Account Development Manager

Transcat•Portland, OR

13d

About The Position

Transcat’s Account Development Managers work from a designated lab or region and drive sustainable organic revenue growth within assigned labs. They focus on customer relationship building, retention, and growth, including helping existing customers use additional channels within Transcat’s End-to-End offerings. Each manager receives a lab-based customer list and retention and growth targets, then develops and implements strategies to engage customers, identify opportunities, improve satisfaction, and address potential attrition risks. The role primarily serves existing customers and emphasizes a best-in-class customer experience, strong relationship building, and exceeding customer expectations. The position reports to the applicable Regional Sales leader. The role involves collaborating with Operations, Customer Service Representatives, product development, Marketing, and other teams; tracking customer and account performance in Salesforce; and sharing customer needs, opportunities, progress, and pain points with the BDM and Lab Manager. Travel to customer locations within the region may be required based on customer needs, and travel outside the region may be needed for company-wide initiatives and meetings. Transcat describes itself as a growing calibration and compliance services provider with over 1,000 employees. The company offers a values-based culture, flexibility, training and development, competitive compensation and benefits, paid time off, health insurance, tuition reimbursement, retirement benefits, and a stock purchase plan. Offers are contingent on completing applicable pre-employment requirements, including identity and employment eligibility verification and, when applicable, a motor vehicle driving record report.

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.
Strong understanding of the company’s products and services, or demonstrated ability to quickly understand and absorb new technical information.
Customer-centric mindset and ability to build relationships.
Ability to work collaboratively as a team player.
Results-driven approach.
Adaptability and flexibility.
Proactive, solution-oriented approach to challenges.
Developed sales skills, especially in thorough and accurate customer needs assessments, solution development, and gaining and maintaining customer commitment.
Strong oral and written communication 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.

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 strong customer relationships through personalized, consistent attention, engagement, and service.
Address customer concerns and questions promptly and effectively.
Develop and execute customer retention and growth strategies aligned with company revenue and Service channel sales goals.
Proactively engage 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 opportunities for relationship expansion and revenue and Service track growth.
Build and maintain long-term customer relationships to understand needs and exceed expectations.
Collaborate with Operations, Customer Service Representatives, product development, Marketing, and other teams to improve the customer experience and ease of doing business.
Identify and implement initiatives to improve customer loyalty and satisfaction.
Gather and analyze customer feedback to inform continuous improvement.
Record activities and updates in Salesforce and maintain accurate, complete, and consistent data through Salesforce hygiene.
Monitor account performance and identify areas for improvement.
Share customer needs, opportunities, progress, and pain points with the BDM and Lab Manager so reports to leadership are timely and accurate.
Provide guidance and support to team members.
Motivate and inspire the team to achieve 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 when needed.
Model the company’s values to influence others to perform in an aligned manner.
Perform other duties as assigned.