The Account Manager is responsible for the overall health, retention, and growth of existing customer accounts. This role is focused on building strong relationships, delivering ongoing value, providing referenceable customers, and identifying opportunities for expansion through cross-selling and upselling initiatives.
This is not a passive account management role. Success requires proactive engagement, strategic thinking, and the ability to translate customer challenges into measurable business outcomes.
Key ResponsibilitiesCustomer Account Health & Retention- This role requires Large Account Management Skills, including developing and executing a comprehensive strategic plan/account roadmap.
- Visit customers onsite to build trust, credibility, and rapport. Travel up to 50% of the time.
- Own and manage relationships across assigned accounts with key stakeholders in warehouse operations, IT, and senior leadership, to include at the C-level, to achieve desired NPS scores ensuring customer satisfaction, referenceability and long-term retention.
- Conduct formal business reviews based on a comprehensive strategic plan and proactively monitor account health and address risks before they impact the customer relationship.
- Serve as a trusted advisor, orchestrating the assets of Lucas for the benefit of delivering thought leadership and aligning Lucas' solutions to evolving customer needs.
- Work across Lucas teams, to include engineering, customer support, project management and senior leadership, to ensure customers receive maximum return on their Lucas investment.
- Capture and manage key data elements (key people, decision process, timeline, competitor, customer health).
- Monitor and routinely synthesize material market data related to the industry sector(s) of the accounts managed.
Revenue Growth within Existing Accounts- Identify and develop cross-sell and upsell opportunities with a target of growing your assigned account base by 20% annually with upsell and annual price adjustments.
- Generate leads through ongoing customer engagement and targeted efforts.
- Qualify and pursue opportunities that represent real and viable revenue potential.
Sales Process Execution- Collect, input and manage pristine customer data in the company CRM system.
- Manage the sales cycle within existing accounts from discovery through close.
- Efficiently move opportunities through the decision-making process.
- Leverage Lucas resources effectively throughout the sales cycle, collaborating cross-functionally to ensure alignment with customer needs.
- Drive the closure of expansion opportunities within assigned accounts.
- Consistently achieve revenue targets through account growth
Post-Sales Engagement & Implementation Support- Assist with coordination and problem resolution for on-site implementations as appropriate and maintain engagement post-implementation to ensure adoption, benefit, and sustained value delivery.
Customer Advocacy- Drive customers to actively participate in the Lucas Customer Advisory Board, provide video testimonials, participate in case studies, and serve as references for new logo opportunities.
- Enable site visits to serve as a bridge between customers and prospects, as well as in support of employee development.
Location: Opportunities available at U.S. Headquarters in Wexford, PA, or remotely within the U.S. in proximity to a major airport and in important geographical regions.
Requirements
- Bachelor's or Master's Degree - desired
- Proven success in large account management, customer retention, and revenue growth within existing accounts
- Demonstrated ability to identify and develop expansion opportunities through consultative selling
- Strong ability to build credibility with customers and influence both internal and external stakeholders
- Excellent communication, presentation, and problem-solving skills
- Ability to manage multiple priorities in a fast-paced, high-performance environment
- Situational fluency - ability to think quickly, adapt, and problem-solve in real time
- Ability to travel up to 50% of the time to support customer and business objectives
- Experience in industrial automation, supply chain, or enterprise software desirable
