Account Manager; Shelton, CT

Location

Location:

Must be commutable to the Shelton, CT office

Milestone's innovative solutions have been developed for laboratories around the world performing sample preparation, with the aim of helping them, by offering an integrated solution able to render their activity easier, faster and safer. With over 50 patents and 25,000 systems globally we are a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

The miles

CARE 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 miles

CARE philosophy of thoughtful, responsive, and consultative care.

• 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 miles
  
  CARE services.
• Ensure high-quality response times, prioritizing same-day or next-morning resolutions while maintaining the voice of Milestone in all communications.
• Support the miles
  
  CARE 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.
• Model the miles
  
  CARE 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.
• 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.

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.

• 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

If you or someone you know would like to learn more or apply to the position please contact: or apply on Linked In