Account Management Specialist

The Account Management Specialist is responsible for developing relationships with assigned customers and identifying new business opportunities among existing customers. This position is also responsible for fulfilling the needs of existing customers that are at risk of cancelling services or discontinuing use of products. The Account Management Specialist will balance customer needs with company objectives and policies. This person communicates effectively and persuasively to a high volume of people throughout the workday. They apply communication skills primarily over the phone. The Account Management Specialist has the ability to repeatedly overcome rejection from potential customers and uses negotiation skills with a goal of increasing satisfaction and securing or saving business. This person will be familiar with Patterson product and service offerings and be aware of competitive products in the market. They know the key differentiators that make Patterson value-added services stand out.

JOB FUNCTIONS

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or your manager.

Essential Functions

• Respond to customer inquiries and address concerns in a timely manner.

• Build quick rapport with existing customers using assertiveness and confidence to educate them on the value of our products and services.

• Apply sales methodologies and problem-solving strategies to best position Patterson's products and services while providing long-term solutions for customers.

• Make save calls and upsells to customers for business growth.

• Accurately processes returns, credits, and customer rebills.

• Maintains accurate customer and order logs, records, and files.

• Track and notify customers who are nearing end of their existing vaporizer service cycle or past due on returns

• Work with sales & support leadership in implementing sales promotion activities.

• Provide excellent customer service and ensure customer satisfaction.

• Tracks customer accounts and manages order fulfillment process.

• Explain products, services, and benefits to customers.

• Increase revenue through up-selling and cross-selling

• Consistently achieve key performance metrics.

• Aid support, training, or other teams where necessary and assigned.

• Other duties as assigned. ​

• Comply with Company and department policies and standards.