Come join our family! If you are interested in truly making a difference in a collaborative and rewarding work setting with a culture of respect, accountability, appreciation, and loyalty, Microbac might be the right place for you!
We offer a positive working environment with engaged and supportive leadership teams along with competitive pay and benefits including medical, dental, vision, life insurance, disability, generous paid time off including vacation, holidays and flextime, a wellness program, referral bonus, tuition reimbursement and more!
ABOUT MICROBAC
Microbac Laboratories, Inc. is a premier commercial laboratory testing firm that partners with clients nationwide, offering laboratory solutions to life science, food and nutrition, and environmental industries and serves our clients with the utmost expertise and respect for their market requirements, constraints, and challenges. We embody a company-wide commitment to exceptional customer experience, which has been refined by over 50 years of trusted, analytical and measurement experience.
As a privately held third-party testing company, Microbac operates with a commitment to our workforce, safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and nutrition and life science markets.
JOB SUMMARY
The Director of Strategic Accounts is responsible for the overall relationship, retention, satisfaction, and growth of the company’s most strategic and high-value customers. Serving as the primary corporate relationship owner for assigned accounts, this role ensures customers receive consistent, high-quality experience across the organization and that their business needs are effectively coordinated across laboratory operations, sales, customer service, quality, finance, and other supporting functions.
The Director of Strategic Accounts acts as the voice of the customer internally and the face of the organization externally, developing deep customer relationships, proactively identifying risks and opportunities, resolving complex issues, and ensuring the company delivers on its commitments.
KEY RESPONSIBILITIES & ACCOUNTABILITIES:
Key Responsibilities
Strategic Account Management
- Serve as the primary corporate relationship owner for assigned strategic, national, and high-value customer accounts.
- Develop a comprehensive understanding of each customer's business, testing programs, organizational structure, priorities, and long-term objectives.
- Establish relationships with key customer stakeholders at multiple levels, including operational and executive leadership.
- Develop and maintain strategic account plans outlining customer priorities, risks, opportunities, service expectations, and growth objectives.
- Conduct regular business reviews with strategic customers to evaluate performance, discuss upcoming needs, and strengthen the overall partnership.
- Maintain consistent communication with customers beyond individual projects, locations, or laboratory interactions.
Customer Retention & Experience
- Own customer retention and relationship health for the strategic account portfolio.
- Proactively identify customer dissatisfaction, service risks, competitive threats, and potential account attrition.
- Coordinate internal resources to address customer concerns before they become significant relationship issues.
- Serve as the senior escalation point for strategic customer concerns requiring cross-functional or multi-location resolution.
- Ensure corrective actions and customer commitments are clearly communicated, assigned, tracked, and completed.
- Identify recurring customer pain points and work with internal leadership to address systemic issues.
Cross-Functional Coordination
- Coordinate across laboratory operations, Customer Service, Sales, Quality, Finance, IT, Logistics, and other departments to ensure strategic customer requirements are understood and consistently executed.
- Ensure customers with work across multiple laboratories receive a coordinated and consistent experience.
- Facilitate internal strategic account meetings to review performance, upcoming customer needs, open issues, and growth opportunities.
- Establish clear accountability for customer commitments across departments and locations.
- Partner with operational leadership to align capacity, turnaround time, service expectations, and customer priorities.
Account Growth & Commercial Partnership
- Partner closely with Sales and Business Development to identify opportunities to expand existing strategic relationships.
- Identify additional services, testing capabilities, locations, or solutions that provide value to the customer.
- Support contract renewals, RFPs, pricing discussions, and strategic proposals as appropriate.
- Provide customer intelligence to Sales and executive leadership regarding competitive activity, emerging needs, market changes, and potential opportunities.
- Maintain clear distinction between relationship ownership/customer success and new-business sales responsibility, while ensuring both functions operate collaboratively.
Performance Management & Reporting
- Establish and monitor key performance indicators for strategic accounts, including customer retention, revenue trends, service performance, turnaround time, complaints, escalations, and customer satisfaction.
- Develop strategic account scorecards and dashboards to identify trends and areas requiring attention.
- Provide executive leadership with regular updates regarding account health, significant risks, opportunities, and required organizational actions.
- Monitor customer commitments and ensure appropriate follow-through throughout the organization.
- Use customer and operational data to identify opportunities to improve service delivery and strengthen customer relationships.
Leadership Expectations
The Director of Strategic Accounts is expected to operate as a corporate leader, influencing outcomes across departments and locations without relying solely on direct reporting authority.
The successful individual will:
- Create alignment between customer expectations and operational execution.
- Hold internal stakeholders accountable for strategic customer commitments.
- Communicate effectively with laboratory leadership and corporate executives.
- Navigate complex customer situations with professionalism and sound judgment.
- Balance customer advocacy with operational, financial, quality, and regulatory considerations.
- Drive a consistent, enterprise-wide approach to strategic account management.
Qualifications
- Bachelor’s degree in business, Science, Environmental Science, Chemistry, or related field preferred.
- 7+ years of experience in strategic account management, customer success, commercial leadership, laboratory services, environmental services, or a related B2B industry.
- Experience managing large, complex, national, or multi-location customer relationships strongly preferred.
- Demonstrated ability to manage executive-level customer relationships.
- Strong understanding of customer retention, account management, and service delivery.
- Ability to lead cross-functional initiatives and influence individuals outside of direct reporting relationships.
- Strong analytical, organizational, communication, and problem-solving skills.
- Experience working within laboratory testing, environmental services, scientific services, or another technical service organization preferred.
- Ability to travel as required to customer and company locations.
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS
The physical demands and working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools; talk or hear. The employee is occasionally required to stand, walk, and sit.
- The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include color vision and depth perception.
Working Conditions:
- While performing the duties of this job, the employee will be in a general office environment.
- The noise level in the work environment is usually moderate.
- This job will require 50% of travel time.
As a privately held third-party testing company, Microbac operates with a commitment to safety, quality, and compliance. Our diverse work portfolio includes broad accreditation offerings and tested insights across the environmental, food and life science markets.
OTHER:
This job description is not an exhaustive list of all duties an employee may be required to perform. Microbac reserves the right to revise the job description at any time.
Employment is at-will. Microbac, promotes a drug-free, alcohol-free workplace. Applicants considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.
Microbac is an Equal Opportunity Employer – We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. All qualified applicants will receive consideration for employment.
