Senior Account Representative

About TOMI Environmental Solutions

TOMI Environmental Solutions is a global provider of SteraMist disinfection and decontamination products serving healthcare, life sciences, pharmaceutical, biotechnology, and commercial markets worldwide. The company offers a solution that includes equipment, services, and recurring consumables, supporting a razor-and-blade business model built around long-term customer use and account growth.

We are seeking a Senior Account Representative to manage and strengthen customer relationships, expand existing accounts, and identify customer champions who can help drive new business. This role will work closely with teams across the organization to support customer success, account growth, and cross-functional alignment.

Key Responsibilities

• Build, manage, and strengthen relationships with key customers and strategic accounts while identifying opportunities for account growth, retention, and long-term loyalty.
• Conduct customer reviews, gather feedback, and analyze trends, complaints, and support requests to identify recurring issues and improvement opportunities.
• Execute a customer experience strategy focused on satisfaction, responsiveness, service performance standards, and customer-first engagement across the organization.
• Serve as the primary escalation point for significant customer concerns and ensure timely, accurate responses to inquiries and service issues.
• Establish, monitor, and report customer satisfaction metrics, service standards, market insights, customer feedback, and strategic recommendations to leadership.
• Negotiate pricing, contracts, and multi-year solution agreements while maintaining accurate customer information in customer management systems.
• Partner with Marketing, Sales, Technical Services, Operations, Quality, Manufacturing, and Finance to align on customer priorities, product launches, onboarding initiatives, and process improvement projects.
• Continuously improve internal processes to enhance customer interactions, responsiveness, operational efficiency, and assist with executive-level presentations.

Qualifications

Required

• Bachelor's degree in Business, Operations, Communications, Marketing, or a related field.
• 5+ years of customer experience, customer success, customer service leadership, or operations management experience.
• Proven track record managing customer-facing teams.
• Strong leadership, communication, and interpersonal skills.
• Experience managing customer escalations and complex customer situations.
• Strong analytical and problem-solving capabilities.
• Experience with CRM and customer management systems.
• Ability to work effectively across multiple departments.

Preferred

• Experience within manufacturing, life sciences, healthcare, medical device, biotechnology, pharmaceutical, or industrial equipment industries.
• Experience supporting domestic and international customers.
• Proven experience in a small business environment
• Experience developing KPIs and customer experience reporting dashboards.
• Experience implementing process improvement initiatives.

Pay: $75,000.00 - $100,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• This role is on-site in Frederick, MD, five days per week. Are you able to commit to that schedule?
• How many accounts do you currently manage, and what is the typical account size or annual revenue?
• Have you worked with a recurring-revenue or consumables-based model?
• Have you worked in a small business environment?

Language:

• Spanish (Preferred)

Work Location: In person