Account Representative

Job Summary

This role is responsible for delivering consistent service execution, driving customer satisfaction, securing renewals, and expanding share of wallet through value-based upsell and cross-sell opportunities. The Account Representative is the primary commercial owner of the customer relationship after onboarding. While Business Development Representatives (BDRs) focus on new account acquisition, the AR is accountable for ongoing account performance across safety, service quality, commercial outcomes, and long-term partnership value.

This role requires strong relationship management skills, operational awareness, and disciplined execution of APC’s account management and renewal processes.

Serve as the primary commercial point of contact for assigned regional customer accounts.

Maintain regular customer engagement through site visits, operational touchpoints, and structured business reviews.

Ensure stable service delivery and alignment between customer expectations and APC field execution.

Proactively identify risks to retention and elevate issues early to prevent service or relationship breakdowns.

Monitor customer performance against defined KPIs, including safety, service reliability, and operational outcomes.

Translate technical and operational performance into clear value stories for customers.

Partner with Technical Services and Field Operations to address performance gaps and improvement opportunities.

Reinforce APC’s role as a trusted partner, not just a supplier.

Own renewal preparation and execution for assigned accounts, beginning well in advance of contract expiration.

Lead value-based renewal conversations focused on outcomes delivered, risk reduction, and operational improvements.

Support pricing discussions and contract negotiations in alignment with APC pricing guidance and margin objectives.

Secure timely renewal commitments and ensure clean transitions into new contract terms.

Identify opportunities to expand product mix, services, and technical engagement within existing accounts.

Leverage customer performance data, operational insights, and market benchmarks to frame upsell opportunities.

Partner with Technical Services to validate solutions through modeling, pilots, or limited trials as appropriate.

Commercialize approved expansions using ROI-based, value-oriented conversations.

Execute APC’s sales and account management process consistently across onboarding, ongoing management, renewal, and expansion stages.

Maintain accurate CRM records for all customer interactions, opportunities, renewals, and account plans.

Ensure account documentation reflects current stakeholders, success criteria, and commercial status.

Support clean handoffs from BDRs during onboarding and provide continuity for customers post-sale.

Coordinate closely with Field Services, Technical Services, and Operations to ensure customer commitments are executed safely and reliably.

Participate in onboarding activities, early delivery reviews, and issue resolution efforts.

Collaborate with Regional Sales Managers on account strategy, escalations, and growth planning.

Support National Accounts teams when regional accounts are part of larger enterprise relationships.

Build strong, multi-level relationships within customer organizations, including site-level and regional stakeholders.

Conduct regular check-ins, performance reviews, and quarterly business reviews (QBRs) based on account size and complexity.

Serve as a consistent, professional representative of the APC brand in all customer interactions.

Adhere to all APC policies and safety regulations, including ATF, MSHA, OSHA, DOT, and applicable federal and state requirements.

Reinforce safety-first behaviors in all customer engagements.

Maintain required certifications and training consistent with explosives industry standards.

Monitor…