Key Account Director

If you are wondering what makes TRIMEDX different, it's that all of our associates share in a common purpose of serving clients, patients, communities, and each other with equal measures of care and performance.

• Everyone is focused on serving the customer and we do that by collaborating and supporting each other
• Associates look forward to coming to work each day
• Every associate matters and makes a difference

It is truly a culture like no other — We hope you will join our team! Find out more about our company and culture here.

Summary

The Key Account Director will have primary responsibility to engage and interact with our customer contacts at a selected/assigned account(s). This interaction may include organizing and leading regularly scheduled meetings with the customer on a variety of topics, with the goal being to ensure our client(s) are highly satisfied with TRIMEDX as a partner. Additionally, this role will be the primary lead on any/all items related to customer concerns and will assemble a cross-functional team when necessary to resolve and areas of conflict or concern, especially related to the TRIMEDX/Client contract. The expectation is to develop and maintain strong relationships, striving to be a trusted advisor, across the customer base and help facilitate meetings and other engagements as necessary.

Responsibilities          

Account Management (85%)

• Lead strategic/enterprise level accounts with a total revenue of $40M or more.
• Establish and nurture mutually beneficial, long-term relationships with assigned strategic clients and their C-suite leadership team.
• Interact with client on a consistent basis to address ad hoc questions/issues, present TRIMEDX products and functionality, and resolve client concerns.
• Schedule and lead routine meetings with client and internal TRIMEDX personnel as necessary.
• Act as primary point of contact in any contract disputes with client and engage VP of Client Experience and Operations as necessary.
• Partner with Solutions Management team to develop and implement TRIMEDX solutions to improve value to Client.
• Act as a subject matter expert to TRIMEDX internal teams on the client’s organization and goals, championing the needs of the client.
• Engage internal TRIMEDX teams to ensure that all client commitments for reporting and analysis are met on time.
• Partner with the Solutions Management and Operations teams and other internal resources to quickly perform. root cause analyses on client escalations and provide the client with appropriate information and resolution steps.
• Ensure satisfactory and mutually beneficial resolution to escalations and disputes including leading discussions regarding solutions.
• Communicate issues, concerns, and areas of focus clearly within the organization and provide status updates at regular intervals and as required.
• Prepare and present monthly reports around overall client health any areas of concerns, status of any/all projects and any key successes.
• Suggest solutions and innovative ideas to meet client needs.
• Establish successful partnerships and work closely with internal and field operations teams to ensure a well-rounded approach to client management and to ensure maximum profitability within the client account.

Account Development (15%)

• Work with client to understand needs and requirements and offer TRIMEDX solutions where applicable to address those needs.
• Proactively engage with client on new TRIMEDX offerings.
• Build and help maintain strategic-level promoters within the client’s business.

• Leadership: Provide clear direction to ensure collective achievement of goals and objectives. Create an environment of respect, collaboration, and open communication.

• Associate Development: Identify and support development needs of direct reports and team members including connecting them to resources both internally and externally to ensure a culture of continuous improvement.

• Associate Engagement: Create high levels of employee engagement by understanding organizational and personal drivers that impact drivers and developing action plans that deliver increased engagement.

• Performance management: Set clear goals and expectations for teams, monitor, and enable performance and intervene with appropriate action when performance gaps occur and provide timely, honest feedback. Ensure that associates complete assigned actions by required deadlines.

• All other duties as assigned.

Skills and Experience

• Experience working in a clinical engineeri