Cold Chain Technologies supports the global pharmaceutical and life science industries delivering lifesaving temperature controlled shipments. Our uniquely innovative containers maintain the cold chain, preventing shipments being spoiled or delayed, and delivering temperature sensitive products to patients on time and to help save lives.
To support our ongoing growth, we are looking for an Account Manager to join our EMEA team. This person would be based at our office in Reading, and would need to reside close to this location.
Job Summary
The Account Manager builds and grows long-term relationships with an assigned portfolio of customer accounts. This role takes a proactive approach to customer success. It focuses on retention, satisfaction, and expansion: anticipating client needs, leading business reviews, aligning forecasts with S&OP, driving upsell/cross-sell, and coordinating custom samples and validations. Acting as the primary customer advocate, the Account Manager orchestrates seamless service delivery. There is a close collaboration across teams such as Client Services, Marketing, Product/Engineering, and Commercial Operations, to shape and support commercial strategies, marketing initiatives and product development.
Key Responsibilities
- Customer Ownership & Success
- Serve as the day-to-day primary point of contact and foster trust-based partnerships with customers.
- Take a proactive approach to understanding client needs, challenges, and goals, ensuring long-term satisfaction and retention.
- Lead regular business reviews: performance, insights, innovation updates, and growth opportunities. Determine how often these reviews are needed (QBR or other)
- Obtain and manage client forecasts; reconcile with internal S&OP planning.
- Manage program lifecycle: initiation, planning, execution, monitoring; own onboarding after contract signature.
- Monitor satisfaction and lead corrective actions for service issues; manage escalations.
- Commercial Growth
- Maintain account development plans and sales pipeline for existing accounts. Monitor progress and identify potential risks or gaps.
- Identify and execute upsell/cross-sell opportunities (products, services, lanes/sites/geographies).
- Prepare commercial proposals within approved pricing matrix; deviations or strategic pricing decisions are escalated to the Business Development Managers; ensure competitive and accurate offerings with expected margin targets.
- Keep CRM current with post-sale updates (contacts, opportunity details, revenue forecasts, next steps).
- Cross-Functional Collaboration
- Partner with Client Services to deliver accurate, timely order-to-invoice workflows.
- Coordinate with Marketing on targeted campaigns and launches; leverage content in QBRs.
- Provide product feedback and report gaps; collaborate with Business Unit Teams on solutions.
- Serve as the internal voice of the customer across teams.
- Compliance & Continuous Improvement
- Follow company policies, procedures, designated SOPs and Work Instructions.
- Comply with all safety guidelines and standards as dictated by 5S practices.
- Contribute to process improvements and departmental projects.
- All other duties and responsibilities as assigned by the manager.
Qualifications & Requirements
- 3+ years in B2B account management; experience in Cold Chain or adjacent sectors (logistics, healthcare, packaging) preferred.
- Strong commercial proficiency and negotiation skills
- Experience with building, maintaining and influencing relationships with key partis involved in business processes
- Familiarity with forecasting, S&OP, CRM systems and MS Office.
- Excellent communication; strong analytical and problem-solving skills.
- Bachelor’s degree preferred
- Willingness to travel occasionally as required
Cold Chain Technologies is committed to Equal Opportunities in employment and service delivery. The policies and practices of the Company aim to promote an environment that is free from all forms of unlawful and unfair discrimination and values the diversity of all people.