Job Description

Key Account Manager

Position Summary

The Account Manager serves as the primary point of contact for key client accounts across the company’s three largest territories. This role is responsible for delivering a seamless customer experience by proactively managing client relationships, resolving operational issues, and partnering closely with Sales, Operations, and Billing to ensure timely, accurate, and compliant diagnostic testing services.

This position is ideal for a highly organized, relationship-driven professional who understands the intersection of client service, laboratory operations, and sales support.

Key Responsibilities

Client Relationship Management

• Act as the primary liaison for assigned client accounts, building trusted, long-term relationships.
• Conduct periodic client meetings (in-person or virtual) to review service performance, address concerns, and identify improvement opportunities.
• Proactively manage client expectations and ensure high satisfaction levels across all touchpoints.
• Serve as an escalation point for client issues and coordinate resolution with internal teams.

Sales & Territory Support

• Partner closely with Sales Representatives to support the three largest territories.
• Assist sales teams with:
• On-hold specimens
• Missing or incomplete requisitions
• Documentation and client follow-up
• Help ensure smooth onboarding of new accounts and ongoing support for existing clients.
• Support sales initiatives by reinforcing service standards and operational best practices.

Operational & Specimen Support

• Monitor specimen flow and troubleshoot issues impacting turnaround time, billing, or reporting.
• Coordinate with laboratory operations, logistics, and billing teams to resolve issues quickly and efficiently.
• Ensure accurate requisitions, demographic information, and compliance with laboratory and payer requirements.
• Identify trends in recurring issues and recommend process improvements.

Customer Experience & Continuous Improvement

• Advocate for the client internally while balancing operational and compliance requirements.
• Identify opportunities to improve workflows, communication, and overall client experience.
• Maintain detailed documentation of client interactions, issues, and resolutions.
• Participate in cross-functional meetings related to territory performance and client satisfaction.

Qualifications & Experience

• 2–5+ years of experience in account management, customer success, client services, or healthcare/laboratory operations.
• Prior experience in a diagnostic laboratory, healthcare services, or medical sales environment strongly preferred.
• Strong understanding of specimen workflows, requisitions, and customer support processes.
• Exceptional communication, relationship-building, and problem-solving skills.
• Highly organized with the ability to manage multiple priorities across large, fast-paced territories.
• Comfortable working cross-functionally with Sales, Operations, Billing, and Leadership teams.
• Proficient in CRM systems, LIS platforms, and Microsoft Office or Google Workspace.

Key Competencies

• Customer-first mindset
• Strong attention to detail
• Calm and effective under pressure
• Solutions-oriented and proactive
• Ability to balance client advocacy with business and compliance needs
• Professional, polished, and dependable

Why Work With Us

• Play a critical role in supporting the company’s most impactful territories.
• Work closely with top-performing sales leaders and cross-functional teams.
• Make a direct impact on client satisfaction, retention, and growth.
• Join a mission-driven diagnostic laboratory committed to quality, service, and innovation.

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