Client Operations Manager Jobs in Roanoke, VA (NOW HIRING)

Description

Founded in 1985, IV Labs has proudly remained privately-owned ever since.  We're driven by chemistry, compassion, character, and courage. We foster a collaborative, supportive environment where curiosity is encouraged, expertise is valued, and every team member has the opportunity to grow and make an impact. If you're looking for meaningful work that's advancing analytical science, we'd love to hear from you. 

Brief Benefits Summary:

Generous PTO starting your first day, plus 11 paid holidays

Medical & Dental: IV pays 100% of employee-only premiums plus a contribution toward dependents; includes HSA with employer contribution

Life and Short-Term Disability: 100% employer-paid

401(k) with up to 4% match (eligible first of the month after 90 days)

Voluntary add-on policies available: vision, additional life, accident, pet insurance, LegalShield

Employee Assistance Program for you and your household

Work Authorization: US Work Authorization required. Inorganic Ventures does not provide visa sponsorship for this position.

Work Location: This position is onsite at our location: 300 Technology Dr. Christiansburg, VA 24073

Department: Client Operations

Reports To: Client Operations Manager

FLSA Status: Non-Exempt

Job Summary

The Bilingual Account Manager- Spanish/English serves as the key liaison between Inorganic Ventures and its clients, working to deliver exceptional service and build lasting partnerships. This role involves managing assigned accounts, proactively addressing client needs, resolving issues, and collaborating cross functionally to ensure a seamless customer experience. Account Managers are expected to support multiple accounts while maintaining a high level of attention to detail, communication, and relationship management.

Responsibilities & Duties

•  Serve as the primary point of contact for assigned client accounts, managing all communications and touchpoints.
•  Communicate with clients via phone, email, and Teams meetings to ensure their needs are clearly understood and addressed.
•  Build and maintain strong client relationships to support retention and growth across both new and existing accounts.
•  Collaborate with internal departments, including Client Operations, Product Development, Product Management, R&D, and Logistics to fulfill all customer requests and ensure seamless service delivery.
•  Review and process client quotes and orders with accuracy, ensuring all necessary information is provided.
•  Conduct regular client check-ins (monthly or quarterly) to discuss progress, resolve concerns, and explore opportunities for improvement or expansion as needed.
•  Act as the client's internal advocate, ensuring their needs are communicated and met across departments.
•  Resolve client issues and complaints promptly while tracking relevant processes and outcomes to drive continuous improvement.
•  Assist with challenging customer requests or escalations when necessary.
•  Maintain accurate and up-to-date client records, including contact history, contract details, and account activities.
•  Identify upsell, cross-sell, and renewal opportunities and communicate those to the Sales team.
•  Support client onboarding and provide ongoing account management throughout the customer lifecycle.
•  Deliver client-focused solutions tailored to customer needs and objectives.
•  Manage multiple account management projects simultaneously with a strong focus on detail, organization, and follow-through.

Requirements

Skills & Qualifications

Required:

•  Professional working proficiency in both English and Spanish, including the ability to communicate with customers by phone, email, and virtual meetings. 
•  Excellent listening, negotiation, and presentation abilities.
•  Active listening skills with empathy and a customer-first mindset.
•  Proven ability to build trust and maintain strong client relationships.
•  Demonstrated experience delivering client-focused solutions and resolving customer issues.
•  Ability to manage multiple priorities and accounts with strong attention to detail.
•  Effective problem-solving and conflict-resolution skills.
•  Proficiency in CRM systems and business platforms (e.g., HubSpot, Sage, LIMS).
•  Familiarity with Inorganic Ventures' products and services or a willingness to learn quickly.
•  Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
•  Ability to work collaboratively across teams and department.

Preferred:

•  Associate or bachelor's degree, or equivalent experience in account management, sales, or customer service.
•  Previous experience working in scientific, lab-based, or technical industries.
•  Proven success managing accounts and supporting long-term client partnerships.

Base salary: $22/hour - $30/hour, plus incentive opportunities. Total annual compensation will vary based on experience and performance. 

Inorganic Ventures reserves the right to modify job duties at any time, and this job description is not designed to cover every responsibility required of the employee. Inorganic Ventures provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.