Account Manager

Role

: Account Manager

Reports to

: Vice President Commercial or General Manager Sales (Sales Director)

Function

: Sales & Marketing

Location

: USA

Purpose

To own the commercial and service relationship with existing customers in a defined territory. The Account Manager is responsible for revenue retention, customer satisfaction, and account-level growth by deepening relationships, identifying upsell opportunities, and ensuring on-time contract renewals and service performance. This role serves as the primary customer contact and commercial lead across mine sites, procurement, and operations teams.

Core Responsibilities

- Maintain and grow long-term customer relationships in assigned mining territory through regular on-site engagement and QBRs.

- Own customer performance metrics (delivery, quality, spend vs. budget) and coordinate cross-functional actions when issues arise.

- Drive commercial execution for upsell/cross-sell opportunities across bolts, mesh, chemicals, and other underground support solutions.

- Prepare and deliver tailored proposals, manage contract renewals, and negotiate pricing adjustments with support from Finance.

- Develop detailed account plans for key accounts, including opportunity tracking, stakeholder mapping, and risk mitigation.

- Use CRM to maintain opportunity pipeline, record client interactions, and ensure forecasting accuracy.

- Collaborate with Technical Sales and Product Management teams to support trials, product improvements, and engineered solutions.

- Coordinate with Customer Service and Supply Chain to ensure orders, service tickets, and delivery meet client expectations.

Core Accountabilities

Revenue Retention & Growth

- Accountable for maintaining and growing revenue from assigned accounts through upsells, renewals, and expanded product use.

Customer Relationship Management

- Owns multi-level relationships within accounts; maintains high levels of customer trust and engagement.

Contract Execution & Renewal

- Leads renewal processes, commercial negotiations, and service level alignment with internal teams.

Territory Management -

Develops and executes account plans to increase share of wallet across the product portfolio in their region.

Customer Advocacy

- Ensures service delivery, product quality, and support meets customer expectations; escalates internally as needed.

Skills & Competencies

Account Planning

- Structured planning by account and segment, aligning goals with site needs and buying cycles.

Customer Relationship Management

- Develops trust across mine sites and procurement; manages executive and operator-level relationships.

Commercial Acumen

- Skilled in pricing, negotiation, objection handling, and solution-based proposal development.

Problem Solving

- Proactive issue resolution with cross-functional teams to maintain high service levels.

CRM Discipline

- Maintains accurate opportunity, forecast, and interaction records for full account visibility.

Insight Selling

- Connects product value to site outcomes (e.g., safety, cost-per-ton, operational uptime).

Minimum Qualifications & Experiences

Education:

Minimum:

Technical diploma or Associate’s degree.

Ideal: Bachelor’s in Business, Geosciences, or Engineering.

Experience

:

Minimum: 5+ years in territory-based industrial sales

Ideal: Prior mining services experience, especially underground

Field Expertise:

Minimum: Regular exposure to mine sites and operators

Ideal: Familiarity with ground support categories and mine workflows