Account Manager

NIOX•Morrisville, NC

3d•Onsite

About The Position

NIOX is a medical device company focused on point of care asthma diagnosis and management. Our market-leading NIOX® products are used in clinical settings by physicians around the world to improve asthma diagnosis and management and by leading research organisations conducting clinical studies on behalf of pharmaceutical companies. At present, NIOX provides products and services in around 50 countries. The Account Manager is responsible for supporting the achievement of annual sales objectives through exceptional customer service, account management, revenue-retention, and revenue-growth selling activities. This role serves as a key point of contact for existing customers while also focusing on developing key accounts and building relationships to increase product implementation and utilization in determined business growth opportunities. The Account Manager will be responsible for managing customer renewals while identifying and closing opportunities to grow existing accounts in alignment with the company's sales goals and business objectives. This role will work closely with sales leadership, clinical sales representatives, and operations, as needed, to deliver an excellent customer experience and ensure appropriate account coverage across the Americas. Working collaboratively with internal clinical sales representatives, external sales partners, Operations, Finance, and other internal stakeholders, the Account Manager supports customer retention, account growth, order management, and customer education. The position plays a critical role in driving customer satisfaction, increasing product utilization, and contributing to overall business growth.

Requirements

High school diploma required
Bachelor’s degree in communications, business, or related field
At least 2+ years of work experience in account management or sales required
Passionate about providing exceptional customer experience with a proven ability to up-sell and generate revenue for the business
Professional phone presence & listening skills.
Robust customer service skills and the ability to deal with conflict and solve problems professionally
Strong customer relationship management, upselling and closing skills.
Ability to self-motivate and work independently while working in a team environment.
Ability to build and maintain relationships with customers.
Strong teamwork ethic, willing to expand job functions to other areas when needed.
Comfortable in a fast-paced environment welcoming change and growth.
Capacity to process a high volume of transactions with proficiency, accuracy, and integrity.
Excellent problem-solving skills; manage escalations and resolve problems in a timely manner.
Adaptable technical skills; quickly learn new software, systems, processes, and products.
Proficient organizational skills; multi-task / prioritize multiple customer demand simultaneously.
Excellent interpersonal skills demonstrated through written and verbal communication.
Must be proficient with MS Office and CRM (Outlook, Word, Excel, and Salesforce).

Nice To Haves

Previous experience with SAP Business One a plus, but not required

Responsibilities

Manage a portfolio of assigned customer accounts, serving as the primary point of contact throughout the customer lifecycle.
Drive customer retention by proactively managing the renewal process and ensuring timely contract execution.
Proactively engage customers regarding expiring products, replacement needs, and opportunities to expand product utilization.
Build and maintain strong relationships with key customer stakeholders to understand business needs and deliver value.
Conduct regular account reviews to assess customer satisfaction, product adoption, and future growth opportunities.
Collaborate with field sales representatives and leadership to develop and execute account strategies.
Prepare quotations, provide product and technical information, and support customers in selecting and utilizing company products.
Maintain accurate customer records, sales activities, and opportunity pipelines within the CRM system.
Coordinate with internal teams, including Customer Success, Operations, Finance, and Technical Support, to ensure a seamless customer experience.
Partner closely with the Customer Service Administrator to ensure customer orders, renewals, and related documentation are processed accurately and in a timely manner.
Maintain expert knowledge of NIOX products to deliver product demonstrations and educate customers to drive account retention and growth.
Recommend and implement process improvements that enhance customer experience, operational efficiency, and sales effectiveness.
Ensure customer satisfaction and loyalty while adhering to SOPs and company policies.
Resolve customer issues and escalate concerns as appropriate to ensure timely resolution.
Meet or exceed assigned renewal, retention, and revenue growth objectives.
Monitor account health and proactively engage customers to minimize churn risk.
Stay informed on company products, industry trends, and competitive offerings to effectively support customer needs.
Ensure customer satisfaction and loyalty while adhering to SOPs and company policies.
Role model customer focus and best practice account management.
Strictly adhere to NIOX Code of Conduct guidelines, values, travel & entertainment policies.
Support and ensure compliance with subsidiary QA guidelines for the United States and FDA.
Additional responsibilities as assigned.