Account Manager

Position Overview

We are seeking an empathetic, organized, and proactive Account Manager to manage relationships with an established portfolio of approximately 200–400 medical practice accounts. This role focuses on delivering exceptional customer service, resolving client concerns, maintaining strong relationships, and ensuring accounts remain satisfied and engaged.

The ideal candidate is a clear communicator who takes ownership of client issues, follows through on commitments, and proactively reaches out to accounts to ensure their needs are being met. This position combines inbound customer support with outbound relationship management, account monitoring, and identifying opportunities to strengthen client relationships and grow existing accounts.

This is a relationship-focused role rather than a traditional sales position. Success comes from building trust, resolving problems efficiently, maintaining consistent client communication, and identifying opportunities to improve account satisfaction and retention.

Comprehensive six-week training will be provided to help the selected candidate learn the company's systems, processes, services, and client management expectations.

Key Responsibilities

• Account Management & Client Relationships
• • Manage a portfolio of approximately 200–400 medical practice accounts.
  • Build and maintain positive, professional relationships with medical offices and practice staff.
  • Conduct regular outbound calls and Microsoft Teams meetings to check in with clients, address concerns, and ensure account satisfaction.
  • Serve as a reliable point of contact for client questions, service issues, and account-related needs.
• Inbound Customer Service & Problem Resolution
• • Handle incoming calls and client inquiries with professionalism, empathy, and a solutions-oriented approach.
  • Investigate client concerns, coordinate appropriate resolutions, and follow through until issues are addressed.
  • Proactively identify potential account concerns and work to resolve them before they affect client satisfaction or retention.
  • Escalate complex issues to Supervisors, Lab Specialists, or other internal departments as appropriate.
• Account Retention & Growth
• • Maintain regular communication with assigned accounts to strengthen relationships and encourage long-term retention.
  • Monitor account engagement and identify opportunities to improve service, satisfaction, and account performance.
  • Recognize opportunities to expand existing relationships and introduce additional services when appropriate.
  • Meet established key performance indicators (KPIs) related to client engagement, retention, account growth, and service quality.
• Documentation & Systems Management
• • Maintain accurate, timely, and detailed client records in Salesforce and other internal systems.
  • Document client interactions, concerns, follow-up activities, account updates, and resolutions consistently.
  • Track outstanding issues and follow-up commitments to ensure nothing is overlooked.
  • Use technology and internal resources effectively to manage a large portfolio of accounts.
• Cross-Functional Collaboration
• • Partner with Supervisors, Lab Specialists, and internal teams to resolve client concerns and support account needs.
  • Communicate account feedback and recurring issues to the appropriate departments.
  • Participate in team meetings, coaching sessions, and ongoing training to improve performance and client outcomes.
  • Remain receptive to feedback and continuously develop product knowledge and account management skills.

Qualifications

• Previous experience in customer service, account management, client relations, inside sales, call center support, or a similar client-facing role.
• Excellent verbal and written communication skills, with the ability to communicate clearly and professionally.
• Strong problem-solving skills and a customer-first mindset.
• Highly organized, detail-oriented, and capable of managing multiple accounts, priorities, and follow-up tasks.
• Comfortable handling both inbound calls and proactive outbound outreach.
• Proficiency with Microsoft Office, Microsoft Teams, and customer relationship management systems; Salesforce experience is a plus.
• Ability to learn new systems, processes, and service offerings through structured training.
• A strong sense of ownership, accountability, and follow-through.
• Coachable, adaptable, and receptive to feedback.
• Comfortable working toward performance goals and identifying opportunities to improve account retention and growth.