Account Manager

Who We Are

West solutions connect people and organizations at the right time and in the right ways, making those mission-critical connections more relevant, engaging, and actionable – turning Information to Insight. As part of West’s commitment to investing in category-leading platforms that address evolving enterprise needs, we are pleased to introduce WestCX to our portfolio.  WestCX will serve as the technology and innovation engine behind two distinct go-to-market brands: Mosaicx and TeleVox. WestCX strengthens our position in delivering AI-driven, omnichannel solutions that automate interactions and optimize engagements, improving efficiency and customer satisfaction. Together, the brands will collaborate to bring advanced technology and communication solutions to organizations seeking personalized engagement and experiences. Visit www.west.com to learn more.

About the Role:

We are seeking an Account (Relationship) Manager to join our dynamic team. This role is primarily focused on managing existing accounts and fostering relationships with our high-value clients. The ideal candidate will have a strong background in account management, with a proven ability to identify opportunities for cross-selling our suite of patient engagement products.

Key Responsibilities

• Manage a portfolio of existing high-value client accounts, ensuring high levels of customer satisfaction and retention

• Develop and maintain strong relationships with key stakeholders within client organizations

• Negotiate contract extensions and expansion

• Collaborate with internal teams, including marketing and product development, to align client needs with our offerings

• Conduct regular account reviews to assess client needs, performance, and satisfaction

• Prepare and present reports on account status, sales performance, and growth opportunities to senior management

• Travel as needed

Role Focus

• Build and execute a strategic account plan that will:

  • Identify customer's key business drivers & needs

  • Identify opportunities for cross-selling additional products and services to enhance client engagement and satisfaction

• Identify customer attrition risk drivers and recommendations for risk mitigation 

• Identify opportunities for adoption and growth within existing accounts

• Stay informed about industry trends and competitor offerings to effectively position our solutions in the market

Required Qualifications:

Education & Experience

• Bachelor's degree in Business, Marketing, Healthcare, or related field (equivalent professional experience may be considered in lieu of formal education)
• 5+ years of experience in account management or sales
• 5+ years of experience being measured on revenue retention and growth with successful track record

Core Skills & Abilities

• Excellent communication, negotiation, and interpersonal skills
• Proven ability to build and maintain relationships with clients at all levels
• Self-motivated with a results-driven approach and focus on customer success
• Proven experience managing contract renewals, including negotiating terms, ensuring timely execution, and maintaining high client retention rates
• Established success in identifying opportunities for cross-selling and upselling
• Building and executing a sales/account management territory plan

Ideal Candidate Profile:

Industry Experience

• Experience in healthcare technology sector (preferred)
• Healthcare IT sales experience (EHR, EMR, telemedicine, etc.)
• Knowledge of healthcare industry standards
• Background in contact center technology solutions (IVR, omnichannel communication, workforce management, etc.)
• Previous experience with SaaS solutions or cloud-based offerings

Technical & Strategic Expertise

• Strong understandin