Account Representative

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Job Summary
This role is responsible for delivering consistent service execution, driving customer satisfaction, securing renewals, and expanding share of wallet through value-based upsell and cross-sell opportunities.
The Account Representative is the primary commercial owner of the customer relationship after onboarding. While Business Development Representatives (BDRs) focus on new account acquisition, the AR is accountable for ongoing account performance across safety, service quality, commercial outcomes, and long-term partnership value.
This role requires strong relationship management skills, operational awareness, and disciplined execution of APC's account management and renewal processes.
Key Responsibilities and Duties

Ongoing Account Management & Retention

• Serve as the primary commercial point of contact for assigned regional customer accounts.
• Maintain regular customer engagement through site visits, operational touchpoints, and structured business reviews.
• Ensure stable service delivery and alignment between customer expectations and APC field execution.
• Proactively identify risks to retention and escalate issues early to prevent service or relationship breakdowns.

Account Performance & Value Delivery

• Monitor customer performance against defined KPIs, including safety, service reliability, and operational outcomes.
• Translate technical and operational performance into clear value stories for customers.
• Partner with Technical Services and Field Operations to address performance gaps and improvement opportunities.
• Reinforce APC's role as a trusted partner, not just a supplier.

Renewal Planning & Contract Management

• Own renewal preparation and execution for assigned accounts, beginning well in advance of contract expiration.
  • Lead value-based renewal conversations focused on outcomes delivered, risk reduction, and operational improvements.
• Support pricing discussions and contract negotiations in alignment with APC pricing guidance and margin objectives.
• Secure timely renewal commitments and ensure clean transitions into new contract terms.

Upsell & Cross-Sell Execution

• Identify opportunities to expand product mix, services, and technical engagement within existing accounts.
• Leverage customer performance data, operational insights, and market benchmarks to frame upsell opportunities.
• Partner with Technical Services to validate solutions through modeling, pilots, or limited trials as appropriate.
• Commercialize approved expansions using ROI-based, value-oriented conversations.

Sales Process & CRM Discipline

• Execute APC's sales and account management process consistently across onboarding, ongoing management, renewal, and expansion stages.
• Maintain accurate CRM records for all customer interactions, opportunities, renewals, and account plans.
• Ensure account documentation reflects current stakeholders, success criteria, and commercial status.
• Support clean handoffs from BDRs during onboarding and provide continuity for customers post-sale.

Cross-Functional Coordination

• Coordinate closely with Field Services, Technical Services, and Operations to ensure customer commitments are executed safely and reliably.
• Participate in onboarding activities, early delivery reviews, and issue resolution efforts.
• Collaborate with Regional Sales Managers on account strategy, escalations, and growth planning.
• Support National Accounts teams when regional accounts are part of larger enterprise relationships.

Customer Engagement & Relationship Building

• Build strong, multi-level relationships within customer organizations, including site-level and regional stakeholders.
• Conduct regular check-ins, performance reviews, and quarterly business reviews (QBRs) based on account size and complexity.
• Serve as a consistent, professional representative of the APC brand in all customer interactions.

Safety, Compliance & Professional Standards

• Adhere to all APC policies and safety regulations, including ATF, MSHA, OSHA, DOT, and applicable federal and state requirements.
• Reinforce safety-first behaviors in all customer engagements.
• Maintain required certifications and training consistent with explosives industry standards.

Market & Competitive Awareness

• Monitor customer satisfaction, competitor activity, and market dynamics within the region.
• Share insights with Sales Leadership, Technical Services, and Marketing to inform strategy and enable proactive account management.

Education and Experience

• Bachelor's Degree preferred; High School Diploma or equivalent required.
• 3-7+ years of experience in account management, sales, or customer-facing roles in industrial or technical environments.
• Valid driver's license and ability to travel regularly within assigned territory.
• Strong CRM proficiency and comfort working within structured sales and account management processes.

Skills, Knowledge, and Abilities

• Experience in explosives, mining, quarrying, construction, or other safety-critical industrial sectors.
• Background in account management, renewals, or customer retention roles.
• Familiarity with value-based selling, product mix expansion, and long-term contract management.
• Experience working in organizations undergoing commercial or sales process transformation.

Work Environment and Physical Demands

Key Behavioral Traits for Success

• Customer Relationship Management: Proven ability to build trust and long-term partnerships.
• Commercial Acumen: Comfortable discussing pricing, value, and contract terms with customers.
• Operational Understanding: Ability to understand blasting operations, service workflows, and customer KPIs.
• Process Discipline: Consistent execution of CRM, account planning, and renewal workflows.
• Collaboration: Works effectively across sales, technical, and operational teams.
• Communication Excellence : Clear, professional communication with both customer and internal stakeholders.

Austin Powder is an Equal Opportunity and Affirmative Action Employer and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Austin Powder also participates in E-Verify.

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.