Job Title: National Account Manager
Location: Knoxville, TN
Company Overview:
BioPet Laboratories is a global leader in canine genetics, dedicated to advancing pet care through innovative DNA testing and research. Our cutting-edge work in genetics drives solutions that make a real-world impact, from improving pet health to fostering cleaner, more sustainable communities.
Our flagship program, PooPrints, is the first and only DNA pet waste management service of its kind. PooPrints serves over 8,000 apartment communities and more than 2 million units across the globe.
Position Overview:
As a National Account Manager, you will play a critical role in overseeing and managing strategic client relationships across the nation. You will be responsible for driving recurring sales, maintaining strong client relationships, and ensuring the smooth coordination of client needs and company operations. Your responsibilities will span across both sales and client management, with a focus on issue resolution, escalations, and ensuring client satisfaction at every level.
In this role, you will also be tasked with navigating organizational changes within client teams, including management and staff changes, ensuring that transitions are seamless and that relationships remain strong throughout. You will manage milestone meetings, helping clients track progress and ensuring goals are met on time. Additionally, you will collaborate with internal teams, handling document administration and working across departments to provide a high level of service.
Responsibilities:
Recurring Sales
Identify opportunities for upselling, cross-selling, and pitching subscription contracts to existing clients. Focus on growing recurring revenue through the expansion of service offerings, renewals, and continuously deriving value from our partnerships.
Client Relationship Management
Focus on transforming individual accounts into institutional partnerships by understanding the borader goals, challenges, and strategic objectives of the organization. Work to align our offerings with the client’s long-term business strategy, ensuring you are positioned as a strategic partner.
Contract Management and Administration
Oversee the contract lifecycle from initial discussions to contract signing and renewal, ensuring all agreements are clear and mutually beneficial. Maintain comprehensive and up to date records in the CRM ensuring that all changes, renewals, and amendments are logged and tracked.
Escalations and Issue Resolution
Serve as the escalation point for client issues that cannot be resolved by the Client Engagement team. Demonstrate ownership and accountability in managing the issue by addressing disgruntled clients, dissatisfaction with services, or other high-stakes situations such as late payments.
Management and Staff Changes
Proactively manage client transitions, including changes in management companies or staffing ensuring seamless service delivery and continued engagement.
Data Efficiency
Regularly verify and update client information across all platforms to ensure data accuracy and consistency. Conduct routine audits to identify discrepancies, errors, or outdated information by cross-referencing data.
Milestone Meetings and Client Snapshots
Lead milestone meetings with clients, tracking key deliverables and ensuring goals are met promptly. Produce quarterly reports that communicate the performance of key accounts that illustrate how the client’s portfolio is performing with the program.
Qualifications:
· Demonstrates a strong sense of initiative and the ability to work independently.
· Excellent time management skills.
· Superior analytical and problem-solving abilities
· Strong organization skills and ability to effectively prioritize tasks
· Proficient in verbal and written communication, especially via phone and email.
· Expertise in data organization and management.
· Adaptability and flexibility.
· Proficient in Microsoft Office (Excel, Word, PowerPoint) and experience with CRM software preferred.