Corporate Account Manager

Job Details

The Company

We are a well-established, award-winning company, based in Warrington, offering DNA, drug and alcohol testing services to the legal community, members of the public and companies across the UK and internationally.

We are going through an exciting period of growth and have recently launched some new products, so our team now needs to expand and recruit a Corporate Account Manager.

This role is offered on a full-time basis.

The Role

The role of Account Manager is to be a point of contact for our Corporate customers throughout their journey with AlphaBiolabs. The role reports to the Commercial Manager. In summary, the role exists to:

Support the development of workplace, international and UK partner business.
Provide a single point of contact for Corporate customers including provision of quotes, chasing quotes, registering cases, organising sample collections, releasing case reports and acting as point of contact for customers for cases for the full lifecycle.
Renew service level agreements (SLAs) and annual retainers to customers out of contract.
Sell consumables, training and other supplies to Corporate customers.
Contact existing customers to ensure collections are booked where appropriate and as per the SLA.
Engage directly with our customers, anticipate or help them to understand their needs and deliver a quality and relevant service within agreed service level agreements.
Undertake business development activities to bring in new customers.
Attend account meetings, report, present and engage with solution led thinking.
Handle customer complaints at first contact with a “one call” resolution where possible.
Work closely with laboratory managers in connection with delayed reports or technical queries.
Assist with training of existing and new customers.
Liaise with collections manager regarding collection officers and requirements.
Liaise with the Logistics and Customer Service teams regarding kit requirements.
Achieve key performance indicators as set by the Sales Manager.
Ensure compliance with ISO17025 and ISO9001 and all departmental procedures, policies and protocols.

Key Skills

Excellent communication, both spoken and written.
Ability to build and maintain relationships with existing and potential new customers.
Ability to negotiate and respond to the customers’ demands.
Deals with situations with empathy yet able to be assertive as appropriate.
Able to balance the expectations of the customer and the business.
Outstanding attention to detail and accurate recording of information.
Commercial acumen- able to spot opportunities for sales, upselling, etc. and influence the customer as appropriate
Very organised, able to plan and deliver and multi-task, meeting targets and deadlines
Able to keep calm under pressure
Whilst taking responsibility for a specific group of customers, must also be able to work as part of a team to cover absences, colleagues’ peaks in demand, etc.
Able to work within a structured process, understand the demands of the quality management system and adherence to best practice.
Proactively recognise training needs and request support
Extremely IT literate. Proactive: able to suggest and implement improvements.
Extensive experience of working with a CRM, preferably Salesforce.