Technical Account Manager

Bandung Institute of Technology; Indonesia; On-site; IDR 350,000,000 - 650,000,000; Full time

Job summary

Bandung Institute of Technology is seeking an experienced Account Manager with 3-5 years in technical sales or customer-facing services in aquaculture. You will lead account planning, provide technical consultations, and coordinate with sales and operations to meet growth and retention targets.

The role involves field visits to shrimp farming sites, cross-functional collaboration, and data-driven decision making to optimize service delivery and customer satisfaction.

Qualifications

• Minimum Bachelor's degree in Aquaculture, Fisheries, Marine Science, Biology, Life Sciences, or a related field.
• 3-5 years in technical sales, account management, aquaculture, shrimp farming, or customer-facing technical services; team leadership preferred.
• Demonstrated ability to manage customer accounts, build long-term relationships, identify business opportunities, and improve retention.
• Understanding of shrimp farming operations and aquaculture practices; familiarity with lab testing, molecular diagnostics, or sequencing is a plus.
• Strong leadership, communication, and interpersonal skills with cross-functional coordination.
• Analytical and problem-solving skills to interpret technical information and develop data-driven recommendations.
• Proficiency in Google Sheets or Excel for data analysis and KPI tracking; knowledge of Metabase is a plus.
• Customer-focused mindset with ability to manage expectations, escalations, and stakeholder relationships.
• Ability to coordinate cross-functional projects with Commercial, Laboratory, Research, Product teams.
• Willingness to conduct field visits and travel to customer sites; strong organizational skills.

Responsibilities

• Develop and implement account management strategies to strengthen customer relationships, improve retention, and identify opportunities for growth.
• Oversee technical consultations and customer support related to shrimp farming operations, aquaculture practices, product applications, laboratory services, and sequencing solutions.
• Coordinate with the Commercial team to align activities with sales targets, retention initiatives, cross-selling opportunities, and business development strategies.
• Monitor account performance, service utilization, customer satisfaction, and technical outcomes to identify risks and opportunities.
• Analyze feedback, field data, technical findings, and service performance to develop actionable recommendations.
• Manage customer escalations and coordinate cross-functional problem-solving for timely resolution of issues.
• Build and maintain strategic relationships with key customers and stakeholders; prepare periodic performance reviews and strategic recommendations.

Skills

Account management

Relationship building

Leadership

Technical sales

Data analysis

Communication

Education

Bachelor's degree in Aquaculture/Fisheries/Marine Science/Biology/Life Sciences

Job description

• Develop and implement account management strategies to strengthen customer relationships, improve customer retention, and identify opportunities for account growth and business expansion.
• Oversee technical consultations and customer support related to shrimp farming operations, aquaculture practices, product applications, laboratory services, and sequencing solutions to ensure recommendations meet customer needs.
• Coordinate with the Commercial team to align account management activities with sales targets, customer retention initiatives, cross-selling opportunities, and business development strategies.
• Monitor customer account performance, service utilization, customer satisfaction, and technical service outcomes to identify risks, improvement opportunities, and potential business growth.
• Analyze customer feedback, field data, technical findings, and service performance to develop actionable recommendations and support data-driven account management decisions.
• Manage customer escalations and coordinate cross-functional problem-solving to ensure timely resolution of technical issues, service complaints, and other customer concerns.
• Build and maintain strategic relationships with key customers and relevant stakeholders while preparing periodic account performance reviews, team performance reports, and strategic recommendations for management.

Requirement

• Minimum Bachelor's degree (S1) in Aquaculture, Fisheries, Marine Science, Biology, Life Sciences, or a related field.
• Minimum 3-5 years of relevant professional experience in technical sales, account management, aquaculture, shrimp farming, or customer-facing technical services, with team leadership or supervisory experience preferred.
• Demonstrated ability to manage customer accounts, build long-term customer relationships, identify business opportunities, and improve customer retention.
• Good understanding of shrimp farming operations, aquaculture practices, and relevant technical products or services; familiarity with laboratory testing, molecular diagnostics, or sequencing services is an advantage.
• Strong leadership, communication, and interpersonal skills, with the ability to supervise team members, provide constructive feedback, and coordinate effectively across functions.
• Strong analytical and problem-solving skills, with the ability to interpret technical information, evaluate customer needs, and develop practical, data-driven recommendations.
• Proficient in Google Sheets or Microsoft Excel for data analysis, account performance monitoring, KPI tracking, and management reporting; familiarity with data visualization tools such as Metabase is an advantage.
• Strong customer-oriented mindset, with the ability to manage customer expectations, handle escalations, resolve complaints, and maintain positive relationships with key accounts and stakeholders.
• Ability to coordinate cross-functional projects involving Commercial, Laboratory, Research, Product, and other relevant teams to ensure effective service delivery and customer satisfaction.
• Willing and able to conduct field visits, work directly with customers and shrimp farmers, and travel to customer sites as required, with strong organizational and time management skills.