Lighthouse Lab Services

Instrument Services Account Manager

Lighthouse Lab Services

full-time

Posted on:

Location Type: Hybrid

Location: North Carolina, Texas • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $70,000 per year

Job Level

Mid-LevelSenior

About the role

  • Develop and maintain positive working relationships with assigned client base and internal LLS teams to maximize client satisfaction and retention.
  • Provide excellent client interaction while managing and maintaining positive, professional relationships.
  • Serve as a resource to clients regarding service agreements, including contract terms, inclusions, exclusions, and service expectations.
  • Oversee and finalize service agreement contract renewals for assigned service agreement clients.
  • Proactively facilitate client outreach, including but not limited to check-in calls, meetings, emails, and texts.
  • Communicate, collaborate, and facilitate next steps in a timely manner with internal teams to mitigate client issues for all assigned clients.
  • Partner closely with Director of Account Management, Dispatch, and the Instrument Services Senior Director to improve internal communication processes, service delivery, and overall client experience, with a focus on retention.
  • Demonstrate sound judgment, with guidance from the Account Management Director as needed, to resolve or escalate issues in a timely manner.
  • Identify upselling opportunities and retain customers to drive additional revenue.
  • Provide internal onboarding and ongoing training support for new and existing Account Management and Instrument Services staff, including documentation of competencies and required sign-offs.
  • Execute special projects and additional duties as assigned by the Account Management Director.

Requirements

  • Bachelor’s degree in Accounting, Finance, Business, or closely related field
  • Minimum of 3 years as Account Manager or equivalent experience and education
  • Prior experience or basic knowledge of Liquid Chromatography/ Mass Spectrometry (LC/MS) instrumentation and Microsoft Office required
  • Outstanding communication skills with a thoughtful and collaborative approach to relationships
  • Desire to question, probe, and/or challenge clients and/or internal teams in order to ensure ultimate needs are met
  • Client focus, attention to detail, proactive approach for conflict resolution and finding solutions
  • Creative use of problem-solving skills to ensure clients are satisfied
  • Ability to handle multiple projects and tasks at once while maintaining excellent composure
  • Highly organized and ability to prioritize client and LLS objectives
  • Outstanding written and verbal communication skills.
Benefits
  • Medical, Vision, and Dental benefit offerings
  • 15 days Paid Time Off (vacation and sick days)
  • 10 Paid Holidays
  • 401(k) retirement plan with up to 4% Company match
  • Company-provided group life + AD&D, short and long-term disability insurance
  • Paid Volunteer Time Off
  • Partially Paid Medical Leave / Paid Parental Leave

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Liquid ChromatographyMass SpectrometryMicrosoft Officecontract managementclient retentionupsellingproblem-solvingproject managementtraining supportdocumentation
Soft skills
communicationcollaborationclient focusattention to detailproactive approachconflict resolutioncreativityorganizationprioritizationcomposure
Certifications
Bachelor’s degree in AccountingBachelor’s degree in FinanceBachelor’s degree in Business