Account Manager

Position Summary: An Account Manager is responsible for developing long-term relationships with a defined portfolio of territory assigned customers by maintaining continuous contact with program champions and key personnel of each account. This position will serve as a liaison between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions and results that meet and exceed customer expectations and needs at all touch points.

Achieve POLARIS Laboratories®, LLC net sales and profitability objectives in a designated territory, by leading aspects of territory specific customer relationships. Use technical product and platform knowledge along with functional support skills to develop and execute business strategies and initiatives. Realize product category volume and profitability objectives and create an exceptional customer experience using advanced remote selling skills.

At POLARIS Laboratories®, LLC an account manager operates as the lead point of contact for any and all strategic matters specific to the defined set of customers. All efforts are designed to build, maintain and expand strong long-lasting customer relationships as a trusted adviser to key customer stakeholders and program champions.

In addition, an account manager will identify development potential in accounts by studying and understanding current business trends and evaluation new opportunities to help the customer realize greater impact from its fluid analysis programs. Account managers will pursue timely growth opportunities within customer accounts and execute traditional quote development to advance those opportunities.

Accountable for all business outcomes for target territory and accounts, an account manager will be a problem-solving, results-focused, detail-oriented, task-driven, team member who is comfortable juggling multiple projects in a deadline-driven, rapidly changing environment. This position will report directly to the Account Manager Supervisor and be part of the company's sales and marketing team.

ESSENTIAL FUNCTIONS

Weight of associated position responsibility, duty or task to successful performance:

• 10% Understand Organizational Priorities


• Serve as a lead point of contact to target list of customers in defined
  territory
• Conduct customer orientation, including participation in customer
  onboarding
• Gain complete knowledge about the customer, company and industry


• 20% Account and Opportunity Planning


• Establish strategic account plans
• Develop at-risk plans and monitor improvement
• Input all incoming/outgoing calls and email in SFDC (daily)
• Call/Update leads and open opportunities in SFDC (daily)
• Contribute to development of growth quota for existing line of business (territory)
• Ensure maximum participation at annual Customer Summit


• 20% Joint Solution Development


• Assess/ validate customer needs and opportunities for additional programs/tests/services
• Create and demonstrate value of fluid analysis with customer
• Maximize user adoption and compliance
• Up-sell and cross-sell POLARIS Laboratories® services
• Responsible for evaluating pricing increase yearly (Jan)


• 10% Cross-Functional Account Team Leadership


• Collaborate with customer service, sales and marketing
• Advise internal team members customer needs and expectations


• 15% Overall Relationship and Outcome Management


• Forecast and track key account metrics
• Act on high-risk and detractor feedback in annual/monthly customer feedback surveys
• Assist with high-severity requests and issues


• 10% Support onboarding introduction through collaborative effort with customer service
• 5% Personal skill development in the areas of sales and account management
• 5% Track and measure results to identify adjustments and best practices
• 5% Administration, project management and team support

SUPPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

Provide coverage to other Marketing Department functions, as defined by the Account Manager Supervisor and/or NA Sales Manager and National Accounts

OTHER DUTIES

• Adherence and support of the POLARIS Employee Handbook inclusive of the Standards of Conduct
• Lean and support of the quality management system
• Other duties as assigned

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to perform the essential functions of the job, with or without reasonable accommodation.

• Proven sales, account management, customer service or other relevant experience
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Experience in delivering client-focused solutions based on customer needs
• Proven ability to manage multiple projects at a time while paying strict attention to efficiency and detail
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Proficient with corporate productivity and web presentation tools
• Ability to work with cross-department teams
• Basic knowledge of email Marketing solutions (Pardot) and CRM solutions (SFDC)
• Familiar with project and ticket management, workgroup collaboration tools and process-based workflows
• Ability to multi-task, prioritize, and manage time effectively
• Highly motivated, self-starter

ORGANIZATIONAL RELATIONSHIPS

• Positions directly reporting to this position (titles): Account Manager Supervisor

REQUIRED QUALIFICATIONS: The required qualifications necessary in terms of education, course concentration, work experience, technical knowledge and desired advanced certifications.

• Prior experience in inside sales, account management or customer service

PREFERRED QUALIFICATIONS: The preferred qualifications desired in terms of education, course concentration, work experience, technical knowledge and desired advanced certifications.

• College Degree or equivalent work experience

SCHEDULE: This position is scheduled for dayshift/business hours, but may require periodic off hours work delivery, based on the needs of the business.