Enterprise Account Manager

About the role

We provide solutions. Patients and physicians rely on our diagnostic testing, information, and services to help them make better healthcare decisions. These are often serious decisions with far-reaching consequences and require sensitivity, tact, and a clear dedication to service. This is a remote sales position with periodic nationwide travel.

Responsibilities

• Manage accounts through ongoing business reviews of service, logistics, and supplies to identify customer needs.
• Support sales growth in new/existing key accounts through value-added benefits within the Quest Diagnostics service offering.
• Ensure customer retention by maintaining relationships with current customer accounts and building relationships across key customer bases.
• Develop total knowledge of customer key players along with their operations, identifying issues and finding quick and lasting resolutions.
• Communicate issue resolution, expected timeline of correction, and closure of service-related issues clearly and directly.
• Participate in potential complex clinical discussions that can lead to upselling and growth of the current business base.
• Partner with the Customer Solutions Group to facilitate, prioritize, and resolve customer service issues.
• Escalate service issue non-resolution as appropriate.
• Leverage all tools and resources (including data, SFDC, target lists, Marketing Department, Laboratory resources, and regional resources as needed).
• Provide continuing education to the customer on new technologies and laboratory testing.
• Ensure compliance with company policies and government regulations.
• Follow up with internal stakeholders to ensure all parties are notified of issues and/or resolutions.

Administrative Duties

• Assist in forecasting monthly and quarterly sales.
• Effectively manage day-to-day operations of client issues, communications, and consistently perform administrative responsibilities (e.g., expense reports, sales reports, and other business requests).
• Complete all training courses within assigned timelines, demonstrating proficiency.
• Ensure compliance with company policies and government regulations.
• Answer all emails, phone calls, and text messages in a timely manner to ensure both internal and external clients/customers' needs are met.
• Prepare to serve customers nationwide in multiple time zones (West Coast, Hawaii, Alaska).
• High-speed WiFi is required to be effective in the role.

Requirements

• Two years or more of customer management and/or related commercial sales experience.
• Knowledge of the healthcare industry and general economics of business.
• Ability to develop and sustain strong customer relationships; strong planning and organizational skills.
• Excellent oral and written communication and presentation skills.
• Solid PC skills including Microsoft Software.
• Ability to work remotely without major oversight and/or supervision.
• Strong communication skills, proficiency in PC/Apple products, ability to work in a complex environment, multitasking, and balancing multiple needs on an ongoing basis.
• Residency in the United States, EST time zone preferred.
• A valid driver’s license, motor vehicle record, and background in good standing.
• Travel required.

Qualifications

• Bachelor’s degree in Business, Marketing, Life Sciences, Communications, or a related subject (required).
• Master's in Business, Finance, or Communications (preferred).