Key Accounts Manager

Essential Functions

• Serve as the primary point of contact for assigned corporate accounts and high-value end-user clients.
• Support broader adoption of genomic products and solutions within assigned accounts to help achieve business growth and financial objectives.
• Provide high-quality customer support focused on implementation of genomic tools, operational efficiency, project execution, and timely issue resolution.
• Develop a strong understanding of customer business models, operational needs, and priorities to provide effective account support.
• Manage the generation, delivery, and explanation of genomic results for assigned customers.
• Ensure genomic reports and results are delivered accurately, on schedule, and in a format that supports customer decision-making.
• Maintain accurate customer documentation and develop or monitor key performance metrics related to operational effectiveness and customer outcomes.
• Work closely with Sales teams to identify customer needs, coordinate account activities, and support implementation plans.
• Partner with Sales, Customer Support, IT, Lab Operations, Marketing, and other internal teams to support key account strategies and customer initiatives.
• Identify opportunities to improve internal processes, operating efficiencies, and the overall customer experience.
• Lead or participate in cross-functional projects designed to improve customer service, workflow, reporting, and account support.
• Research and assist with customer inquiries and escalated issues as requested by the Customer Support Supervisor.
• Participate in customer service training, team meetings, planning activities, and other department initiatives.
• Support marketing initiatives related to genomic products, including development and improvement of customer training materials, product literature, and communication tools.
• Gather customer feedback through surveys, direct conversations, and market research to support product positioning and communication strategies.
• Collaborate with Marketing to ensure customer-facing communications are accurate, timely, and aligned with customer needs.
• Support the development of specialty and integrated protein accounts identified as organizational Key Accounts.
• Travel to customer locations as needed to establish protocols, support implementation, resolve issues, and strengthen customer relationships.
• Perform other duties as assigned.

Basic Qualifications

• Bachelor’s degree in Agriculture, Animal Science, Biology, Zoology, Biochemistry, Chemistry, Genetics, or a related life sciences discipline.
• Experience in customer service, account support, customer communications, training, or a related customer-facing function.
• Experience developing customer-facing communications, training materials, reports, or related documentation.
• Demonstrated problem-solving skills and the ability to analyze information from multiple sources.
• Strong written and verbal communication skills.
• Ability to communicate effectively with customers, internal stakeholders, and leadership.
• Ability to manage multiple priorities, projects, and customer needs simultaneously.
• Ability to read, analyze, and interpret technical information, professional journals, and related materials.
• Proficiency with Microsoft Excel, Word, and PowerPoint.
• Experience using CRM systems or other customer management applications.
• Ability to travel up to 30%.

Preferred Qualifications

• Master’s degree or specialized coursework in animal science, genetics, animal production, agriculture, business, or a related field.
• Experience in cattle genetics, animal genomics, beef, dairy, animal production, or a related agricultural industry.
• Experience managing corporate, strategic, or high-value customer accounts.
• Experience working with genomic data, testing programs, or genomic reporting.
• Experience with project management tools and methodologies.
• Experience using Adobe Acrobat and browser-based business applications.
• Experience collaborating across Sales, Marketing, Customer Support, Operations, IT, or laboratory teams.
• Experience supporting implementation of new products, programs, or customer processes.
• Experience developing dashboards, metrics, reports, or other tools used to monitor customer or operational performance.

Knowledge, Skills, and Abilities

• Strong customer relationship management skills
• Strong organizational and project management capabilities
• Ability to translate technical information into clear, customer-friendly communication
• Ability to work independently while collaborating effectively across teams
• Strong attention to detail and commitment to accuracy
• Ability to identify customer needs and recommend appropriate solutions
• Ability to build credibility and maintain effective relationships with internal and external stakeholders
• Strong analytical and problem-solving skills
• Ability to adapt communication style based on audience and business need