Account Manager

1. Job Identification
Job title
Account Manager
Department
Environmental Chemistry
Reports to
Customer Services Manager
Location
Etwall House,Bretby, SOCOTEC
Contract type
Permanent, full-time
2. Job Purpose
The Account Manager is responsible for managing and growing a portfolio of assigned client accounts within the Environmental Chemistry Department. The role combines commercial account development with operational coordination, ensuring that clients receive a consistent, professional and reliable service across all stages of the laboratory testing process — from sample bottle scheduling to reporting — while acting as the main point of contact for the client relationship.
3. Key Responsibilities
Account management and development
Maintain and grow an assigned portfolio of client accounts within the Environmental Chemistry Department.
Identify opportunities to develop existing accounts, including upselling and cross-selling additional testing services.
Build long-term, trusted relationships with key client contacts to support account retention and growth.
Monitor account performance against commercial targets and report on progress regularly.
Client relationship management
Act as the primary point of contact for assigned accounts, owning all aspects of the client relationship.
Respond promptly and professionally to client queries, requests and concerns.
Manage client expectations and ensure a consistently high level of service and satisfaction.
Proactively communicate with clients on project status, results and any issues affecting their service.
Reporting
Produce accurate and timely reports on account activity, sample volumes and commercial performance.
Compile client-facing reports as required, ensuring data accuracy and compliance with SOCOTEC standards.
Provide regular updates to management on account status, risks and opportunities.
Sample logistics coordination
Schedule and coordinate the delivery of sample bottles to clients in line with agreed testing programmes.
Liaise with logistics and laboratory teams to ensure sample bottle deliveries are timely and accurately specified.
Anticipate client sampling needs and plan deliveries proactively to avoid service disruption.
Cross-department coordination
Liaise with other SOCOTEC departments (laboratory, logistics, technical, finance) to ensure a stable and professional service for assigned accounts.
Escalate and resolve operational issues affecting client accounts, working with internal teams to find timely solutions.
Act as a link between clients and internal teams to ensure requirements are clearly understood and delivered.
Skills and Experience
Proven experience in account management, client relationship management or a similar commercial/customer-facing role.
Experience in environmental, laboratory, or scientific/technical services is an advantage.
Strong organisational skills, with the ability to manage multiple accounts and priorities simultaneously.
Excellent written and verbal communication skills.
Strong reporting and administrative skills, with attention to detail and data accuracy.
Ability to work collaboratively across departments and build effective internal relationships.
Good working knowledge of MS Office (Excel, Word, Outlook); experience with CRM or laboratory information management systems (LIMS) is a plus.
Customer-focused, proactive and solutions-oriented approach.
Key Competencies
Relationship building • commercial awareness • organisation and planning • clear communication • cross-functional collaboration • reliability under pressure

Employment type
Full-time

Work arrangement
No