Account Manager - Warde Lab

Trinity Health•Ann Arbor, MI

1d•Onsite

About The Position

Plans, facilitates and executes a marketing plan to retain existing clients and secure new ones. Works directly with existing clients to review current test utilization and identify opportunities to optimize test utilization. Works collaboratively with MCL/WML management team to build a long-term strategy for sustained growth. The account manager acts as the client’s advocate, while enhancing the client’s experience, satisfaction and service outcomes. They facilitate client enrollment and set up projects acting as the main point of contact between the client and the laboratory’s management.

Requirements

Bachelor’s Degree in Medical Technology or a related scientific discipline; or a Bachelor’s Degree in business management, marketing or equivalent discipline.
Minimum of two years of clinical laboratory experience
Two years experience in client account management support.
Organized and detail oriented, with the ability to present analytical, client-focused solutions
Strong verbal and written communication skills, excellent interpersonal skills, and excellent presentation skills.
Ability to manage multiple projects, using negotiation, communication and time management skills.
Strong analytical skills with demonstrated advanced skills in excel, presentation software, and use of business analytics tools.
In depth knowledge of clinical laboratory industry trends.

Responsibilities

Develops a short and long range marketing and client/cotenant account management plan in collaboration with lab leadership.
Acts as the main point of contact for Warde’s clients’/cotenants’ lab leadership and key stakeholders.
Establishes, builds, and maintains strong relationships with clients to build trust.
Identify and present to clients/cotenants revenue and utilization improvement opportunities for the cotenant/client and Warde.
Maintains a schedule for routine communication with clients, presenting business reviews, utilization assessment, and updates on the laboratory’s testing and development trends.
Follows up on the client’s/cotenant’s needs during enrollment projects or test utilization switches, ensuring that implementation meets the client/cotenant needs
Actively listens to client/cotenant’s lab leadership in order to gain perfect understanding of their individualized needs and business.
Design, produce, distribute and analyze the annual MCL/WML Client Satisfaction Survey. Report results to senior management.
Actively conveys on an ongoing basis client/cotenant needs to laboratory management.
Prepares bid and RFP quotations in collaboration with the Finance Manager.
Monitors and when appropriate, adjusts the prices of existing clients.
Resolves problems by investigating the presented issues, consulting with the client services manager, technical managers, or other internal management team members
Responds to the cotenant/client inquiries promptly, providing individualized solutions, via collaborating with Warde department managers
Prepares business intelligence and utilization reports, and present them to the client’s/cotenant’s lab leadership and key stakeholders forecasting account metrics to improve existing utilization and identify new opportunities
Identifies opportunities to grow utilization with existing clients/cotenants
Ability to travel to client sites occasionally, locally or in the states that Warde serves as needed
Maintains and updates a database of key stakeholders for each client/cotenant, their roles, and summary of contact history
Services multiple clients concurrently, and maintains a schedule of recurring contact
Performs other duties as assigned.