Customer Account Manager

Job Description

Job Description

Get to know ChemDAQ

ChemDAQ, Inc. is a rapidly growing, leading-edge technology and manufacturing company based in Pittsburgh, Pennsylvania. The value we bring to the market lies in safeguarding human health, ensuring operational compliance, and optimizing safety practices.

ChemDAQ's mission is to empower customers to eliminate workplace exposure to toxic chemicals through innovative monitoring and control solutions, industry-leading partnerships, and superior safety expertise. Our patented technologies include superior chemical monitoring and control products that our customers trust, our employees are proud of, and our partners seek solutions to provide a safer workplace. ChemDAQ customers include hospitals, food & beverage processing facilities, aseptic manufacturers, pharmaceutical production operations, medical device sterilization facilities, warehouses, and other settings where chemical sterilants and high-level disinfectants are used. Our Core Values – Trust, Innovation, Empowerment, Teamwork, Vision, and Loyalty – shape our company culture and guide our daily operations.

Are you ready to join a company with a strong purpose and a winning culture?

Get to know the opportunity

This role is responsible for managing a portfolio of active customer accounts, with a primary focus on onboarding, service execution, contract renewals, and building lasting relationships. The Customer Account Manager (CAM) serves as the central point of coordination between customers and internal teams, ensuring accuracy, continuity, and a high-quality customer experience across the full account lifecycle.

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.

Key Responsibilities

• Own Customer Relationships: Serve as the primary point of contact for assigned customer accounts, building strong, professional relationships grounded in responsiveness and trust.

• Manage Onboarding: Guide customer onboarding from order confirmation through system implementation, ensuring clarity around timelines, expectations, and internal processes.

• Drive 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.

• Customize Customer Terms: Tailor contract terms and documentation to meet customer-specific requirements, balancing customer needs with ChemDAQ's standards.

• Develop Product & Program Expertise: Build deep subject-matter expertise in ChemDAQ equipment, service programs, and customer applications in order to advise customers with confidence and accuracy.

• Maintain Customer Touchpoints: Sustain regular, proactive contact with customers throughout the contract lifecycle to support satisfaction, retention, and timely renewals.

• Collaborate Cross-Functionally: Coordinate closely with Sales, Production, Technical Services, and Accounting to verify orders, track fulfillment status, and resolve customer inquiries or issues.

• Manage Quotes and Documentation: Prepare and process quotes, sales orders, and service renewals, including support for custom terms and documentation when needed.

• Maintain Data Integrity: Keep customer records accurate and current across internal systems to ensure alignment across departments.

• Support Channel Partners: Support independent representatives and distributor partners by ensuring customer commitments are clearly documented and met.

• Relay Customer Feedback: Proactively gather and relay customer feedback to internal teams to improve service delivery and reduce churn.

What You Bring

Required

• 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 solve problems creatively and pivot approach when a situation calls for it, rather than defaulting to a single fixed 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.

Why Join ChemDAQ?

• Competitive Compensation

• High-Growth Environment: Rapid expansion creates opportunities to build programs, improve processes, and grow with the company.

• Culture of Innovation: Work alongside teams that value problem-solving, technology, and continuous improvement.

• People-First Mindset: Our employees are our greatest asset, and we invest in their success and development.

• Meaningful Work: Join a trusted industry leader with a strong reputation among partners and customers to provide gas-monitoring and abatement technologies that make workplaces safer.

Job Type: Full-time

Benefits

• Medical, Dental & Vision insurance