Account Manager

Job Summary:

As an Account Manager, you will be responsible for maintaining client base of existing customers for Labtech Diagnostics and serve as a liaison between management and customers to resolve any customer issues. This position focuses on client satisfaction, retention, service resolution, account growth and identifying opportunity to expand the company's relationship with existing clients.

Duties/ Responsibilities:

Client Relationship Management

• Establish, develop, and maintain positive, long-term relationships with assigned clients.
• Serve as a primary point of contact for client service needs and concerns.
• Conduct regular client communication and account follow-up to assess satisfaction and identify opportunities for improvement.
• Develop a thorough understanding of each assigned client's needs, business practices, testing requirements, and service expectations.
• Maintain strong relationships with physicians, practice managers, office managers, clinical staff, and other key decision-makers.
• Proactively identify potential client issues before they become service or retention concerns.
• Maintain accurate and current client information, contacts, notes, and activity within the Company's designated CRM or database.

Client Service and Problem Resolution

• Educate and train clients regarding laboratory services, testing procedures, specimen requirements, ordering processes, and other applicable laboratory-related matters.
• Research client concerns and coordinate appropriate solutions between the client, laboratory, operations, billing, logistics, and management teams.
• Follow client issues through resolution and communicate timely updates to the client.
• Escalate significant or recurring client concerns to appropriate management.
• Monitor recurring service issues and recommend corrective or preventive actions.
• Maintain professionalism and composure when handling difficult client situations or complaints.

Client Retention and Account Growth

• Work closely with Senior Sales Executives to identify client concerns and develop and implement client retention strategies.
• Monitor account activity and client satisfaction to identify accounts at risk of reduction or termination.
• Identify opportunities to increase testing volume, introduce additional laboratory services, and expand existing client relationships.
• Assist Senior Sales Executives with new account opportunities and referrals generated through existing client relationships.

• Support efforts to retain profitable, high-value accounts and strengthen overall client loyalty.
• Communicate opportunities for additional testing, services, or solutions to the appropriate Sales Executive or management.

Sales and Business Development Support

• Work collaboratively with Senior Sales Executives to identify prospective clients and opportunities within assigned territories.
• Assist with presentations, client meetings, educational events, and other business development activities as requested.
• Participate in client visits and sales calls when appropriate.
• Maintain awareness of competitors, competing laboratory services, pricing trends, and market conditions within the assigned territory.
• Communicate relevant competitive information and market intelligence to Sales and Executive Management.
• Represent Labtech Diagnostics professionally at client meetings, healthcare events, and industry functions.

Reporting and Administrative Responsibilities

• Maintain accurate records of client contacts, visits, complaints, resolutions, training, and other account activities.
• Provide regular reports regarding client satisfaction, account activity, retention concerns, opportunities, and competitive information.
• Track and communicate outstanding client issues until resolution.
• Participate in regularly scheduled Sales and Management meetings.
• Complete required reports, documentation, and administrative responsibilities accurately and timely.
• Maintain confidentiality of client, patient, Company, and proprietary information.
• Comply with all Company policies and procedures, including applicable HIPAA, OSHA, CLIA, and other regulatory requirements.

Performance Expectations

Success in this position will be evaluated based on the individual's ability to:

• Maintain and strengthen assigned client relationships.
• Retain existing accounts and identify accounts requiring additional attention.
• Maintain high levels of client satisfaction.
• Respond promptly and professionally to client concerns.
• Resolve client issues effectively and within established Company expectations.
• Increase utilization of Labtech Diagnostics services among existing clients.
• Identify and communicate new business opportunities.
• Maintain accurate CRM and account documentation.
• Demonstrate strong collaboration with Sales, Laboratory Operations, Billing, Logistics, and Management.
• Meet established activity, retention, service, and account-growth expectations.

Required Skills/Abilities:

• 1–3 years of successful laboratory customer service, account management, or related healthcare experience, preferably calling on physician offices.
• Strong knowledge of laboratory testing, specimen requirements, and laboratory services.
• Knowledge of competing laboratory products and services preferred.
• Proven ability to establish, maintain, and retain professional client relationships.
• Strong customer service and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong interpersonal and relationship-building skills.
• Excellent organizational and multitasking abilities.
• Strong attention to detail and follow-through.
• Ability to prioritize multiple client needs and responsibilities.
• Demonstrated sound judgment and decision-making ability.
• Ability to work independently while functioning effectively as part of a team.
• High level of energy, motivation, enthusiasm, professionalism, and integrity.
• Computer proficiency, including Microsoft Office and CRM/database systems.
• Ability to learn and effectively communicate laboratory services and testing information.
• Must be able to travel throughout the assigned coverage.

Education and Experience:

• Associate degree or bachelor's degree preferred.
• Degree in business, healthcare administration, laboratory science, marketing, or a related field preferred.
• Equivalent combination of education, laboratory/healthcare experience, customer service, and account management experience may be considered.

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to routinely use a computer, telephone, and other office equipment.
• Ability to travel throughout the assigned territory.
• Ability to drive for extended periods when required.
• Ability to occasionally lift and carry materials, supplies, or equipment necessary for client visits and presentations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.