Technical Customer Service Account Manager Lead

$83,200 - $114,400/Yr

System One - Des Moines, IA

Full-time - Mid Level

Remote - Des Moines, IA

Administrative and Support Services

About the position

The Technical Customer Service Account Manager Lead is a contract position focused on enhancing customer service efficiency and managing client relationships within a remote or hybrid work environment. The role involves acting as a liaison between various departments, ensuring customer satisfaction, and managing a portfolio of tier 1 customers. The ideal candidate will possess strong communication skills and a deep understanding of the company's services to effectively address customer needs and expectations.

Responsibilities

• Create/lead efficiency strategies and value added workstreams for the CS Team
• Act as the liaison between CS and Ops and CS and Sales
• Execute customer excellence through managing expectations and providing technical responses to customer inquiries
• Manage a portfolio of 15-25 tier 1 customers; ensuring their needs are being met
• Answer customer inquiries via phone or email within a 24-business hour period
• Handle customer complaints and facilitate resolution, acting as the escalation point for others
• Manage all data recalls on the customer side
• Attend DDS to represent all CS needs and updates for Ops
• Demonstrate empathy and support during customer turndowns
• Generate quotes for testing and upsell where applicable
• Generate Mock Nutrition Facts Panels via Genesis software
• Submit requests for reruns and additional testing through LIMS
• Set up conference calls with customers and facilitate when needed
• Build new customers in LIMS and update existing customer records when needed
• Monitor the Customer Service Dashboard in LIMS
• Enter action items in LIMS for changes to testing and rerun requests
• Ensure customers receive results as soon as possible
• Send Prelim Reports to customers if needed
• Contact Approvers to push through Final Reports if needed
• Pull historical data upon request
• Log all customer communications in Salesforce
• Assist with customer information Echo review as time allows
• Communicate weekly updates on submission trends and phone/email metrics
• Manage client communications to ensure customer satisfaction and support with service-related issues
• Own large and specialty projects for the account, setting internal and external strategy for execution success
• Maintain a deep understanding of all client's services and capabilities and apply them to customer conversations
• Collaborate with Sales to perform QBRs and support sales initiatives within assigned accounts

Requirements

• Minimum of 3-5 years' experience in customer service and/or account management
• AS or BS degree in science-related field
• Proficiency in Microsoft Office, LIMS and Salesforce
• Strong time management and prioritization skills
• Excellent interpersonal, communications and business management skills
• Team player
• Previous analytical lab experience a plus

Benefits

• Health and welfare benefits coverage options including medical, dental, vision, spending accounts
• Life insurance
• Voluntary plans
• Participation in a 401(k) plan