Customer Account Specialist

About the role

As a Customer Account Specialist, you will manage a defined portfolio of active ChemDAQ customer accounts and be responsible for the day-to-day decisions and activities necessary to maintain those relationships. This role combines customer relationship management, account coordination, service renewals, problem-solving, and cross-functional coordination.

This is an individual contributor role with significant responsibility for independent judgment and decision-making. The successful candidate will be expected to manage their portfolio with a high degree of autonomy, prioritize competing customer and business needs, resolve routine and moderately complex issues, and determine when management involvement is appropriate. While ChemDAQ provides established processes, policies, and guidelines, this role requires the ability to assess situations, make sound decisions, and adapt when circumstances do not fit a standard process.

The position is accountable for the accuracy, timeliness, and quality of work associated with assigned customer accounts and for ensuring that customer commitments are appropriately communicated and fulfilled across the organization.

This is a full-time, on-site role requiring strong attention to detail, disciplined follow-through, and the ability to manage multiple timelines and priorities simultaneously. The ideal candidate brings a customer-first mindset, sound judgment, and the organizational rigor to keep complex accounts on track, along with the creativity to adapt when a customer's situation calls for something outside the standard playbook.

Responsibilities

• Manage Customer Relationships
  • Serve as the primary point of contact for assigned customer accounts, building strong, professional relationships grounded in responsiveness and trust.
  • Manage day-to-day customer needs independently and ensure open items are addressed in a timely manner.
  • Maintain appropriate proactive contact with customers throughout the contract lifecycle to support satisfaction, retention, and timely renewals.
  • Take ownership of customer commitments and follow through to ensure they are fulfilled.
• Manage Customer Onboarding
  • Guide customer onboarding from order confirmation through system implementation, ensuring clarity around timelines, expectations, and internal processes.
  • Coordinate with internal teams to ensure equipment, services, documentation, and other customer requirements are completed appropriately.
  • Identify potential issues early and take action to keep onboarding on track.
• Secure Contract Renewals
  • Own the annual contract renewal process for ChemDAQ service programs, including the Sensor Exchange Program (SXP) and Extended Warranty agreements, ensuring accuracy and on-time execution.
  • Prepare renewal quotes and supporting documentation accurately and within established timelines.
  • Communicate renewal options and requirements to customers and follow up through completion.
  • Identify potential renewal risks and take appropriate action to support customer retention.
• Exercise Independent Judgment and Decision-Making
  • Independently assess customer needs, account issues, and competing priorities and determine the appropriate course of action within established company guidelines.
  • Make day-to-day decisions regarding customer communication, account management, renewal activities, documentation, and coordination of internal resources.
  • Evaluate situations that fall outside standard processes and determine when an exception, alternative approach, or additional internal support is appropriate.
  • Balance customer needs with ChemDAQ's contractual requirements, policies, operational capabilities, and business objectives when making decisions.
  • Recognize when a situation exceeds established authority or presents significant financial, contractual, operational, or customer risk and involve management appropriately.
• Collaborate Cross-Functionally
  • Coordinate closely with Sales, Production, Technical Services, and Accounting to verify orders, track fulfillment status, and resolve customer inquiries or issues.
  • Ensure customer commitments and requirements are clearly communicated and documented across departments.
  • Support distributor partners by ensuring customer commitments are clearly documented and met.
• Manage Quotes and Documentation
  • Prepare and process quotes, sales orders, and service renewals, including support for custom terms and documentation when needed.
  • Ensure customer records, contracts, pricing, shipping information, and service schedules are accurate and current.
  • Maintain organized documentation and follow established processes for account management activities.
• Maintain Data Integrity
  • Keep customer records accurate and current across internal systems to ensure alignment across departments.
  • Identify discrepancies or missing information and take appropriate action to resolve them.
• Relay Customer Feedback
  • Proactively gather customer feedback and communicate relevant concerns, trends, or opportunities to internal teams.
  • Identify recurring customer issues and contribute ideas for improving service delivery and reducing churn.

Requirements

• Bachelor's degree in business, communications, marketing, or a related field, or equivalent professional experience.
• Prior experience in customer service, account management, or a customer-facing operations role.
• Exceptional attention to detail and comfort managing information across multiple systems.
• Strong organizational, time management, and prioritization skills.
• Ability to work independently while collaborating effectively across departments.
• Demonstrated ability to exercise sound judgment, make decisions within established guidelines, and take ownership of outcomes.
• Ability to recognize when an issue requires escalation and provide management with relevant information and a recommended course of action.
• Demonstrated ability to solve problems creatively and adapt when a situation calls for something outside a standard process.
• Excellent verbal and written communication skills.
• Professional, customer-centric demeanor with a sense of ownership and accountability.

Preferred

• Familiarity with government/GSA contract requirements is a plus.
• Experience with CRMs.
• Experience with contracts, renewals, order processing, or account administration.
• Experience working with technical products or services.

What Success Looks Like

Success in this role means becoming a trusted point of contact for assigned customers while consistently keeping account details, renewals, and customer commitments on track.

During your first year, you will be expected to:

• Become knowledgeable about ChemDAQ's products, services, and customer processes.
• Independently manage assigned customer accounts and routine customer needs.
• Consistently meet renewal, follow-up, and customer communication deadlines.
• Make appropriate day-to-day decisions without requiring direction on routine matters.
• Use sound judgment when balancing customer needs, company policies, contractual requirements, and operational considerations.
• Recognize issues early and take initiative to resolve them.
• Know when to make a decision independently and when to involve your manager or another department.
• Take ownership of outcomes rather than simply completing assigned tasks.
• Build productive relationships with customers and internal teams.
• Contribute to customer retention and the overall customer experience.

Compensation

• Competitive base salary ($50–$54k)
• Performance-based commission opportunity of approximately $5,000–$10,000 annually

Benefits

• Medical, Dental & Vision insurance
• Disability insurance
• Flexible spending account
• Life insurance
• 401(k) with employer 3% contribution
• Paid time off (holidays, vacation and personal/sick days)
• Flexible schedule