Director of Strategic Accounts

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary corporate relationship manager for designated strategic, national, and high-value client accounts.

• Acquire a thorough understanding of the customers’ businesses, testing programs, structures, priorities, and objectives.

• Build relationships with customer stakeholders at both operational and executive tiers.

• Create and sustain strategic account plans.

• Conduct regular business reviews with key strategic customers.

• Take ownership of customer retention and relationship health for the strategic account portfolio.

• Identify areas of dissatisfaction, service risks, competitive challenges, and potential account attrition.

• Coordinate internal resources to address customer concerns and recurring issues.

• Serve as a senior escalation point for intricate, cross-functional, or multi-location customer issues.

• Collaborate with laboratory operations, Customer Service, Sales, Quality, Finance, IT, Logistics, and other departments.

• Organize internal strategic account meetings and set accountability for customer commitments.

• Partner with operational leadership regarding capacity, turnaround time, service expectations, and priorities.

• Collaborate with Sales and Business Development to enhance strategic relationships.

• Assist in contract renewals, RFPs, pricing negotiations, and strategic proposals.

• Provide customer insights to Sales and executive leadership.

• Establish and monitor account KPIs, including retention, revenue, service performance, turnaround time, complaints, escalations, and satisfaction.

• Develop strategic account scorecards and dashboards.

• Update executive leadership on account health, risks, opportunities, and organizational actions.

• Monitor customer commitments and leverage customer and operational data to enhance service delivery.

• Influence outcomes across departments and locations without relying solely on direct reporting authority.

• Travel to customer and company locations as required.

⛳️ Requirements

• Bachelor’s degree in business, Science, Environmental Science, Chemistry, or a related field is preferred.

• Over 7 years of experience in strategic account management, customer success, commercial leadership, laboratory services, environmental services, or a related B2B sector.

• Strong preference for experience managing large, complex, national, or multi-location customer relationships.

• Proven ability to handle executive-level customer relationships.

• Solid understanding of customer retention, account management, and service delivery.

• Capability to lead cross-functional initiatives and influence individuals beyond direct reporting relationships.

• Excellent analytical, organizational, communication, and problem-solving skills.

• Preferred experience in laboratory testing, environmental services, scientific services, or another technical service organization.

• Willingness to travel as needed to customer and company locations.

• Ability to occasionally lift and/or move up to 25 pounds.

• Must pass a drug test prior to commencing work.

• Willingness to work in a general office environment.

• Availability to travel 50% of the time.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• Disability insurance.

• Generous paid time off, including vacation and holidays.

• Flextime.

• Wellness program.

• Referral bonus.

• Tuition reimbursement.

• Competitive pay.

• Supportive leadership teams.

• Equal employment opportunity.