[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. MasterControl provides cloud-based quality and compliance software for life sciences and other regulated industries. The Account Manager (Small-Tier Specialist) manages and grows a large portfolio of small-tier customer accounts, using scalable and automated account management practices to drive expansion, adoption, retention, and customer success.

Responsibilities

• Manage and maintain a large portfolio of small-tier, high-volume accounts (200+ accounts)
• Develop scalable account management processes and workflows to efficiently serve a significantly larger book of business
• Identify and nurture accounts with growth and expansion potential within your assigned book
• Create and execute automated outreach strategies (campaigns, email sequences, digital communications) to maintain customer engagement at scale
• Maintain accurate and detailed customer account data in contact management software
• Develop growth strategies for cohorts of accounts and individual high-potential opportunities
• Create, maintain, forecast, and report on pipeline opportunities using contact management software
• Troubleshoot customer issues and coordinate resolution with appropriate MasterControl departments
• Collaborate with peers and AEs to identify best practices for managing high-volume portfolios
• Participate in campaigns, sales initiatives, and marketing programs as directed by sales management
• Manage account prioritization based on growth potential, expansion signals, and retention risk

Skills

• Thrive on volume and scalability. You're energized by managing many relationships simultaneously rather than depth with a few accounts. You're comfortable with less frequent individual touchpoints per account but more overall customer interactions
• Love systems and workflows. You're naturally inclined to build, document, and optimize processes. You see inefficiencies and instinctively create solutions that work better and faster
• Are comfortable with automation. You understand how to leverage tools, templates, email sequences, and campaigns to stay connected with customers without requiring a personal call or visit every time
• Prefer high activity over intense relationship focus. You excel with multiple conversations every day with different people, similar to an SDR or BDR model but at the account management level
• You get satisfaction from breadth rather than depth
• Have a growth mindset about your book. You see opportunity in accounts that others might dismiss as "too small." You know that small accounts grow, and you're motivated by the challenge of scaling your portfolio
• Are detail-oriented and data-driven. You maintain meticulous records, follow up consistently, and use data to make decisions about where to focus your efforts
• Adapt well to different types of customers. With a diverse portfolio of accounts, you'll encounter varying needs, industries, and communication styles. You're flexible and can adjust your approach
• Software sales and/or marketing experience is required
• Excellent written communication skills are required (you'll rely heavily on email, campaigns, and templated communications)
• Proficiency with workflow design and process documentation is required
• Ability to understand, implement, create, and communicate standard operating procedures is required
• Proficiency using MS Office (Word, Excel, PowerPoint), computer systems, and communication tools is required
• Ability to work independently and self-manage across a large portfolio is required
• Applicants must be currently authorized to work in the United States on a full-time basis
• Experience with Salesforce or similar CRM platforms is preferred (essential for managing high-volume account data)
• Experience managing high-volume customer bases or portfolios is preferred
• Experience with marketing automation tools or campaign management platforms is preferred
• Knowledge of the Life Sciences, Medical Devices, and Manufacturing industries is preferred
• Track record of thriving in fast-paced, high-activity environments is preferred

Benefits

• Medical coverage
• 401(k) plan with company match
• PTO packages that increase with tenure
• Schedule flexibility
• Company parties and employee recognition programs
• Dental and vision plans
• Employer-paid life insurance policy
• Hybrid or remote work arrangements

Company Overview