  • Highly organized, detail-oriented, and capable of managing competing priorities in a fast-paced environment.
  • Self-motivated with the ability to work independently as well as collaboratively in a team setting.
• Industry Knowledge: Solid understanding of key account management principles is required; specific experience with distribution channels or the outdoor/consumer goods industry is helpful but not essential.

Salary : $65,000 - $80,000