Job Functions, Duties, Responsibilities and Position Qualifications:

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Position Summary:  The Internal Account Manager is responsible for managing and growing relationships with existing customers. This role involves understanding client needs, resolving issues, and driving additional business through upselling, cross-selling, and renewals. They will work closely with the sales and support teams to ensure the highest level of customer satisfaction and contribute to the overall growth of the company.

Principle Responsibilities:

• Client Relationship Management: Develop and maintain strong, long-lasting relationships with existing clients, ensuring high levels of satisfaction.
• Account Retention: Ensure clients are fully engaged with our products/services and assist with troubleshooting or resolving any issues they may face.
• Upselling and Cross-selling: Identify opportunities to upsell and cross-sell products or services to existing clients to drive additional revenue.
• Renewals and Contracts: Manage contract renewals and maintain ongoing communication to ensure customer retention.
• Client Support: Act as the primary point of contact for clients, providing support, answering queries, and addressing concerns.
• Collaboration: Work with sales, marketing, and product teams to align client needs with available offerings and propose customized solutions.
• Sales Reporting: Maintain accurate records of customer interactions, sales activities, and opportunities in CRM systems.
• Market Insights: Gather and share customer feedback to help improve products, services, and sales strategies.
• Product Education: Educate clients on new features, products, or services, ensuring they derive maximum value from the offerings.

Goal Achievement: Meet and exceed performance targets related to account growth, retention, and sales.

Education:

Preferred - Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).

Experience: 2-4 years of experience in account management, customer service, or sales.

Knowledge, Skills, and Abilities:  

• Ability to communicate effectively, both orally and in writing.  
• Demonstrate interpersonal skills.
• Problem-solving abilities with a customer-focused mindset.
• Ability to establish and maintain positive relationships with clients.
• Proficient with CRM (e.g., Salesforce, HC1) or related software.
• Ability to work independently, be attentive to detail, and provide quality work.
• Ability to demonstrate respect for all individuals, adhere to the Company’s values and business practices, and do both consistently
• Ability to demonstrate commitment to compliance with applicable laws: federal and state regulations, including CAP, CLIA, HIPAA, Safety, and OSHA Regulations
• Ability to work well with others in a team-oriented environment
• Flexibility to support the needs of the organization
• Demonstrate the ability to maintain cultural competence

Preferred Skills:

• Ability to demonstrate knowledge of medical terminology including billing, laboratory processes operations and account management strategies.

Environmental Demands:  Works in temperature controlled environment with possible exposure to biological and chemical hazards.  May be required to operate fire and safety equipment or follow other safety procedures in an emergency situation. 

This role will have routine access to Protected Health Information (PHI). Employees will be trained on reasonable safeguards and are expected to maintain strict confidentiality, as well as abide by all applicable privacy and security standards.  Employees are expected only to access PHI when it is required to fulfill job duties.

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Sonic Healthcare USA is an equal opportunity employer that celebrates diversity and is committed to an inclusive workplace for all employees. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, age, national origin, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.