Serve as the primary relationship owner for assigned territory accounts
Engage with customer to understand their needs/preferences and ensure we deliver accordingly as an organization
Manage account performance against territory quota and roster metrics
Conduct regular customer business reviews and present strategic insights cross-functionally
Proactively reduce churn and identify opportunities to expand service offerings
Quote accounts using the existing price book and strategic account approach
Answer customer questions and address concerns in an effective and timely manner
Monitor account health through analytics and proactive engagement
Drive lifecycle management for profiles, contracts, AR status, and onboarding of new accounts
Collaborate with CX Specialists to ensure order completeness and fulfillment
Partner with regional Territory Account Managers (TAMs) to generate new profiles and communicate approval status
Escalate service issues using the customer complaint tool and ensure closed-loop resolution
Support pricing alignment, invoice accuracy, and SLA adherence
Generate actionable customer and performance reports to support operational and financial goals
Track customer satisfaction and monitor account performance
Mentor team members as assigned by management
Lead team huddles and meetings as requested
Perform other related tasks as assigned

Bachelor’s degree in business, Environmental Sciences, Marketing, or related field (or equivalent experience)
Minimum 3 years in customer service or account management (5 years with high school diploma)
Strong communication, analytical, and organizational skills
Proficiency in CRM Microsoft Office Suite
Willingness to travel up to 30%

health, dental, vision, life, and disability insurance plans starting on the first day of employment
paid time off
wellness benefits
employee discount program
tuition assistance
401k with company matching

Customer Experience Account Manager

Key skills