Account Manager

US Specialty Labs•Carlsbad, CA

6d•$30 - $36•Onsite

About The Position

The Account Manager manages and grows an assigned portfolio of existing and new customer accounts. As the primary relationship owner for assigned customers, this role supports timely communication, customer retention, account growth, and identification of new sales opportunities. Performance is evaluated against account retention, growth, and pipeline targets established by leadership. The Account Manager develops an understanding of each customer’s business, purchasing history, product needs, and growth potential. The role works closely with Customer Service, Sales Development, Marketing, Purchasing, Operations, and Finance to provide a consistent customer experience, resolve account issues, and identify opportunities to increase customer value and long-term loyalty. The position is eligible for Quarterly Performance Incentive Bonuses. This is a full-time, onsite, office-based position with regular hours Monday through Friday, 8:00 a.m. to 5:00 p.m. The employee communicates with customers and colleagues by phone, video, email, and in person, and uses standard office equipment. The office environment is generally quiet to moderate in noise level and involves regular interaction with customers, coworkers, and other departments.

Requirements

High school diploma or equivalent.
Three or more years of account management, inside sales, business development, customer success, or relationship-based sales experience.
Ability to build and maintain professional relationships with customers and internal partners.
Strong verbal, written, and interpersonal communication skills.
Ability to identify customer needs and recommend appropriate solutions.
Strong organizational, follow-up, and time-management skills.
Ability to manage multiple accounts, priorities, and customer commitments.
Self-motivated, results-driven, and customer-focused approach.
Strong problem-solving skills and ability to resolve customer concerns professionally.
Ability to work independently while collaborating effectively with a team.
Proficiency in Microsoft Office Suite.

Nice To Haves

Associate’s or bachelor’s degree in Business, Marketing, Communications, Healthcare Administration, or a related field.
Experience managing account-growth plans, sales pipelines, or customer portfolios.
Experience with NetSuite, Salesforce, HubSpot, or similar CRM/ERP systems.
Experience managing an assigned portfolio of customer accounts and meeting revenue, retention, or growth goals.
Experience in healthcare, diagnostics, laboratory, pharmacy, medical-device, or medical-product distribution.

Responsibilities

Serve as the primary point of contact for assigned customer accounts and build professional relationships with key customer contacts.
Proactively contact customers to understand needs, purchasing patterns, upcoming requirements, and satisfaction; provide timely follow-up and support on account questions or concerns.
Maintain regular contact with assigned accounts through calls, email, virtual meetings, and other approved communication methods.
Grow existing accounts through cross-selling, upselling, product introductions, promotions, and additional services.
Review purchasing history and customer activity to identify declining sales, dormant accounts, and growth opportunities; develop follow-up plans to improve retention and customer spend.
Re-engage inactive or declining accounts and coordinate internal resources to address concerns and support retention.
Conduct needs assessments covering customer requirements, product use, purchasing processes, and decision-making timelines.
Prepare and present product recommendations, quotes, promotions, and account-specific solutions; follow up on open quotes, opportunities, and commitments.
Maintain an active pipeline of account-growth opportunities and coordinate with Sales Development Representatives on qualified leads, handoffs, and follow-up.
Partner with Customer Service, Purchasing, Operations, Marketing, and Finance to support customers and resolve account issues.
Escalate significant customer concerns, retention risks, or service issues to leadership as appropriate.
Communicate customer feedback, product requests, common objections, and market trends to internal teams.
Support onboarding and transition of newly assigned accounts.
Maintain accurate customer records, notes, opportunities, activities, and follow-up commitments in NetSuite and/or the CRM; keep account information current.
Review sales performance and account activity to identify trends, risks, and growth opportunities; provide leadership with regular updates on performance, pipeline activity, retention risks, and growth opportunities.
Participate in account reviews, sales meetings, and planning discussions as assigned.