ACCOUNT MANAGER

Description

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: Christiansburg, VA 

FLSA Status: Non- Exempt    

Salary Range: $19.00- $24.00/ per hour

Job Summary: 

The Client Operations Account Manager serves as the primary relationship owner for assigned customer accounts, ensuring an exceptional client experience while driving long-term account retention, customer satisfaction, and growth. This role develops trusted partnerships with key customer contacts, proactively identifies opportunities to strengthen relationships, and collaborates cross-functionally to deliver solutions that support customer success. Account Managers are expected to manage a portfolio of key accounts, maintain regular business reviews with target customers, and serve as the customer's advocate throughout the entire customer lifecycle.

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 addresses.
• Review and process client quotes and orders with accuracy, ensuring all necessary information is provided.
• Develop trusted relationships with key stakeholders within assigned accounts to maximize customer retention, loyalty, and long-term account growth.
• Develop and execute account engagement plans, including quarterly business review meetings with designated target accounts to strengthen relationships, review performance, identify future needs, and uncover growth opportunities.
• Identify account expansion opportunities through cross-selling, upselling, and increased product adoption, partnering with Sales when appropriate.
• Monitor customer health, engagement, and purchasing trends to proactively reduce churn risk.
• Collaborate with Sales and Business Development Representatives to support strategic growth initiatives.
• Maintain regular communication with assigned customers to ensure continued alignment with their business needs and laboratory objectives.
• Collaborate with internal departments, including Client Operations, Product Development, Product Management, IAD and Logistics to fulfill all customer requests and ensure seamless service delivery.
• 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 all account activities.
• 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

 Required:

• Proven ability to proactively manage customer relationships with a focus on trust, retention, satisfaction, and account growth.
• Strong verbal and written communication skills.
• Excellent listening, negotiation and presentation abilities.
• Demonstrated experience delivering client-focused solutions and resolving customer issues.
• Ability to manage multiple priorities and accounts with strong attention to detail.
• Excellent problem-solving and conflict-resolution skills.
• Proficiency in CRM systems and business platforms (e.g., HubSpot, ERP).
• Familiarity with Inorganic Ventures’ products and services and a willingness to learn quickly.
• Proficiency in Microsoft Office Suite (Excel, Outlook, Word, Power BI)
• Ability to work collaboratively across teams and departments.

Preferred:

• Associate or bachelor’s degree in business, sales, marketing, customer service or a related field.
• Spanish language proficiency (written and verbal).
• Previous experience working in scientific, laboratory, manufacturing, or other technical industries.
• Proven success managing strategic customer accounts with measurable retention and growth results.
• Experience conducting account reviews or business reviews with key customers.
• Experience using CRM platforms such as HubSpot or Salesforce to manage customer relationships and account activity.

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.