Job Description

At Labstat our strength is our people. For over 45 years we are the premier CRO\'s in the Kitchener-Waterloo region. Today Labstat International is a member of the Certified group of companies and we are recognized as an international \xe2\x80\x9cCenter of Excellence\xe2\x80\x9d. We are the world\'s largest independent testing laboratory specializing in analytical chemistry, in vitro toxicology and microbiology for the nicotine and cannabis industries. We are an accredited laboratory having both ISO accreditation and GLP recognition by SCC. As a result of our continuing growth, Labstat has the following employment opportunity available: Account Manager We currently, we have an opening for an Account Manager in our Client Services division. To provide \xe2\x80\x9cBest-in-Class\xe2\x80\x9d client service in support of Business Development by establishing a trusted partner relationship to maintain and grow revenue with existing clients and uncover growth opportunities with new clients. In a project-based environment, the Account Manager has a consultative role and will be responsible for facilitating project initiation by relaying project requirements and timelines internally, preparing quotes, overseeing day-to-day project-related communications internally and externally to ensure production-related issues are resolved and on-time delivery is managed. As most clients place multiple projects throughout the year and communication is frequent, the Account Manager must be able to uncover new opportunities in support of the business development cycle. The Account Manager will also be tasked with supporting Business Development by engaging with new clients to introduce the Company\'s services as the gold-standard market leader. Primary responsibilities of the job:

• Client Service and Account Management
  • Respond to client-initiated queries, both new and current, via telephone and email
  • Operating as lead point of contact for any and all matters specific to the client resulting in a strong, long lasting customer relationship and partnership
  • Address and manage existing client base to determine upselling opportunities
  • Liaise with internal departments to answer customer queries or facilitate connection between internal technical resources and client to answer specific project questions
  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives
  • Support internal departments to resolve or follow up on outstanding customer-related issues;
  • Price quotation/generation/sales lead follow-up as directed
  • Review critical reporting mechanisms to ensure projects and clients concerns are handled effectively
  • Facilitate weekly meeting with clients to update on status, forecasted work and outstanding items
  • Manage and document all aspects of the customer journey from beginning to end (inclusive of invoicing, shipments, etc\xe2\x80\xa6)
  • Regular communication with internal project managers and leaders throughout the organization
  • Completing all necessary updates within the system and external tracking mechanisms

• Build and cultivate prospect and client relationships by initiating communications and conducting follow-up communications to move opportunities through the sales funnel
• Clearly communicate the progress of initiatives to internal and external stakeholders on a daily/weekly/monthly basis, as required
• Create and facilitate journey maps to proactively address client needs and provide necessary industry guidance to achieve their goals
• Proactively participate in generating sales growth opportunities to ensure the client is aware of all necessary portfolio options
• The employee shall implement the Laboratory Quality Policy and perform their duties in accordance to existing project specific requirements, current Test Methods, study plans and Standard Operating Procedures (SOP).

• Compliance to Health & Safety policies and procedures and wear required Personal Protective equipment at all times.
• Other duties as assigned

• Post-secondary education in Business Administration, Chemistry, or related fields.
  • Focus on Project Management, Business Development, Sales, and/or Marketing disciplines would be advantageous
  • Technical or internal experience an asset

• Training from an educational institute for computers, including Word and Excel preferred or equivalent.
• Minimum 3 years previous experience in an office environment, preferably in B2B account management in a project-based business or internal (technical) experience
• Minimum 3 years previous experience in Customer Service as determined by Human Resources (preferred)

• Competitive wages
• Benefits
• RRSP Matching
• TFSA\'s
• Training Programs
• Social events