Account Development Manager

About the role

Our Account Development Managers (ADM) play a crucial role in driving sustainable organic revenue growth within their assigned labs. They transform the way we do business with our customers by focusing on every aspect of customer relationship building to achieve a level of customer intimacy and ease of doing business that results in trust and loyalty.

Responsibilities

• Serve as the primary point of contact for assigned accounts
• Build strong relationships with assigned customers through methodical, personalized, and consistent customer attention, engagement, and service
• Address customer concerns/questions promptly and effectively, ensuring customer satisfaction
• Develop and execute customer retention and growth strategies aligned with company revenue and Service channel sales goals
• Proactively engage with current customers through face-to-face interactions and personalized communication
• Analyze customer data to identify risks, trends, and opportunities to expand revenue within current and additional Service channels tracks
• Understand customer and regional sector needs, opportunities, and pain points to identify opportunities for relationship expansion and revenue and Service track growth
• Build and maintain strong, long-term relationships with customers to understand their needs and exceed their expectations
• Collaborate with cross-functional teams (e.g., Operations, Customer Service Representatives (CSR), product development, Marketing) to improve the quality of the customer experience and facilitate ease of doing business
• Identify and implement initiatives to enhance customer loyalty and satisfaction
• Gather and analyze customer feedback to inform continuous improvement efforts
• Record all activities and updates in Salesforce, including performing Salesforce hygiene to ensure accuracy, completeness, and consistency of data
• Motivate and inspire the team to achieve retention and current customer growth and channel goals
• Travel to customer locations within the region may be necessary, frequency will be based upon customer need
• Travel outside the region may be needed for company-wide initiatives and meetings
• Model the Company’s values to influence others to perform in an aligned manner

Requirements

• Associate’s or Bachelor’s degree in business, marketing, or a related field
• 3+ years of successful experience in customer retention and growth, account management, or a related customer-centric role
• Experience with CRM software (e.g., Salesforce) and data analysis tools
• Strong understanding of the company's products and services or proven ability to quickly understand and absorb new technical information
• Experience in a related industry (e.g., telecommunications, SaaS, E-commerce), preferred
• Experience with customer success platforms, preferred
• Project management skills, preferred

Qualifications

• Customer-centric mindset
• Relationship builder
• Team player and collaborator
• Driven to achieve results
• Adaptable/flexible
• Proactive and solution-oriented approach to challenges
• Developed sales skills with particular emphasis on the generation of thorough and accurate customer needs assessments, solution development, and gaining/maintaining customer commitment
• Strong oral and written communicator, with exceptional rapport and relationship-building skills
• Effective negotiating skills
• Ability to sell to multiple levels and constituencies within customer organizations
• Ability to analyze data and draw meaningful insights

Skills

• Strong understanding of the company's products and services or proven ability to quickly understand and absorb new technical information
• Experience in a related industry (e.g., telecommunications, SaaS, E-commerce), preferred
• Experience with customer success platforms, preferred
• Project management skills, preferred

Benefits

Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and MORE!

Pay

$60,000 - $70,000

Schedule

Flexible schedule to accommodate travel and customer needs