Instrument Service Account Manager responsible for managing and strengthening client relationships, ensuring contract alignment and service satisfaction, and driving client retention and growth.
Requirements
- Develop and maintain positive working relationships with assigned client base and internal LLS teams to maximize client satisfaction and retention.
- Serve as a resource to clients regarding service agreements, including contract terms, inclusions, exclusions, and service expectations.
- 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.
- Work cross-functionally to provide key customer feedback and process improvement recommendations.
- Remain available and flexible throughout the day to address ongoing client questions and needs.
- Respond to a high volume of intakes and emails regarding client concerns and service needs.
- Notify client principal of down instrument the same day.
- Acknowledge and/or respond to all client and management inquiries by end of day (EOD).
- Maintain daily documentation of client interactions via client logs, files, tasks, meeting notes, and CRM.
- Monitor audits and follow up with management on areas for improvement and/or areas of success.
- 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.
- Coordinate and deliver internal training, refreshers, and process updates as requested.
- Reconcile data from multiple sources to continually drive value for customer satisfaction and retention.
- Monthly audit of new account setup, including SharePoint, Account Folders, NetSuite, and Compass.
- Complete weekly and monthly reports as directed.
- Update LIS for lab clients with users, locations, profiles, ICD codes, and medications.
- Provide backup support when peers or supervisor are out of office or unavailable.
- Execute special projects and additional duties as assigned by the Account Management Director.
- Consistently demonstrate LLS’ core values daily.
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
