Account Manager

About Milestone:

Milestone is an international company that specializes in innovative sample preparation solutions used in laboratories worldwide. With over 25 years of success, Milestone is built on a sustainable organic growth strategy that offers integrated solutions. These solutions enable our clients to achieve faster, safer, easier and more cost-effective processes for their operations. With over 50 patents and 25,000 systems globally, Milestone is a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

About the Role:

The milesCARE Account Manager is a trusted consultant and educator, responsible for supporting and expanding client relationships across Milestone’s installed base. This role combines responsive, day-to-day service with proactive outreach – helping clients get the most from their systems while identifying opportunities to increase value through service contracts, consumables, and accessories. Success requires a consultative mindset: understanding how clients use Milestone systems and recognizing when additional products or services could enhance performance, satisfaction, and long-term results. As both a customer advocate and strategic partner, the Account Manager embodies the milesCARE philosophy of thoughtful, responsive, and consultative care.

Responsibilities:

Customer Engagement & Service

• Deliver exceptional service to 3,000 clients through proactive and responsive interactions.
• Act as a trusted educator and consultant by understanding customer needs, proactively providing strategic insights, and equipping clients with knowledge that maximizes the benefits of milesCARE services.
• Ensure high-quality response times, prioritizing same-day or next-morning resolutions while maintaining the voice of Milestone in all communications.

Sales Growth & Development

• Support the milesCARE mission of driving post-sale revenue by identifying cross-sell and upsell opportunities (service contracts, consumables, accessories).
• Collaborate with Marketing and Product teams on targeted campaigns and strategies to increase recurring revenue and client retention.
• Use Salesforce to track activity, forecast revenue, and analyze performance trends that inform decision-making.

milesCARE Philosophy

• Model the milesCARE philosophy by promoting a proactive, consultative, and education-first approach to client engagement.
• Use customer feedback and service trends to improve internal processes and external messaging.

Collaboration & Continuous Improvement

• Collaborate with Product, Field Service, and Sales teams to ensure a unified, customer-first approach to engagement.
• Maintain tight communication between field and office operations to enhance responsiveness and build strong internal alignment.
• Stay current on industry trends, competitive offerings, and emerging customer needs through ongoing development.

Requirements:

• Education: Bachelor’s degree in Chemistry, Life Sciences, or a related scientific field required; Master’s in Business Administration (MBA) a plus.
• Technical Knowledge: Familiarity with laboratory instrumentation and chemistry applications; experience with sample preparation or metals analysis is a plus. Comfort with laboratory environments and personnel.
• Client-Facing Experience: 2 years in a customer-facing role, such as technical support, customer success, field service, or consultative sales.
• Sales Aptitude: Aptitude for identifying revenue opportunities and engaging in value-based selling. Experience managing a pipeline or achieving sales targets is a plus.
• Communication & Problem-Solving Skills: Strong verbal and written communication skills with the ability to convey technical concepts in an accessible and engaging manner. Analytical mindset with a proactive approach to identifying and addressing customer needs.
• Collaboration & Adaptability: Comfort working across departments and balancing competing priorities in a fast-paced environment.
• Computer Skills: Proficient with Microsoft Suite; experience with Salesforce and Pardot preferred.

Benefits Milestone will offer you:

• Comprehensive benefit package (medical, dental, vision)
• We will cover 70% of your medical premium and 60% of any spouse/dependents
• We will provide STD, LTD, and Basic Life Insurance coverage at no cost to you
• You can contribute to the 401k after 90 days of service
• We will contribute 3% of your salary after 1 year of service
• We will support ongoing training and development of your skills