Hi, I’m
Amanda Morgan
Syracuse,NY
Summary
Customer Success and Strategic Account Manager with 6+ years of experience owning and growing B2B customer relationships across aerospace, defense, and industrial markets. Proven ability to manage full account lifecycles from onboarding through renewal and expansion, aligning customer goals with internal teams, operational execution, and measurable outcomes. Known for leading account strategy, mentoring team members, and building trust-based partnerships that drive long-term retention, adoption, and revenue growth in complex, regulated environments.
Overview
9
years of professional experience
1
Certification
Work History
Demand Drive
Business Development Account Manager
09.2025 - Current
Job overview
- Own and manage a portfolio of industrial, aerospace, and defense accounts, serving as the primary point of contact and internal advocate for customer success.
- Lead customer relationships with a focus on long-term success, retention, and expansion rather than transactional selling.
- Leverage CRM and internal tracking tools to oversee account activity, prioritize outreach, and monitor engagement across multiple customers.
- Track account health indicators, milestones, risks, and opportunities to ensure proactive follow-up and a consistent customer experience.
- Mentor team members on customer-first strategies, structured account management, and relationship-driven growth.
- Partner cross-functionally to improve processes, share customer insights, and standardize best practices across accounts.
XTO Incorporated
Account Management & Customer Success
01.2021 - 09.2025
Job overview
- Owned and grew key aerospace and defense accounts, managing the full customer lifecycle from onboarding through renewal and expansion.
- Serve as the primary technical and operational point of contact, supporting customers throughout the full project lifecycle. Provide technical guidance on upcoming projects, including blueprint analysis, vendor sourcing, alternative solutions, specification cross-referencing, and lead-time evaluation.
- Act as the central liaison between vendors and customers to ensure accurate order placement, on-time delivery, and successful execution within required lead times.
- Ensure full compliance with defense and government order regulations, partnering with quality teams on FAI and PPAP reviews, outsourced inspection coordination, and packaging and shipping compliance across logistics operations.
- Served as the primary customer contact, providing proactive communication, issue resolution, and strategic guidance to ensure value delivery.
- Scaled a major aerospace account from $5,000 to $800,000 in under two fiscal years through solution-driven relationship management and account strategy.
- Utilized CRM systems daily to track account activity, forecast demand, monitor renewals, and maintain portfolio visibility.
- Identified at-risk accounts and expansion opportunities through structured tracking, regular check-ins, and performance reviews.
- Led cross-functional collaboration between engineering, production, logistics, and quality teams to ensure alignment with customer requirements.
- Rewrote and implemented a major customer quality policy, strengthening long-term retention and operational trust. Now featured on their company vendor quality policy page on their website.
- Managed government-rated (DPAS) and ITAR-compliant programs with full lifecycle ownership and zero compliance issues.
- Conducted regular customer reviews and on-site visits across multiple states to support adoption and long-term partnerships.
- Built and maintained strong manufacturer partnerships to support technical alignment and faster issue resolution.
- B2B Aerospace & Industrial
WestRock
Operations & Logistics Coordinator
01.2017 - 01.2021
Job overview
- Built a strong operational foundation supporting manufacturing, logistics, and cross-functional teams.
- Coordinated outbound logistics, inventory management, and documentation to meet customer delivery expectations.
- Strengthened process accuracy, communication, and problem-solving skills in a high-volume production environment.
Education
Gogebic Community CollegeWakefield, MI
Associate Degree from Corrections
Wakefield High SchoolWakefield
High School Diploma
06-2010
Skills
- *Strategic Account Management
- Account Portfolio Ownership & Oversight
- Customer Success Lifecycle Management (Onboarding, Adoption, Renewal)
- Client Retention, Expansion & Relationship Growth
- Account Strategy Development
- Stakeholder & Executive-Level Communication
- Cross-Functional Leadership & Collaboration
- Customer Health Monitoring & Risk Identification
- Performance Reviews & Account Forecasting
- CRM & Account Intelligence Systems
- Process Improvement & Workflow Optimization
- Blueprint Reading & Technical Documentation
- Client onboarding
- Customer relationship management
Certification
- 3M Adhesive & Bonding Solutions Specialist
- 3M Converter College — St. Paul, MN
- Loctite Certification
- Blueprint Analysis I & II
- Account Management — MACNY
- Forklift, Skid-Steer, Clamp-Truck & Crane Certified
Tools And Systems
Salesforce, HubSpot, NetSuite, Microsoft Dynamics, Account-level tracking, milestone reporting, internal task coordination, Microsoft Excel, Word, Teams, Office Suite
Timeline
Business Development Account Manager
Demand Drive
09.2025 - Current
Account Management & Customer Success
XTO Incorporated
01.2021 - 09.2025
Operations & Logistics Coordinator
WestRock
01.2017 - 01.2021
Gogebic Community College
Associate Degree from Corrections
Wakefield High School
High School Diploma