Account Manager

Our Account Managers serve as the primary relationship owners and first points of contact for an assigned portfolio of clients. They are responsible for delivering a consistent, proactive, and high-quality client experience while serving as the face of Lighthouse Lab Services (LLS) for key clients.

This role may include periodic onsite visits, delivering client presentations, preparing formal reports, and providing day-to-day client support. Account Managers also serve as the primary client-facing coordinators for significant issues, concerns, and escalations, ensuring clear ownership, timelines, communication, and follow-up while engaging the appropriate internal subject matter experts.

• Serve as the primary relationship owner and trusted point of contact for an assigned portfolio of clients.
• Build strong relationships with key client stakeholders and develop a deep understanding of their business, operations, and service needs.
• Serve as the primary client-facing coordinator for significant issues, concerns, and escalations, establishing clear ownership, timelines, and follow-up while engaging the appropriate internal subject matter experts.
• Proactively manage client satisfaction and retention by identifying risks, addressing concerns, and coordinating solutions with internal teams.
• Lead client communications during issues or escalations and ensure concerns are resolved effectively.
• Conduct regular client check-ins, business reviews, and occasional onsite visits.
• Identify opportunities to grow existing client relationships through cross-selling and upselling additional Lighthouse Lab Services solutions and services.
• Partner with Sales, Operations, and leadership to support account renewals, expansions, and new service opportunities.
• Maintain accurate client information, account activity, and key business details in company systems.

• Bachelor’s degree preferred, or equivalent professional experience.
• At least 2 years of experience in account management, customer success, healthcare, laboratory services, healthcare consulting, or another client-facing environment preferred.
• Strong written, verbal, and presentation skills with the ability to build trusted relationships with stakeholders at all levels.
• A client-focused mindset with strong attention to detail and a proactive approach to problem-solving and conflict resolution.
• Confidence to ask questions, identify underlying needs, and constructively challenge clients and internal teams when appropriate.
• Ability to manage multiple priorities and projects while maintaining professionalism and composure.
• Strong analytical and critical-thinking skills with the ability to synthesize information and make recommendations that support client satisfaction, retention, and growth.
• Strong organizational skills and sound judgment, with the ability to balance client advocacy with company objectives.

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 regarding 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 accommodation, please contact hrsupport@lighthouselabservices.com for assistance.