Account Manager

Position Summary

STARLIMS is hiring an Account Manager to join our growing Account Management team. You will serve as the primary point of contact for a portfolio of named customer accounts, owning the commercial relationship end to end and acting as the representative of STARLIMS to the customer.

This is a full-lifecycle account management seat. You are accountable for customer retention, contract renewals, account profitability, and customer satisfaction, and for identifying and closing new business within your book. Success in this role depends on becoming a trusted partner to your customers, developing a deep understanding of their business and their people, and translating that understanding into durable, long-term commitments.

What You'll Own (Jobs to Be Done)

Account Ownership & Retention:

• Operate as the primary commercial contact for your named accounts, owning the health of each relationship and the customer's overall experience with STARLIMS.
• Secure retention and negotiate long-term contracts and renewals that create lasting commitments on both sides.
• Monitor and maintain customer satisfaction through direct, regular contact, and act early on signals of risk.
• Improve the economic profitability of your portfolio and build customer loyalty over the life of the relationship.

Account Planning & Customer Understanding:

• Investigate and understand each customer's business environment, including their goals, objectives, and strategies.
• Establish and maintain a deep understanding of customer and stakeholder needs, and of the decision makers and influencers across each account.
• Develop strategic account plans that map the path to closing deals and achieving sales goals.
• Analyze the impact of market trends and external factors on your customers, and adjust your approach accordingly.

Commercial Execution:

• Identify additional business opportunities within your accounts and maintain a strong, well-qualified sales funnel.
• Drive profitable revenue and close opportunities within your targeted named accounts, including high-risk renewals and new business.
• Design and deliver solutions tailored to each customer that result in improved outcomes for their organization.
• Respond to RFIs and RFPs in a professional and timely manner.
• Own your pipeline and forecast end to end, with accurate, disciplined CRM hygiene.

Cross-Functional Collaboration:

• Work closely with sales specialists to deliver excellent product presentations and technical demonstrations.
• Partner with Customer Success to stay current on account health, usage trends, and satisfaction.
• Loop in Finance and Deal Desk on pricing, packaging, and contract structuring.
• Feed account-level insights and market feedback back to your Director to inform team playbooks and territory strategy.

What You Bring (Requirements)

Required:

• Account management experience in a software selling context, with a track record of owning named accounts and carrying a number.
• ERP, SaaS, or CRM selling experience.
• Demonstrated ability to retain and grow revenue within an existing customer base, including negotiating renewals and long-term contracts.
• Strong commercial instincts and sales process discipline, able to run a structured sales process, build a business case, negotiate, and close.
• Excellent communication skills across technical and business audiences, able to speak credibly to both a lab director and an IT or procurement stakeholder in the same deal cycle.
• Ability to build multi-threaded relationships and preserve them over time, using those relationships to protect base business and win new work.
• Proficiency with CRM tools (e.g., Salesforce) and rigor around pipeline, forecasting, and account documentation.
• High level of integrity and follow-through, presenting information completely and accurately to internal and external audiences alike.
• Bachelor's degree in a science, IT, or business subject.

Preferred:

• Experience selling into life sciences, diagnostics, manufacturing, or public health lab environments.
• Experience with LIMS, ELN, SDMS, QMS, or other regulatory or scientific informatics software.
• Laboratory or science-based industry background.
• Experience navigating a perpetual-to-subscription or on-prem-to-cloud commercial transition with customers.

What Success Looks Like in Year One

• Your portfolio retains its revenue base, with renewals closed on time and no avoidable churn.
• You have a current, actively maintained account plan for every account in your book.
• Customer satisfaction in your portfolio is measurably strong, backed by regular direct contact rather than reactive check-ins.
• You have closed new business within your existing accounts that required navigating both technical and commercial stakeholders.
• Your Manager and sales partners see you as the reliable owner of your accounts, bringing well-qualified opportunities and accurate forecasts.