Account Development Manager

Transcat, Inc.•Tigard, OR

16d

About The Position

Transcat’s Account Development Managers work from a designated lab or region and help drive sustainable organic revenue growth among assigned customers. They focus on building customer relationships, retaining existing business, improving customer satisfaction, and expanding customers into additional channels within Transcat’s End-to-End offerings. Each manager receives a customer list and retention and growth targets, then develops and implements proactive engagement strategies to identify opportunities, address attrition risks, and meet customer needs. The role primarily serves current customers, while also allowing for identification of new customer growth opportunities. It reports to the applicable Regional Sales leader and may involve travel within and outside the region. The position calls for a customer-service and growth mindset, strong relationship-building skills, analytical and organizational abilities, and the drive to exceed customer expectations. Account Development Managers work with internal teams to improve the customer experience, track and report account performance, and support team retention and growth goals.

Requirements

Associate’s or Bachelor’s degree in business, marketing, or a related field.
At least 3 years of successful experience in customer retention and growth, account management, or a related customer-centric role.
Experience with CRM software, such as Salesforce, and data analysis tools.
Customer-centric mindset and ability to build relationships.
Ability to collaborate and work as part of a team.
Results-driven approach, adaptability, flexibility, and proactive, solution-oriented problem-solving.
Developed sales skills, particularly in customer-needs assessment, solution development, and gaining and maintaining customer commitment.
Strong oral and written communication skills and 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.
Strong understanding of company products and services, or demonstrated ability to quickly learn new technical information.

Nice To Haves

Experience in a related industry, such as telecommunications, SaaS, or e-commerce.
Experience with customer success platforms.
Project management skills.

Responsibilities

Serve as the primary point of contact for assigned accounts.
Build customer relationships through personalized, consistent attention, engagement, and service.
Respond promptly and effectively to customer questions and concerns.
Develop and execute customer retention and growth strategies aligned with company revenue and Service channel sales goals.
Engage proactively 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.
Understand customer and regional-sector needs, opportunities, and pain points to identify relationship-expansion and revenue-growth opportunities.
Collaborate with Operations, Customer Service Representatives, product development, Marketing, and other teams to improve customer experience and ease of doing business.
Identify and implement initiatives to improve customer loyalty and satisfaction.
Gather and analyze customer feedback to support continuous improvement.
Record activities and updates in Salesforce and maintain accurate, complete, and consistent data.
Monitor account performance and identify areas for improvement.
Share customer needs, opportunities, progress, and pain points with the BDM and Lab Manager to support timely and accurate leadership reports.
Provide guidance and support to team members and motivate the team to meet retention, current-customer growth, and channel goals.
Travel to customer locations within the region as needed and travel outside the region for company-wide initiatives and meetings as needed.
Model company values and perform other duties as assigned.