What are the responsibilities and job description for the Account Manager position at DWYER INSTRUMENTS, LLC?
Description
About the Company:
DwyerOmega is a globally trusted leader in manufacturing innovative instrumentation solutions for the Process Measurement, Automation, Control and HVAC markets. With very strong brand recognition and high levels of customer loyalty, DwyerOmega has an unmatched reputation for providing customized solutions that meet and exceed customer needs. Our team of engineering experts help our customers select technical, and often configured, product solutions for their unique applications.
The company offers over 300,000 state-of-the-art products for process measurement and control of temperature, humidity, pressure, strain, force, flow, level, pH, conductivity, and indoor air quality, and is a recognized global leader in the digital marketing of technical products. The products that we manufacture are used to control and drive process efficiency, creating safe and sustainable environments.
At DwyerOmega, we enable our customers to improve the world – one measurement at a time. We achieve this through our unwavering commitment to technology, customer service, and overall continuous improvement. Every day, we strive to cultivate a culture of ingenuity, empowerment, accountability, adaptability, and speed.
The company’s corporate headquarters are based in Michigan City, Indiana, and Norwalk, CT with manufacturing locations and sales offices located throughout the world.
Position Summary
The Account Manager plays a key role in maintaining customer satisfaction while driving renewal and expansion opportunities within assigned accounts. Working as part of the Customer Success organization under the Senior Account Manager, this position combines customer advocacy with commercial responsibility.
Account Manager responsibilities are divided into two primary focus areas:
- Harvest Accounts – expanding relationships and uncovering new opportunities through customer engagement and market insight.
- Account Maintenance – nurturing existing clients, ensuring support excellence, and identifying add-on sales of products and services.
This dual focus ensures we deliver exceptional service while continuously increasing the value we bring to each customer.
Key Responsibilities
- Manage assigned customer accounts, serving as the primary point of contact for all product, service, and support needs.
- Drive retention and expansion by identifying upsell, cross-sell, and renewal opportunities.
- Collaborate closely with Technical Support, Field Service, Production, and Calibration teams to ensure prompt issue resolution and high satisfaction.
- Build strong relationships with key contacts across laboratory, facility, and procurement functions.
- Understand customer applications and compliance requirements, positioning the company’s monitoring solutions to meet their evolving needs.
- Maintain accurate account data within CRM systems, including opportunity tracking, forecasting, renewal status, and routine contact.
- Support new deployments by coordinating with internal teams to ensure smooth installations and successful outcomes.
- Contribute feedback from the field to influence product development, service improvements, and process enhancements.
- Meet or exceed assigned performance goals for customer retention, growth, and satisfaction.
Requirements
Qualifications
- Bachelor’s degree in Business, Life Sciences, or related field preferred.
- 3–5 years of experience in Account Management, Sales, or Customer Success, ideally in IoT, MedTech, or laboratory technology.
- Strong communication and relationship-building skills with both technical and non-technical customers.
- Proven ability to balance service excellence with sales accountability.
- Experience using CRM tools (Salesforce, HubSpot, etc.) and managing opportunity pipelines.
- Self-motivated, organized, and comfortable in a fast-paced, cross-functional environment.
Why Join Us
You’ll have the opportunity to represent a mission-critical technology that helps laboratories and healthcare institutions protect their research integrity and patient safety.
As part of a dynamic Customer Success organization, you’ll work closely with technical and operational teams to deliver measurable value—and help shape the growth of our IoT monitoring business.