Remote Account Manager

As an Account Manager, you will be responsible for maintaining client base of existing customers for Labtech Diagnostics and serve as a liaison between management and customers to resolve any customer issues. This position focuses on client satisfaction, retention, service resolution, account growth and identifying opportunity to expand the company's relationship with existing clients. Client Relationship Management Serve as a primary point of contact for client service needs and concerns. Conduct regular client communication and account follow-up to assess satisfaction and identify opportunities for improvement. Develop a thorough understanding of each assigned client's needs, business practices, testing requirements, and service expectations. Maintain strong relationships with physicians, practice managers, office managers, clinical staff, and other key decision-makers. Proactively identify potential client issues before they become service or retention concerns. Maintain accurate and current client information, contacts, notes, and activity within the Company's designated CRM or database. Client Service and Problem Resolution Educate and train clients regarding laboratory services, testing procedures, specimen requirements, ordering processes, and other applicable laboratory-related matters. Research client concerns and coordinate appropriate solutions between the client, laboratory, operations, billing, logistics, and management teams. Escalate significant or recurring client concerns to appropriate management. Monitor recurring service issues and recommend corrective or preventive actions. Maintain professionalism and composure when handling difficult client situations or complaints. Client Retention and Account Growth Work closely with Senior Sales Executives to identify client concerns and develop and implement client retention strategies. Monitor account activity and client satisfaction to identify accounts at risk of reduction or termination. Identify opportunities to increase testing volume, introduce additional laboratory services, and expand existing client relationships. Assist Senior Sales Executives with new account opportunities and referrals generated through existing client relationships. Support efforts to retain profitable, high-value accounts and strengthen overall client loyalty. Communicate opportunities for additional testing, services, or solutions to the appropriate Sales Executive or management. Sales and Business Development Support Work collaboratively with Senior Sales Executives to identify prospective clients and opportunities within assigned territories. Participate in client visits and sales calls when appropriate. Communicate relevant competitive information and market intelligence to Sales and Executive Management. Reporting and Administrative Responsibilities Maintain accurate records of client contacts, visits, complaints, resolutions, training, and other account activities. Provide regular reports regarding client satisfaction, account activity, retention concerns, opportunities, and competitive information. Participate in regularly scheduled Sales and Management meetings. Complete required reports, documentation, and administrative responsibilities accurately and timely. Comply with all Company policies and procedures, including applicable HIPAA, OSHA, CLIA, and other regulatory requirements. Performance Expectations Retain existing accounts and identify accounts requiring additional attention. Maintain accurate CRM and account documentation. Demonstrate strong collaboration with Sales, Laboratory Operations, Billing, Logistics, and Management. Meet established activity, retention, service, and account-growth expectations. 1-3 years of successful laboratory customer service, account management, or related healthcare experience, preferably calling on physician offices. Strong knowledge of laboratory testing, specimen requirements, and laboratory services. Strong customer service and problem-solving skills. Strong interpersonal and relationship-building skills. Computer proficiency, including Microsoft Office and CRM/database systems. Ability to learn and effectively communicate laboratory services and testing information. Must be able to travel throughout the assigned coverage. Associate degree or bachelor's degree preferred. Degree in business, healthcare administration, laboratory science, marketing, or a related field preferred. Equivalent combination of education, laboratory/healthcare experience, customer service, and account management experience may be considered. Ability to routinely use a computer, telephone, and other office equipment. Ability to travel throughout the assigned territory. Ability to occasionally lift and carry materials, supplies, or equipment necessary for client visits and presentations.