Internal Account Manager

Sonic Healthcare USA•Tyler, TX

About The Position

The Internal Account Manager manages and grows relationships with existing customers by understanding client needs, resolving issues, and driving additional business through upselling, cross-selling, and renewals. The role works closely with sales and support teams to ensure customer satisfaction and contribute to company growth. The position includes managing client relationships and retention, serving as a primary point of contact, supporting contract renewals, and educating clients about products and services. The Internal Account Manager also records sales activity in CRM systems, shares customer feedback and market insights, collaborates with internal teams on customized solutions, and works toward account growth, retention, and sales targets. The role works in a temperature-controlled environment with possible exposure to biological and chemical hazards. It has routine access to Protected Health Information (PHI), which must be accessed only as needed for job duties and handled in accordance with confidentiality, privacy, and security requirements.

Requirements

2–4 years of experience in account management, customer service, or sales.
Ability to communicate effectively, orally and in writing.
Interpersonal skills and the ability to establish and maintain positive client relationships.
Problem-solving abilities with a customer-focused mindset.
Proficiency with CRM software, such as Salesforce or HC1, or related software.
Ability to work independently, pay attention to detail, and provide quality work.
Ability to respect all individuals and consistently adhere to company values and business practices.
Ability to comply with applicable federal and state laws and regulations, including CAP, CLIA, HIPAA, safety, and OSHA regulations.
Ability to work well in a team-oriented environment.
Flexibility to support organizational needs.
Ability to maintain cultural competence.
Maintain strict confidentiality and comply with applicable privacy and security standards when handling PHI.

Nice To Haves

Bachelor’s degree in Business, Marketing, or a related field, or equivalent experience.
Knowledge of medical terminology, including billing, laboratory processes and operations, and account management strategies.

Responsibilities

Develop and maintain strong, long-lasting relationships with existing clients and ensure high levels of satisfaction.
Keep clients engaged with products and services and help troubleshoot or resolve issues.
Identify opportunities to upsell and cross-sell products or services to existing clients.
Manage contract renewals and maintain communication to support customer retention.
Serve as the primary point of contact for clients by providing support, answering questions, and addressing concerns.
Collaborate with sales, marketing, and product teams to align client needs with offerings and propose customized solutions.
Maintain accurate records of customer interactions, sales activities, and opportunities in CRM systems.
Gather and share customer feedback to help improve products, services, and sales strategies.
Educate clients about new features, products, and services so they can get maximum value from offerings.
Meet and exceed performance targets related to account growth, retention, and sales.
Protect PHI and access it only when necessary to fulfill job duties.