Manage and grow assigned customer accounts through retention strategies, proactive communication, issue resolution, business reviews, reporting, and upselling. Serve as the primary customer contact while collaborating with sales, operations, logistics, technical, and marketing teams. Monitor KPIs, manage sales pipelines, identify service opportunities, and improve account profitability and customer outcomes. The role also uses CRM, ERP, Microsoft Office, and AI tools to support account management and decision-making.
Account Manager
Department: Sales
Remote in the United States
Pay Rate: $60,000 - $65,000
Up to 10% Travel
Company Description:
DMD Systems Recovery is on a mission to protect the planet – one IT asset at a time. We help companies securely erase data and give technology a second life through reuse, refurbishment, and responsible recycling. As a certified B Corp, we believe business should do more than make money – it should make a difference. Every laptop, server, and device we process helps reduce waste, shrink landfills, and fuel the next generation of technology. If you care about sustainability, real‑world impact, and smart tech solutions, DMD is a place where your work truly matters.
Our headquarters are in Tempe, Arizona, with additional processing facilities in Austin, Texas and Palo Alto, California.
Job Summary:
The Account Manager is responsible for the retention and growth of designated customer accounts. This is accomplished by acting as the primary point of contact for these customers, ensuring that deliverables align with commitments, and identifying and contracting additional services. This role monitors customer activity, interacts with clients to resolve issues, and provides insights on the best usage of their ITAD program. AM’s work with the tools and data at their disposal to serve as the link between the customer and DMD resulting in improvements to both the client’s ITAD program and services DMD delivers. AM’s are expected to work during regular business hours that meet the needs of the clients they are working with.
Key Responsibilities:
- Customer Retention & Relationship Management: Serve as the primary point of contact for assigned accounts, ensuring customer satisfaction, retention, and loyalty through proactive communication, issue resolution, and quality assurance of deliverables.
- Strategic Planning & Business Development: Develop and implement tailored strategies to retain and expand accounts, identify new service opportunities, and present solutions that align with customer objectives.
- Account Growth & Revenue Management: Drive account growth by identifying expansion opportunities, tracking revenue, managing sales pipelines, and optimizing account profitability through analysis of key performance indicators.
- Business Reviews & Performance Reporting: Conduct regular business reviews (ABR/QBR), deliver actionable insights and performance metrics, and prepare detailed reports that demonstrate the value of ITAD services.
- Cross-Functional Collaboration: Work closely with sales, operations, logistics, technical, and marketing teams to ensure successful delivery of solutions and support strategic initiatives.
- Market Intelligence & Continuous Improvement: Stay informed about industry trends and competitors, contribute to process improvements, and foster innovation to enhance customer experience and operational efficiency.
- Key Performance Indicators (KPIs): Achieve targets for customer retention, revenue growth, upsell/cross-sell conversions, timely and high-quality reporting, issue resolution efficiency, and service/process innovation.
- Technology Tools: Comfortable adopting emerging AI tools (such as Microsoft Copilot) to automate routine work, synthesize information, create presentations, and improve decision-making.
Education and Experience:
- Minimum of 2 years’ experience in Account Management or a Client Success Role.
- CRM, ERP, and Microsoft Office Suite competence required.
- ITAD, Reverse Logistics, or Forward Logistics business experience preferred.
- Experience, education, or interest in Sustainability, Environmental Science, or Recycling preferred.
- Bachelor's degree in business administration preferred or equivalent combination of education and experience.
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computers
- Must be able to lift up to 15 pounds at a time.
- Reasonable accommodations will be made, enabling individuals with disabilities to perform essential functions.
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