Account Manager

I.V. Labs • Christiansburg, VA

1d • Onsite

About The Position

The Client Operations Account Manager serves as the primary relationship owner for assigned customer accounts. The role focuses on delivering an exceptional client experience and supporting long-term retention, customer satisfaction, and account growth. The Account Manager develops trusted partnerships with key customer contacts, manages a portfolio of key accounts, conducts regular business reviews with target customers, and advocates for customers throughout the customer lifecycle. The position is based in Christiansburg, Virginia, and is classified as non-exempt, with a salary range of $19.00–$24.00 per hour.

The Account Manager communicates with customers, reviews and processes quotes and orders, develops account engagement plans, monitors customer health and purchasing trends, and identifies opportunities for account expansion. The role works closely with Sales, Business Development, Client Operations, Product Development, Product Management, IAD, and Logistics to address customer needs and deliver service. It also supports onboarding, issue resolution, recordkeeping, and multiple account-management projects.

US work authorization is required. Inorganic Ventures does not provide visa sponsorship for this position.

Requirements

• Proven ability to proactively manage customer relationships with a focus on trust, retention, satisfaction, and account growth.
• Strong verbal and written communication skills.
• Excellent listening, negotiation, and presentation abilities.
• Demonstrated experience delivering client-focused solutions and resolving customer issues.
• Ability to manage multiple priorities and accounts with strong attention to detail.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in CRM systems and business platforms, such as HubSpot and ERP systems.
• Familiarity with Inorganic Ventures’ products and services, and willingness to learn quickly.
• Proficiency in Microsoft Office Suite, including Excel, Outlook, Word, and Power BI.
• Ability to work collaboratively across teams and departments.
• US work authorization required; visa sponsorship is not provided.

Nice To Haves

• Associate or bachelor’s degree in business, sales, marketing, customer service, or a related field.
• Spanish language proficiency, written and verbal.
• Previous experience in scientific, laboratory, manufacturing, or other technical industries.
• Proven success managing strategic customer accounts with measurable retention and growth results.
• Experience conducting account reviews or business reviews with key customers.
• Experience using CRM platforms such as HubSpot or Salesforce to manage customer relationships and account activity.

Responsibilities

• Serve as the primary point of contact for assigned client accounts and manage account communications and touchpoints.
• Communicate with clients by phone, email, and Teams meetings to understand and address their needs.
• Review and process client quotes and orders accurately, ensuring all necessary information is provided.
• Build trusted relationships with account stakeholders to support retention, loyalty, and long-term account growth.
• Develop and execute account engagement plans, including quarterly business reviews with designated target accounts.
• Use business reviews to strengthen relationships, review performance, identify future needs, and uncover growth opportunities.
• Identify cross-selling, upselling, and product-adoption opportunities, partnering with Sales when appropriate.
• Monitor customer health, engagement, and purchasing trends to proactively reduce churn risk.
• Collaborate with Sales and Business Development Representatives on strategic growth initiatives.
• Maintain regular communication with assigned customers to stay aligned with their business needs and laboratory objectives.
• Coordinate with Client Operations, Product Development, Product Management, IAD, and Logistics to fulfill customer requests and support seamless service delivery.
• Advocate for clients internally and ensure their needs are communicated and addressed across departments.
• Promptly resolve client issues and complaints, track processes and outcomes, and assist with challenging requests or escalations when necessary.
• Maintain accurate, up-to-date client records, including contact history, contract details, and account activities.
• Support client onboarding and provide ongoing account management throughout the customer lifecycle.
• Deliver client-focused solutions tailored to customer needs and objectives.
• Manage multiple account-management projects simultaneously, maintaining attention to detail, organization, and follow-through.

Benefits

• Generous paid time off starting on the first day.
• 11 paid holidays.
• Employer-paid medical and dental premiums for employee-only coverage, plus a contribution toward dependent coverage.
• Health savings account with an employer contribution.
• Employer-paid life and short-term disability insurance.
• 401(k) plan with up to a 4% employer match, with eligibility beginning the first of the month after 90 days.
• Voluntary add-on policies, including vision, additional life, accident, and pet insurance.
• LegalShield.
• Employee Assistance Program for the employee and their household.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed