Bilingual Account Manager- Spanish/English

About the role

Founded in 1985, IV Labs has proudly remained privately-owned ever since. We're driven by chemistry, compassion, character, and courage. We foster a collaborative, supportive environment where curiosity is encouraged, expertise is valued, and every team member has the opportunity to grow and make an impact.

Responsibilities

• Serve as the primary point of contact for assigned client accounts, managing all communications and touchpoints.
• Communicate with clients via phone, email, and Teams meetings to ensure their needs are clearly understood and addressed.
• Build and maintain strong client relationships to support retention and growth across both new and existing accounts.
• Collaborate with internal departments, including Client Operations, Product Development, Product Management, R&D, and Logistics to fulfill all customer requests and ensure seamless service delivery.
• Review and process client quotes and orders with accuracy, ensuring all necessary information is provided.
• Conduct regular client check-ins (monthly or quarterly) to discuss progress, resolve concerns, and explore opportunities for improvement or expansion as needed.
• Act as the client’s internal advocate, ensuring their needs are communicated and met across departments.
• Resolve client issues and complaints promptly while tracking relevant processes and outcomes to drive continuous improvement.
• Assist with challenging customer requests or escalations when necessary.
• Maintain accurate and up-to-date client records, including contact history, contract details, and account activities.
• Identify upsell, cross-sell, and renewal opportunities and communicate those to the Sales team.
• Support client onboarding and provide ongoing account management throughout the customer lifecycle.
• Deliver client-focused solutions tailored to customer needs and objectives.
• Manage multiple account management projects simultaneously with a strong focus on detail, organization, and follow-through.

Requirements

• Professional working proficiency in both English and Spanish, including the ability to communicate with customers by phone, email, and virtual meetings.
• Excellent listening, negotiation, and presentation abilities.
• Active listening skills with empathy and a customer-first mindset.
• Proven ability to build trust and maintain strong client relationships.
• Demonstrated experience delivering client-focused solutions and resolving customer issues.
• Ability to manage multiple priorities and accounts with strong attention to detail.
• Effective problem-solving and conflict-resolution skills.
• Proficiency in CRM systems and business platforms (e.g., HubSpot, Sage, LIMS).
• Familiarity with Inorganic Ventures’ products and services or a willingness to learn quickly.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
• Ability to work collaboratively across teams and departments.

Preferred

• Associate or bachelor’s degree, or equivalent experience in account management, sales, or customer service.
• Previous experience working in scientific, lab-based, or technical industries.
• Proven success managing accounts and supporting long-term client partnerships.

Benefits

• Generous PTO starting your first day, plus 11 paid holidays
• Medical & Dental: IV pays 100% of employee-only premiums plus a contribution toward dependents; includes HSA with employer contribution
• Life and Short-Term Disability: 100% employer-paid
• 401(k) with up to 4% match (eligible first of the month after 90 days)
• Voluntary add-on policies available: vision, additional life, accident, pet insurance, LegalShield
• Employee Assistance Program for you and your household

Pay

Base salary: $22/hour - $30/hour, plus incentive opportunities. Total annual compensation will vary based on experience and performance.

Schedule

This position is a Hybrid role.