Account Development Manager

Overview

Our Account Development Managers (ADM), each working out of a designated lab (or region), have a customer service and growth mindset and play a crucial role in driving sustainable organic revenue growth within their assigned lab(s). ADMs are transforming the way we do business with our customers by focusing on every aspect of customer relationship building to achieve a level of customer intimacy and ease of doing business that results in trust and loyalty. They are responsible for developing and executing sales strategies to retain and grow existing customers, including by moving current customers into new channels within our End-to-End offerings.

Each ADM will be provided with a lab-based customer list and retention and growth target and is expected to develop and implement strategies to proactively engage with those customers, recognize and act on opportunities to grow our relationship with them, enhance overall customer satisfaction, and identify and address potential attrition risks. This position requires a strong understanding of customer needs, passion for building relationships, an ambitious go-getter mentality, strong interpersonal, analytical and organizational skills, and drive to exceed customer expectations.

ADMs are encouraged to identify new customer growth opportunities but are primarily focused on delivering a best-in-class customer experience and growing revenue with their assigned current customers.

This position will report to the applicable Regional Sales leader.

Key Accountabilities and Responsibilities

Customer Relationship Management, Retention, and Growth—

• Serve as the primary point of contact for assigned accounts
• Build strong relationships with assigned customers through methodical, personalized, and consistent customer attention, engagement, and service
• Address customer concerns/questions promptly and effectively, ensuring customer satisfaction
• Develop and execute customer retention and growth strategies aligned with company revenue and Service channel sales goals
• Proactively engage with current customers through face-to-face interactions and personalized communication
• Analyze customer data to identify risks, trends, and opportunities to expand revenue within current and additional Service channels tracks
• Understand customer and regional sector needs, opportunities, and pain points to identify opportunities for relationship expansion and revenue and Service track growth
• Build and maintain strong, long-term relationships with customers to understand their needs and exceed their expectations

Customer Experience Enhancement—

• Collaborate with cross-functional teams (e.g., Operations, Customer Service Representatives (CSR), product development, Marketing) to improve the quality of the customer experience and facilitate ease of doing business
• Identify and implement initiatives to enhance customer loyalty and satisfaction
• Gather and analyze customer feedback to inform continuous improvement efforts

Sales Performance Tracking and Reporting—

• Record all activities and updates in Salesforce, including performing Salesforce hygiene to ensure accuracy, completeness, and consistency of data, which involves cleaning, updating, and maintaining data to improve its quality and reliability
• Monitor account performance and identify areas for improvement
• Share customer needs, opportunities, progress, and pain points with BDM and Lab Manager to ensure that their reports to leadership are timely and accurate

Team Building—

• Provide guidance and support to team members
• Motivate and inspire the team to achieve retention and current customer growth and channel goals

Travel—

• Travel to customer locations within the region may be necessary, frequency will be based upon customer need
• Travel outside the region may be needed for company-wide initiatives and meetings

Key Competencies and Required Attributes

• Customer-centric mindset
• Relationship builder
• Team player and collaborator
• Driven to achieve results
• Adaptable/flexible
• Proactive and solution-oriented approach to challenges
• Developed sales skills with particular emphasis on the generation of thorough and accurate customer needs assessments, solution development, and gaining/maintaining customer commitment
• Strong oral and written communicator, with exceptional rapport and relationship-building skills
• Effective negotiating skills
• Ability to sell to multiple levels and constituencies within customer organizations
• Ability to analyze data and draw meaningful insights

Required Qualifications

• Associate’s or Bachelor's degree in business, marketing, or a related field
• Strong understanding of the company's products and services or proven ability to quickly understand and absorb new technical information

Bonus Experience

• Successful experience in customer retention and growth, account management, or a related customer-centric role
• Experience with CRM software (e.g., Salesforce) and data analysis tools
• Project management skills