Director of Strategic Accounts

Microbac•Cranberry Township, PA

About The Position

The Director of Strategic Accounts is responsible for the overall relationship, retention, satisfaction, and growth of the company’s most strategic and high-value customers. As the primary corporate relationship owner for assigned accounts, this role ensures customers receive a consistent, high-quality experience across the organization and that their needs are coordinated across laboratory operations, sales, customer service, quality, finance, and other supporting functions. The Director acts as the voice of the customer internally and the face of the organization externally. The role develops deep customer relationships, identifies risks and opportunities, resolves complex issues, and ensures the company delivers on its commitments. It operates as a corporate leader, influencing outcomes across departments and locations without relying solely on direct reporting authority.

Requirements

7 or more years of experience in strategic account management, customer success, commercial leadership, laboratory services, environmental services, or a related B2B industry.
Demonstrated ability to manage executive-level customer relationships.
Strong understanding of customer retention, account management, and service delivery.
Ability to lead cross-functional initiatives and influence individuals outside direct reporting relationships.
Strong analytical, organizational, communication, and problem-solving skills.
Ability to travel as required to customer and company locations.
Ability to regularly use hands to finger, handle, or feel objects or tools, and to talk or hear.
Ability to occasionally stand, walk, and sit; occasionally lift and/or move up to 25 pounds.
Specific vision abilities include color vision and depth perception.

Nice To Haves

Bachelor’s degree in business, science, environmental science, chemistry, or a related field is preferred.
Experience managing large, complex, national, or multi-location customer relationships is strongly preferred.
Experience working within laboratory testing, environmental services, scientific services, or another technical service organization is preferred.

Responsibilities

Serve as the primary corporate relationship owner for assigned strategic, national, and high-value customer accounts.
Develop a thorough understanding of each customer’s business, testing programs, organizational structure, priorities, and long-term objectives.
Build relationships with customer stakeholders at operational and executive levels.
Develop and maintain strategic account plans covering customer priorities, risks, opportunities, service expectations, and growth objectives.
Conduct regular business reviews and maintain ongoing customer communication beyond individual projects, locations, or laboratory interactions.
Own retention and relationship health for the strategic account portfolio; identify dissatisfaction, service risks, competitive threats, and potential attrition.
Coordinate internal resources to address customer concerns, serve as the senior escalation point for complex issues, and ensure corrective actions and commitments are communicated, assigned, tracked, and completed.
Identify recurring customer pain points and work with internal leadership to address systemic issues.
Coordinate across laboratory operations, Customer Service, Sales, Quality, Finance, IT, Logistics, and other departments to ensure customer requirements are understood and executed consistently.
Ensure customers receiving work across multiple laboratories have a coordinated experience; facilitate internal account meetings and establish accountability for customer commitments.
Partner with operational leadership to align capacity, turnaround time, service expectations, and customer priorities.
Partner with Sales and Business Development to identify opportunities to expand existing strategic relationships and identify additional services, testing capabilities, locations, or solutions that add customer value.
Support contract renewals, RFPs, pricing discussions, and strategic proposals as appropriate; provide customer intelligence to Sales and executive leadership.
Establish and monitor account KPIs, including retention, revenue trends, service performance, turnaround time, complaints, escalations, and customer satisfaction.
Develop account scorecards and dashboards, provide executive leadership updates on account health, risks, opportunities, and required actions, and use customer and operational data to improve service delivery.
Align customer expectations with operational execution and hold internal stakeholders accountable for customer commitments.
Communicate effectively with laboratory leadership and corporate executives, navigate complex customer situations, and balance customer advocacy with operational, financial, quality, and regulatory considerations.
Drive an enterprise-wide approach to strategic account management.
Travel to customer and company locations as required; the position requires 50% travel.