Account Manager

About the role

The Account Manager is responsible for the retention and growth of designated customer accounts. This is accomplished by acting as the primary point of contact for these customers, ensuring that deliverables align with commitments, and identifying and contracting additional services. This role monitors customer activity, interacts with clients to resolve issues, and provides insights on the best usage of their ITAD program. AM’s work with the tools and data at their disposal to serve as the link between the customer and DMD resulting in improvements to both the client’s ITAD program and services DMD delivers. AM’s are expected to work during regular business hours that meet the needs of the clients they are working with.

What you'll do

• Customer Retention & Relationship Management: Serve as the primary point of contact for assigned accounts, ensuring customer satisfaction, retention, and loyalty through proactive communication, issue resolution, and quality assurance of deliverables.
• Strategic Planning & Business Development: Develop and implement tailored strategies to retain and expand accounts, identify new service opportunities, and present solutions that align with customer objectives.
• Account Growth & Revenue Management: Drive account growth by identifying expansion opportunities, tracking revenue, managing sales pipelines, and optimizing account profitability through analysis of key performance indicators.
• Business Reviews & Performance Reporting: Conduct regular business reviews (ABR/QBR), deliver actionable insights and performance metrics, and prepare detailed reports that demonstrate the value of ITAD services.
• Cross-Functional Collaboration: Work closely with sales, operations, logistics, technical, and marketing teams to ensure successful delivery of solutions and support strategic initiatives.
• Market Intelligence & Continuous Improvement: Stay informed about industry trends and competitors, contribute to process improvements, and foster innovation to enhance customer experience and operational efficiency.
• Key Performance Indicators (KPIs): Achieve targets for customer retention, revenue growth, upsell/cross-sell conversions, timely and high-quality reporting, issue resolution efficiency, and service/process innovation.
• Technology Tools: Comfortable adopting emerging AI tools (such as Microsoft Copilot) to automate routine work, synthesize information, create presentations, and improve decision-making.

Qualifications

• Minimum of 2 years’ experience in Account Management or a Client Success Role.
• CRM, ERP, and Microsoft Office Suite competence required.
• ITAD, Reverse Logistics, or Forward Logistics business experience preferred.
• Experience, education, or interest in Sustainability, Environmental Science, or Recycling preferred.
• Bachelor's degree in business administration preferred or equivalent combination of education and experience.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at a time.
• Reasonable accommodations will be made, enabling individuals with disabilities to perform essential functions.