Account Manager

About the role

The Account Manager serves as the liaison between customers and cross-functional internal teams to ensure timely and successful delivery of SCI’s product and service solutions in accordance with customer needs and company processes.

Responsibilities

• Manage activities in support of assigned customer tiers in accordance with customer requirements
• Assist customers through email, phone, video conference and/or in-person meetings
• Ensure timely and successful delivery of solutions in accordance with customer requirements
• Position SCI’s value proposition and build long-term client relationships
• CalCloud onboarding and customer adoption of CalCloud software
• Partner with management to meet monthly goals (Recalls, In-Lab Monthly Asset Goal)
• Manage equipment TAT expectations and update customers regarding equipment status
• Remain up-to-date on job knowledge by participating in technical and professional training
• Responsible for Recall Success for assigned customers
• Utilize business systems in support of CalCloud, CRM, Smartsheet and other business systems as required
• Support Account Management Supervisor with Tier 1 customers as needed
• Responsible for Clean Room Recall program, Fixed Price Quoting, CRM data entry for Clean Room Fixed Price Quotes and Sales Orders, Quote Follow-up, and other general duties related to calibration customers

Requirements

• Associate degree and at least 2+ years of work experience in account management and customer service
• Previous customer service and/or account management experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Experience in delivering client-focused solutions based on customer needs
• Proven ability to manage multiple projects while maintaining attention to detail
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communication skills
• Self-motivated and able to thrive in a fast-paced environment
• Natural relationship builder with integrity, reliability and maturity
• Ability to prioritize competing tasks
• Critical thinking and problem-solving skills
• Excellent time management skills
• Proficient with Microsoft Office Suite, Google Apps, OneDrive or other collaborative software
• Must be able to pass a pre-employment drug screening

Additional Skills

• Team player
• People skills
• Takes initiative
• Customer focus
• Multitasking
• Attention to detail
• Safety

It is SCI’s policy to require safe operations and practices from all employees and to ensure our management team focuses on maintaining a safe working environment even while working in hazardous work environments.

Physical Requirements

• Ability to lift equipment weighing up to 50 pounds (with equipment, as needed)
• Bending, squatting, kneeling, stooping, crouching
• Able to stand for long periods of time when needed