Customer Account Manager

Hawthorn Aero; Dayton (OH); Hybrid; USD 65,000 - 105,000; Full time

Job summary

The Hawthorn Aero Customer Account Manager serves as the primary commercial interface between the company and its production customers. This role focuses on maintaining strong relationships, ensuring satisfaction, managing performance, and coordinating cross-functional teams to support ongoing programs.

The position owns customer communications related to production programs, forecasts, delivery schedules, change requests, issue resolution, and overall account health.

Qualifications

• Bachelor's degree in Business, Engineering, Supply Chain, Operations, or related field.
• 3-7 years of experience in account management, customer service, program management, operations, or manufacturing.
• Strong communication and relationship-building skills.
• Proficiency with Microsoft Office and CRM/ERP systems.

Responsibilities

• Serve as the primary point of contact for assigned customer accounts.
• Build and maintain relationships with customer program, procurement, engineering, and operations personnel.
• Monitor forecasts, orders, backlog, and delivery schedules; coordinate production planning.

Skills

Customer relationship management

Communication skills

Account management

Cross-functional coordination

CRM/ERP systems

Education

Bachelor's degree in Business, Engineering, Supply Chain, Operations, or related field

Tools

CRM/ERP systems

Job description

Location: Dayton / Miamisburg, OH
Employment Type: Full-Time, On-Site
Requirement: Must be a US Citizen
Reports to: VP Operations

POSITION SUMMARY

The Customer Account Manager serves as the primary commercial interface between the company and its production customers. This role is responsible for maintaining strong customer relationships, ensuring customer satisfaction, managing account performance, and coordinating cross-functional teams to support successful execution of existing programs.

The Customer Account Manager owns customer communications related to production programs, forecasts, delivery schedules, change requests, issue resolution, and overall account health. The role works closely with Program Management, Operations, Supply Chain, Engineering, and Quality to ensure customer commitments are achieved while identifying opportunities for growth within existing accounts.

ESSENTIAL RESPONSIBILITIES:

Customer Relationship Management

Serve as the primary point of contact for assigned customer accounts.

Build and maintain strong relationships with customer program, procurement, engineering, and operations personnel.

Conduct regular customer meetings and business reviews.

Monitor customer satisfaction and proactively address concerns.

Escalate and coordinate resolution of customer issues as required.

Account Management

Manage customer accounts from contract award through ongoing production.

Maintain a thorough understanding of customer requirements, priorities, and forecasts.

Support customer demand planning and production scheduling activities.

Coordinate contract modifications, engineering changes, and customer-driven requests.

Ensure customer commitments and expectations are communicated effectively throughout the organization.

Forecast & Order Management

Track customer forecasts, purchase orders, backlog, and production requirements.

Collaborate with Supply Chain and Operations to align capacity with customer demand.

Monitor order status and communicate schedule updates to customers.

Identify potential delivery risks and coordinate mitigation plans.

Cross-Functional Coordination

Work closely with Operations, Quality, Engineering, Supply Chain, and Finance to support program execution.

Facilitate communication between customers and internal teams.

Support root cause investigations and corrective actions for customer concerns.

Coordinate customer visits, audits, and production reviews.

Commercial Support

Support pricing updates, production change orders, and contract modifications.

Assist with annual pricing reviews and long-term agreement administration.

Identify opportunities to increase revenue within existing customer programs.

Support customer retention and long-term strategic partnerships.

Reporting & Metrics

Maintain customer account records and activity tracking.

Prepare account performance reports and customer scorecards.

Monitor key account metrics including delivery performance, quality performance, customer satisfaction, and revenue growth.

Provide account forecasts and updates to leadership.

REQUIRED QUALIFICATIONS:

Bachelor's degree in Business, Engineering, Supply Chain, Operations, or related field.

3-7 years of experience in account management, customer service, program management, operations, or manufacturing.

Strong communication and relationship-building skills.

Excellent organizational and project coordination abilities.

Proficiency with Microsoft Office and CRM/ERP systems.

Ability to manage multiple customer accounts and priorities simultaneously.

PREFERRED QUALIFICATIONS:

Aerospace, defense, manufacturing, or industrial experience.

Experience supporting production programs and supply chain operations.

Understanding of government contracting and aerospace customer requirements.

Familiarity with production planning, forecasting, and contract administration.

Experience working with ERP systems such as Deltek, Epicor, NetSuite, SAP, or Oracle.