Pilot Account Manager

Merits Health Products Inc•Fort Myers, FL

10d•$50,000 - $60,000•Onsite

About The Position

Merits Health Products is seeking a customer-focused, tech-savvy Account Manager for its Pilot Stairlift Division. The role supports sales growth and client relationships by developing an in-depth understanding of Pilot Stairlift products and providing sales, training, and technical support to internal and external stakeholders. The Account Manager is a primary contact for Pilot dealers and helps coordinate Pilot production, sales, and product development workflows. The position combines sales, operations, and some marketing work to grow stairlift sales with home accessibility businesses, improve customer satisfaction, increase product visibility, and achieve sales goals. This is a full-time, exempt position based at Merits’ corporate headquarters in Fort Myers, Florida, reporting to the Pilot Project Manager. Regular hours are typically 8:00 a.m. to 4:30 p.m., Monday through Friday, with schedule flexibility on weekdays between 7:00 a.m. and 5:00 p.m. and occasional Saturday availability if needed. Business travel may be up to 20% for training, trade shows and industry events, company events, customer business reviews, troubleshooting, installations, and sales support. The salary range is $50,000–$60,000 per year, based on experience. The role requires a college degree in business, marketing, or a related discipline and two years of relevant, industry-specific customer service experience, or an equivalent combination of education, experience, training, and/or skills. Candidates need a demonstrated record in customer account management and upselling and cross-selling DME or power mobility products, along with recent ERP and CRM experience and working knowledge of Microsoft applications. A valid driver’s license and reliable transportation are required. The position also includes physical duties such as standing, walking, climbing, handling objects, and safely lifting or moving up to 75 pounds.

Requirements

College degree in business, marketing, or a related discipline and two years of relevant, industry-specific customer service experience, or an equivalent combination of related education, experience, training, and/or skills.
Verifiable, demonstrated experience in customer account management and upselling and cross-selling DME or power mobility products.
Recent experience using ERP and CRM systems, or willingness and ability to learn the company’s systems promptly and maintain proficiency.
Working knowledge of Microsoft applications and proficient computer skills for email, data entry, and documentation.
Excellent problem-solving and troubleshooting skills.
Negotiation skills and the ability to teach and sell.
Technical aptitude to learn products and provide technical support remotely, including by telephone or virtual platform.
Ability to travel for training and industry events and withstand potential travel stressors.
Ability to work collaboratively as a team member and independently.
Sound decision-making skills and professional, friendly collaboration with customers and colleagues.
Ability to adapt to customer and team-member behaviors and address challenges professionally and respectfully.
Valid driver’s license maintained throughout employment.
Maintain a vehicle in very good condition and suitable for safely transporting products; a van or SUV is recommended.
Fluent spoken, read, and written English, with excellent verbal, written communication, and customer service skills.
Legally authorized to work in the United States.
Must comply with company safety policies and participate in required safety training.
Good manual dexterity, physical condition and strength, and balance for safe work.
Able to meet the stated physical demands, including safely lifting or moving up to 75 pounds.

Responsibilities

Collaborate with cross-functional teams to exceed quality standards and customer service goals.
Coordinate, conduct, assess, and document Pilot product training for internal and external stakeholders with Sales, Sales Support, Marketing, Operations, and R&D.
Serve as an alternate to the Pilot Project Manager when needed.
Use ERP and CRM systems to maintain accurate customer, sales, and internal operations information, including quotes and orders.
Support continuous improvement and a culture of safety and respect.
Maintain Pilot-related inventory and ensure its information is accurately reflected in applicable systems.
Collaborate with senior leadership to establish sales objectives for Pilot products.
Travel for industry events, product training, troubleshooting, installations, and sales support, as needed and potentially up to 20%.
Answer customer inquiries, provide information, and maintain customer relationships through various communication channels, including in-person travel.
Ensure customers receive applicable and up-to-date information and product assets.
Educate current and potential customers about Pilot products’ value proposition and benefits.
Provide high-level technical and sales support to internal and external stakeholders.
Plan and assist with projects such as retail and e-commerce initiatives in collaboration with senior leaders.
Communicate promotions and product information to customers, follow up on leads, and discuss Pilot products.
Stay current on industry standards and trends, product information and development, and key customer strategies.
Participate in meetings and provide activity feedback and reports to leadership.
Stay informed about local, state, and federal regulations related to accessibility installation requirements.
Follow company safety policies and participate in applicable safety training.
Perform other duties as assigned.