Account Manager

NIOX; Morrisville (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

NIOX is seeking an Account Manager to support annual sales objectives through exceptional customer service and strategic account management across the Americas. You will manage renewals, expand product utilization, and collaborate with sales leadership, clinical sales reps, and operations to deliver an outstanding customer experience.

The role requires building strong customer relationships, driving revenue growth, and maintaining accurate CRM data while adhering to SOPs and company policies.

Qualifications

• High school diploma required.
• Bachelor's degree in communications, business, or related field.
• At least 2+ years of work experience in account management or sales.
• Proven ability to up-sell and generate revenue.
• Professional phone presence and listening skills.
• Strong CRM and relationship management skills.

Responsibilities

• Manage a portfolio of assigned customer accounts throughout the lifecycle.
• Drive customer retention by overseeing renewals and contract execution.
• Proactively engage customers on expiring products and expansion opportunities.
• Build relationships with key stakeholders to understand business needs and deliver value.
• Conduct regular account reviews on satisfaction, adoption, and growth opportunities.
• Collaborate with field sales, operations, and finance to ensure a seamless customer experience.

Skills

Account management

Customer service

Upselling

Relationship building

CRM

Sales

Education

High school diploma

Bachelor's degree in communications, business, or related field

Tools

Salesforce

Outlook

Excel

Word

SAP Business One

Job description

NIOX is a medical device company focused on point of care asthma diagnosis and management. Our market-leading NIOX® products are used in clinicalsettings by physicians around the world to improve asthma diagnosis and management and by leading research organisations conducting clinical studies on behalf of pharmaceutical companies. At present, NIOX provides products and services in around 50 countries. For more information please visit www.NIOX.com.

In order to support these activities we are currently seeking an Account Manager.

Key Responsibilities of Role:

The Account Manager is responsible for supporting the achievement of annual sales objectives through exceptional customer service, account management, revenue-retention, and revenue-growth selling activities. This role serves as a key point of contact for existing customers while also focusing on developing key accounts and building relationships to increase product implementation and utilization in determined business growth opportunities.

The Account Manager will be responsible for managing customer renewals while identifying and closing opportunities to grow existing accounts in alignment with the company's sales goals and business objectives. This role will work closely with sales leadership, clinical sales representatives, and operations, as needed, to deliver an excellent customer experience and ensure appropriate account coverage across the Americas.

Working collaboratively with internal clinical sales representatives, external sales partners, Operations, Finance, and other internal stakeholders, the Account Manager supports customer retention, account growth, order management, and customer education. The position plays a critical role in driving customer satisfaction, increasing product utilization, and contributing to overall business growth.

Specific / Other responsibilities will include:

• Manage a portfolio of assigned customer accounts, serving as the primary point of contact throughout the customer lifecycle.
• Drive customer retention by proactively managing the renewal process and ensuring timely contract execution.
• Proactively engage customers regarding expiring products, replacement needs, and opportunities to expand product utilization.
• Build and maintain strong relationships with key customer stakeholders to understand business needs and deliver value.
• Conduct regular account reviews to assess customer satisfaction, product adoption, and future growth opportunities.
• Collaborate with field sales representatives and leadership to develop and execute account strategies.
• Prepare quotations, provide product and technical information, and support customers in selecting and utilizing company products.
• Maintain accurate customer records, sales activities, and opportunity pipelines within the CRM system.
• Coordinate with internal teams, including Customer Success, Operations, Finance, and Technical Support, to ensure a seamless customer experience.
• Partner closely with the Customer Service Administrator to ensure customer orders, renewals, and related documentation are processed accurately and in a timely manner.
• Maintain expert knowledge of NIOX products to deliver product demonstrations and educate customers to drive account retention and growth.
• Recommend and implement process improvements that enhance customer experience, operational efficiency, and sales effectiveness.
• Ensure customer satisfaction and loyalty while adhering to SOPs and company policies.
• Resolve customer issues and elevate concerns as appropriate to ensure timely resolution.
• Meet or exceed assigned renewal, retention, and revenue growth objectives.
• Monitor account health and proactively engage customers to minimize churn risk.
• Stay informed on company products, industry trends, and competitive offerings to effectively support customer needs.
• Ensure customer satisfaction and loyalty while adhering to SOPs and company policies.
• Role model customer focus and best practice account management.
• Strictly adhere to NIOX Code of Conduct guidelines, values, travel & entertainment policies.
• Support and ensure compliance with subsidiary QA guidelines for the United States and FDA.
• Additional responsibilities as assigned.

Qualifications and/or experience required to perform the role:

• High school diploma required
• Bachelor's degree in communications, business, or related field
• At least 2+ years of work experience in account management or sales required
• Passionate about providing exceptional customer experience with a proven ability to up-sell and generate revenue for the business
• Professional phone presence & listening skills.
• Robust customer service skills and the ability to deal with conflict and solve problems professionally
• Strong customer relationship management, upselling and closing skills.
• Ability to self-motivate and work independently while working in a team environment.
• Ability to build and maintain relationships with customers.
• Strong teamwork ethic, willing to expand job functions to other areas when needed.
• Comfortable in a fast-paced environment welcoming change and growth.
• Capacity to process a high volume of transactions with proficiency, accuracy, and integrity.
• Excellent problem-solving skills; manage escalations and resolve problems in a timely manner.
• Adaptable technical skills; quickly learn new software, systems, processes, and products.
• Proficient organizational skills; multi-task / prioritize multiple customer demand simultaneously.
• Excellent interpersonal skills demonstrated through written and verbal communication.
• Must be proficient with MS Office and CRM (Outlook, Word, Excel, and Salesforce).
• Previous experience with SAP Business One a plus, but not required

Office Location

This position is based in Morrisville, NC, situated near the Research Triangle Park (RTP) and close to the RDU Airport. Our Morrisville office is a fully functioning division of the NIOX Group, PLC which is easily accessible from the surrounding areas. Our office also provides access to the great amenities in the Raleigh/Durham/Chapel Hill that the area has to offer and is a part of what has made it a Top 10 location to work in the US.

Culture

NIOX is proud to be an inclusive employer that supports our employees to realize and achieve their full potential. We are a diverse organization that champions a healthy work life balance.

As a truly global organization, international collaboration between colleagues in different countries is encouraged and supported. The Morrisville office works in a cohesive and collaborative manner, providing excellent opportunities for networking with colleagues.

We live and breathe our passion, recognition, integrity, drive, and effectiveness (PRIDE) values and ensure that we are working towards a common goal and this is to improve the quality of life of millions of people suffering from asthma. Each of these values help us to achieve excellent things, individually and together.

We value each individuals contribution and recognize the difference they make to the lives of asthma sufferers every day by supporting us in working towards our goal.