Account Manager

Job Description

Job Description

The Account Manager is responsible for managing and growing an assigned portfolio of existing and new customer accounts. This role serves as the primary relationship owner for assigned customers, ensuring timely communication, strong customer retention, account growth, and identification of new sales opportunities. Performance in this role is evaluated against account retention, growth, and pipeline targets established by leadership.

The Account Manager will develop a working understanding of each customer’s business, purchasing history, product needs, and growth potential. This role partners closely with Customer Service, Sales Development, Marketing, Purchasing, and Operations to provide a consistent customer experience and identify opportunities to increase customer value and long-term loyalty. Please note that this position is also eligible for Quarterly Performance Incentive Bonuses.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Account Management and Relationship Building

1. Serve as the primary point of contact for assigned customer accounts.
2. Build and maintain strong, professional relationships with key customer contacts.
3. Conduct proactive outreach to understand customer needs, purchasing patterns, upcoming requirements, and satisfaction.
4. Ensure customers receive timely follow-up, support, and resolution of account-related questions or concerns.
5. Maintain regular contact with assigned accounts through calls, email, virtual meetings, and other approved communication methods.

2. Account Growth and Retention

1. Identify opportunities to grow existing accounts through cross-selling, upselling, product introductions, promotions, and additional services.
2. Review account purchasing history and customer activity to identify declining sales, dormant accounts, or growth opportunities.
3. Develop account-specific follow-up plans to improve retention and increase customer spend.
4. Re-engage inactive or declining accounts assigned for recovery.
5. Support customer retention by identifying concerns early and coordinating internal resources to resolve issues.

3. Sales Opportunity Management

1. Conduct needs assessments to understand customer requirements, product use, purchasing processes, and decision-making timelines.
2. Prepare and present product recommendations, quotes, promotions, and account-specific solutions.
3. Follow up on open quotes, pending opportunities, and customer commitments.
4. Maintain an active pipeline of account-growth opportunities.
5. Coordinate with Sales Development Representatives on qualified leads, account handoffs, and follow-up opportunities.

4. Customer Experience and Internal Collaboration

1. Partner with Customer Service, Purchasing, Operations, Marketing, and Finance to support customer needs and resolve account issues.
2. Escalate significant customer concerns, retention risks, or service issues to leadership as appropriate.
3. Communicate customer feedback, product requests, common objections, and market trends to internal teams.
4. Support onboarding and transition of newly assigned accounts.

5. Account Data, Reporting, and Planning

1. Maintain accurate customer records, notes, opportunities, activities, and follow-up commitments in NetSuite and/or the CRM.
2. Keep assigned account information current, including contacts, customer segment, product interests, and account status.
3. Review sales performance and account activity to identify trends, risks, and growth opportunities.
4. Provide regular updates to leadership on account performance, pipeline activity, retention risks, and growth opportunities.
5. Participate in account reviews, sales meetings, and planning discussions as assigned.

QUALIFICATIONS

1. Ability to build and maintain professional relationships with customers and internal partners. (Required)
2. Strong verbal, written, and interpersonal communication skills. (Required)
3. Ability to identify customer needs and recommend appropriate solutions. (Required)
4. Strong organizational, follow-up, and time-management skills. (Required)
5. Ability to manage multiple accounts, priorities, and customer commitments. (Required)
6. Self-motivated with a results-driven and customer-focused approach. (Required)
7. Strong problem-solving skills and ability to resolve customer concerns professionally. (Required)
8. Ability to work independently while collaborating effectively with a team. (Required)
9. Proficiency in Microsoft Office Suite (Required)
10. Experience managing account-growth plans, sales pipelines, or customer portfolios. (Preferred)
11. Experience with NetSuite, Salesforce, HubSpot, or similar CRM/ERP systems. (Preferred)

EDUCATION and/or EXPERIENCE

1. High school diploma or equivalent. (Required)
2. Associate’s or bachelor’s degree in Business, Marketing, Communications, Healthcare Administration, or a related field. (Preferred)
3. Three or more years of account management, inside sales, business development, customer success, or relationship-based sales experience. (Required)
4. Experience managing an assigned portfolio of customer accounts and meeting revenue, retention, or growth goals. (Preferred)
5. Experience in healthcare, diagnostics, laboratory, pharmacy, medical-device, or medical-product distribution. (Preferred)

PHYSICAL DEMANDS

The physical demands described below are representative of those required to perform the essential functions of this position, with or without reasonable accommodation.

This is an onsite, office-based role. The employee is regularly required to communicate by phone, video, email, and in person; use a computer and other standard office equipment; and remain in a stationary position for extended periods. The employee may occasionally be required to stand, walk, bend, reach, and lift or move office materials and equipment weighing up to 15 pounds.

This is a full-time position. Regular work hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.

WORK ENVIRONMENT

This position operates in a professional office environment. The employee will routinely use standard office equipment, including computers, phones/headsets, printers, photocopiers, scanners, and filing systems.

The work environment is generally quiet to moderate in noise level and requires regular interaction with customers, coworkers, and other departments.