Service Account Manager

JOB SUMMARY & SCOPE

Responsible for managing a portfolio of client accounts, ensuring high levels of customer satisfaction, and driving revenue growth through upselling and cross-selling strategies. Requires a strong background in account management, excellent communication skills, and a proven track record of meeting and exceeding sales targets.

KEY ACCOUNTABILITIES

• Manage a portfolio of client accounts and serve as the primary point of contact for all customer inquiries and issues.
• Build and maintain strong, long-lasting customer relationships by understanding their business needs and objectives.
• Develop and execute strategic account plans to drive revenue growth and achieve sales targets.
• Identify opportunities for upselling and cross-selling additional products and services to existing clients.
• Collaborate with internal teams, including sales, marketing, and product development, to ensure customer needs are met and issues are resolved in a timely manner.
• Prepare and deliver regular account performance reports to clients, highlighting key metrics and insights.
• Stay informed about industry trends, market conditions, and competitor activities to identify potential opportunities and threats.
• Proactively address any customer concerns or escalations to ensure a positive customer experience.
• Conduct regular business reviews with clients to review performance, discuss new opportunities, and address any concerns.
• Maintain accurate records of customer interactions and sales activities in the CRM system.

EDUCATION + EXPERIENCE + KEY TRAITS

• Bachelor's degree in business administration, marketing, or a related field.
• Proven experience in account management, sales, or customer service.
• Strong communication, negotiation, and interpersonal skills.
• Ability to build and maintain strong relationships with clients and internal stakeholders.
• Excellent problem-solving and decision-making abilities.
• Self-motivated with a strong sense of accountability and ownership.
• Proficiency in Microsoft Office suite and CRM software.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Willingness to travel occasionally for client meetings and industry events.
• Relevant certifications (e.g., Certified Account Manager) preferred but not required.

TYPICAL PERFORMANCE TARGETS

• SERVICE DELIVERY:         Sustained, measured excellence in project & process delivery
• COST TO SERVE:             Sustained, measured excellence in delivery efficiency with expected continuous improvement
• INNOVATION:                 Step changed delivery in safety, quality, and/or cost

LANGUAGE SKILLS

• Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
• Read and interpret documents, procedure manuals and various correspondence from both internal and external.
• Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION

• Role does not require supervision of direct and indirect reports.

DECISION MAKING + REASONING

• Able to take accountability and responsibility for business target delivery and decision making.
• Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.

WORKING RELATIONSHIPS

• Internal and External Customers

PHYSICAL REQUIREMENTS