Account Manager

OUR PURPOSE

Our mission is to build a healthier and more connected world with precision health and genealogy services.

We empower individuals with actionable insights into their genetic makeup, fostering a deeper understanding of their ancestry, health, and wellness. By integrating the experience of Gene by Gene Laboratory Services, FamilyTreeDNA genealogy, and myDNA reporting services, we strive to deliver cutting-edge genetic testing and personalized solutions that inspire informed decisions and enhance quality of life. Our team is dedicated to advancing the field of genomics through innovation, research, and a commitment to excellence.

OUR VALUES

All employees are expected to demonstrate our values of Innovate, One Team, and Integrity when carrying out the accountabilities and responsibilities of their role.

This how we show up every day for ourselves, our colleagues and our customers and strategic partners to deliver our vision and strategic goals.

Position Overview

The Account Manager is the dedicated "quarterback" for our bigger clients. This role is deeply embedded in the client relationship, acting as a hybrid of a Project Manager and a Relationship Lead. The main goal is to ensure the success of the account and client satisfaction. This position will start as in-person. The work schedule is Monday-Friday 9am-5pm.

Accountabilities And Responsibilities

• Full-Lifecycle Management: Serve as the primary point of contact for larger accounts, from initial sales elements to ongoing support.
• Project Facilitation: Lead the request for product upgrades and/or development and internal spec-gathering for new initiatives within existing accounts.
• Account Health: Host weekly check-ins, monitor client satisfaction, and ensure the client remains current on all invoices.
• Internal Advocacy: Coordinate with internal teams to ensure client projects are prioritized and executed according to the agreed-upon workflow.
  
  

Experience

• 3+ years in Key Account Management or Senior Customer Success, ideally in a technical or laboratory setting.
  
  

COMPENTICES

• Revenue Management: Comfortable discussing invoices, managing renewals, and identifying upsell opportunities.
• Project Management: Basic PM skills to coordinate internal specs and meet deadlines for large-scale client requests.
• High Emotional Intelligence (EQ): Exceptional skill in managing high-pressure client expectations and hosting recurring executive business reviews (EBRs).
• Technical Proficiency: Experience using CRMs, Slack, Google products, video calls, and general document creation.
• Inter-departmental Coordination: Acting as a liaison between the client and the Lab, Accounting, and Production departments to ensure technical feasibility.
  
  

EDUCATION & LICENSES

• Bachelor's degree in science, biotechnology, or related field.