What are the responsibilities and job description for the Account Manager position at Solaris Diagnostics?
ACCOUNT MANAGER
The Account Manager is to be responsible for maintaining the relationship and communication with Solaris customers. This role involves collaborating with various departments to ensure that all projects are completed within the allotted time frame, on schedule, within budget, and up to Solaris’ quality standards. The Account Manager's primary goal is to ensure 100% customer satisfaction with all work performed by Solaris. The ideal candidate will have a strong work ethic, excellent interpersonal skills, management capabilities, decision-making abilities, computer proficiency, and the capacity to oversee multiple large commercial accounts. Account Manager must enjoy interacting with people as clients are number one focus.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Build and manage client profiles in Solaris’ Laboratory Information Management System (LIMS) and educate clients on this process.
- Lead orientation calls to facilitate smooth transitions for new business.
- Demonstrate exceptional communication, computer, and problem-solving skills. Be resourceful, analytical, adaptable, and organized, with the ability to build rapport with clients.
- Serve as the main point of contact for assigned clients and Solaris contracted employees.
- Establish, build, and maintain strong relationships with clients to build trust.
- Respond to client inquiries received via email, Microsoft Teams, and phone calls.
- Multi-task between various inquiries and systems in a fast-paced environment.
- Work with Compliance and Operations on contracting with clients to ensure timelines are met.
- Resolve problems by consulting with other departments and/or researching under the specific client’s account.
- Actively listen to clients to fully understand their individualized needs and business objectives
- Manage client expectations effectively and follow through on commitments.
- Audit existing clients to ensure goals are achieved and profitability is maintained. Identify opportunities to upsell client on expanded product lines.
- Meet with clients in-person to ensure expectations are met, satisfaction is achieved, and any issues are resolved.
- Adhere to policies and procedures to comply with HIPAA and other compliance guidelines.
MINIMUM QUALIFICATIONS:
- College Degree
PREFERRED QUALIFICATIONS:
- Bachelor’s degree
- Previous experience in customer service or account management
- Experience in the medical/lab industry
- Strong organizational skills
- Experience following standard operating procedures or working with laboratory information management systems
- Experience interacting and managing clients
PHYSICAL REQUIREMENTS
- Ability to lift to 30lbs
- Ability to wear personal protective equipment (PPE) 3-6 hours of shift
- Ability to sit for extended periods of time
