Instrument Services Account Manager

Instrument Service Account Manager

Lighthouse Lab Services is currently looking for an Instrument Service Account Manager to join their growing team. The Instrument Service Account Manager (AM) serves as the primary client expert for contracted instrument service clients, including toxicology diagnostics testing laboratories, Clinical Research Organizations (CROs), and pharmaceutical organizations. The AM is accountable for managing and strengthening client relationships, ensuring contract alignment and service satisfaction, and driving client retention and growth.

This role partners across Lighthouse departments to resolve client issues, drive service agreement renewals, identify upselling opportunities, and collaborate with Dispatch and Instrument Services leadership to improve service delivery, communication, and client retention. The AM also supports Account Management leadership through internal training, operational oversight, audits, and special projects.

The AM maintains accurate client documentation and reporting while delivering a high level of professional service in alignment with departmental objectives, company policies, and business priorities.

The Role You'll Play :

• Develop and maintain positive working relationships with assigned client base and internal LLS teams to maximize client satisfaction and retention.
• Provide excellent client interaction while managing and maintaining positive, professional relationships.
• Serve as a resource to clients regarding service agreements, including contract terms, inclusions, exclusions, and service expectations.
• Oversee and finalize service agreement contract renewals for assigned service agreement clients.
• Proactively facilitate client outreach, including but not limited to check-in calls, meetings, emails, and texts.
• Communicate, collaborate, and facilitate next steps in a timely manner with internal teams to mitigate client issues for all assigned clients.
• Partner closely with Director of Account Management, Dispatch, and the Instrument Services Senior Director to improve internal communication processes, service delivery, and overall client experience, with a focus on retention.
• Demonstrate sound judgment, with guidance from the Account Management Director as needed, to resolve or escalate issues in a timely manner.
• Identify upselling opportunities and retain customers to drive additional revenue.
• Work cross-functionally to provide key customer feedback and process improvement recommendations.
• Ask questions, probe, and / or challenge clients and internal teams to ensure ultimate client and operational needs are met.
• Remain available and flexible throughout the day to address ongoing client questions and needs.
• Respond to a high volume of intakes and emails regarding client concerns and service needs.
• Notify client principal of down instrument the same day.
• Acknowledge and / or respond to all client and management inquiries by end of day (EOD).
• Maintain daily documentation of client interactions via client logs, files, tasks, meeting notes, and CRM.
• Monitor audits and follow up with management on areas for improvement and / or areas of success.
• Provide internal onboarding and ongoing training support for new and existing Account Management and Instrument Services staff, including documentation of competencies and required sign-offs.
• Coordinate and deliver internal training, refreshers, and process updates as requested.
• Reconcile data from multiple sources to continually drive value for customer satisfaction and retention.
• Monthly audit of new account setup, including SharePoint, Account Folders, NetSuite, and Compass.
• Complete weekly and monthly reports as directed.
• Update LIS for lab clients with users, locations, profiles, ICD codes, and medications.
• Provide backup support when peers or supervisor are out of office or unavailable.
• Execute special projects and additional duties as assigned by the Account Management Director.
• Consistently demonstrate LLS' core values daily.

Preferred Location : This position can be a remote opportunity, or hybrid at one of our offices located in Charlotte, NC or Carrollton, TX. Candidates located near our offices will be preferred.

What We're Looking For :

Salary and Benefits :

It is the policy of Lighthouse Lab Services to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. Lighthouse Lab Services is committed to working and providing reasonable accommodation to individuals of all abilities, including persons with disabilities. If at any time during the application process, you need an accommodation, please contact hrsupport@lighthouselabservices.com for assistance.