Account Manager at Certified Laboratories Inc – Kitchener, Ontario

The Account Manager provides best-in-class client service in support of Business Development by building trusted partner relationships that maintain and grow revenue with existing clients while identifying and developing new business opportunities.

In a project-based environment, the Account Manager plays a consultative role, supporting project initiation by communicating client requirements and timelines internally, preparing quotes, and managing day-to-day project communications across internal teams and external clients. The role ensures issues are resolved efficiently and that projects are delivered on time.

Because clients frequently initiate multiple projects throughout the year, the Account Manager is also responsible for identifying upselling opportunities and supporting the broader business development cycle.

The role additionally supports Business Development efforts by engaging prospective clients and positioning the Company’s services as a market-leading, gold-standard solution provider.

• Respond to client inquiries (new and existing) via phone and email
• Serve as the primary point of contact for assigned clients, building strong long-term relationships
• Identify upselling and growth opportunities within existing accounts
• Liaise with internal departments to resolve client inquiries and connect clients with technical resources as needed
• Ensure timely and successful delivery of services in alignment with client needs and objectives
• Support internal teams in resolving customer-related issues and follow-ups
• Prepare and follow up on pricing quotes and sales leads as directed
• Monitor reporting tools and ensure client and project issues are addressed effectively
• Conduct weekly client meetings to review status updates, forecasts, and outstanding items
• Manage and document all aspects of the customer journey (including invoicing, shipments, and project tracking)
• Maintain regular communication with internal project managers and cross-functional teams
• Update internal systems and external tracking tools accurately and consistently
• Build and nurture client and prospect relationships through proactive communication and follow-ups
• Clearly communicate project and initiative progress to stakeholders on a daily, weekly, or monthly basis as required
• Develop client journey maps to anticipate needs and provide strategic guidance
• Proactively identify and drive revenue growth opportunities across the client portfolio

• Enter and maintain data in forecasting and planning systems
• Collect and compile revenue and sales data to support budgeting and reporting
• Perform basic sales analysis and reporting
• Gather and communicate market intelligence and client feedback to leadership

• Follow the Laboratory Quality Policy and perform all duties in accordance with applicable Test Methods, Study Plans, and Standard Operating Procedures (SOPs)
• Ensure compliance with all Health & Safety policies and procedures, including the use of required Personal Protective Equipment (PPE)

• Perform other duties as assigned

• OSSD and/or post-secondary education in Business Administration or a related field
• Training in business-related disciplines such as Project Management, Business Development, Sales, or Marketing considered an asset
• Computer training (e.g., Word, Excel) preferred or equivalent experience
• Or as determined by Human Resources

• Minimum 3 years of experience in an office environment, preferably in B2B account management within a project-based business
• Minimum 3 years of experience in sales, marketing, or customer service (as determined by Human Resources)

• Strong verbal and written communication skills
• Ability to develop and maintain consultative, strategic client relationships
• Adaptability in a fast-paced, changing environment
• Self-motivated with strong initiative and problem-solving ability
• Excellent organizational and documentation skills