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

Activity

Amount of Time

None

Under 1/3

1/3 to 2/3

Over 2/3

Stand

X

Walk

X

Sit

X

Use hands to finger, handle, or feel

X

Reach with hands and arms

X

Climb or balance

X

Stoop, kneel, crouch, or crawl

X

Talk or hear

X

Lift Up to 25lbs

X