Account Manager

Summary

The Account Manager (Small-Tier Specialist) is responsible for managing and growing a large portfolio of small-tier, high-volume customer accounts through efficient, scalable account management practices. This is a sales position focused on maximizing value and retention across a significantly larger book of business than traditional account management roles-typically 2-3 times the account volume of standard AMs.

Rather than intensive one-on-one relationship building with a small number of accounts, this role emphasizes automated and thoughtful account management strategies to maintain and grow a large customer base.

The AM identifies opportunities for product expansion, manages account health through a mix of scalable outreach methods, and develops processes that allow you to effectively serve hundreds of accounts while maintaining quality service delivery.

You will work closely with Regional Account Executives, Sales Associates, and peers to identify accounts with growth potential, coordinate with MasterControl departments on customer needs, and implement campaigns and programs that drive adoption and retention across your book.

The focus is on finding smart, repeatable ways to manage multiple customer touchpoints, leverage automation where possible, and prioritize your time to maximize business growth 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

This role is an excellent fit if you

• 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.

Preferred Skills

• 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 are required
• 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
• Ability to work independently and self-manage across a large portfolio is required
• Track record of thriving in fast-paced, high-activity environments is preferred

Benefits

Here are some of the benefits Mastercontrol employees enjoy:

• Competitive compensation
• Medical
• 401(k) plan with company match
• PTO packages that increase with tenure
• Schedule flexibility
• Company parties and employee recognition programs
• Dental/vision plans
• Employer-paid life insurance policy
• Much, much more!

• Applicants must be currently authorized to work in the United States on a full-time basis.
• Equal Opportunity Employer, including disability and protected veteran status