Job Description
Job Description
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.