Account Manager, Healthcare-1

The Account Manager (AM) serves as the primary relationship owner for assigned clients ensuring high levels of satisfaction, retention, and growth. This role is responsible for managing day-to-day engagement, coordinating service delivery, and proactively addressing client needs.

The AM works in coordination with Sales, Operations, Product, and other internal stakeholders to deliver services in alignment with Service Level Agreements (SLAs). They manage client calls, task lists, and project plans, ensuring accurate, timely, and consistent execution. Acting as a trusted advisor, the AM balances tactical delivery with strategic partnership to align with client goals and organizational objectives.

Primary Accountabilities

Client Relationship Management

• Act as the single point of contact for assigned clients, ensuring seamless communication and execution of services.

• Build, strengthen, and maintain trusted client relationships to drive satisfaction, adoption, and retention.

• Lead regular client calls, business reviews, and presentations to provide updates, performance metrics, and insights.

• Establish and foster ongoing relationships, collaborating with Sales on client strategy, contract renewals, and expansion opportunities.

Operational Execution

• Lead day-to-day service engagement for assigned accounts, including regularly scheduled calls, project plans, and correspondence.

• Utilize organizational tools to manage task lists, ensuring timely completion of client requests, issue resolution, and project deliverables.

• Partner with cross-functional teams (Sales, Facility Operations, Customer Service, Product, Quality, IT, and Finance) to drive client satisfaction.

• Monitor account performance against SLAs, escalating issues as appropriate.

• Quantify the impact of proposed system enhancements and advise prioritization stakeholders of opportunities.

• Support onboarding of new clients, including implementation, training, and adoption.

• Participate in and lead User Acceptance Testing (UAT) for new solutions, features, or enhancements.

• Assist in planning and execution of process improvement initiatives.

Strategic Partnership

• Understand each client’s goals, challenges, marketing objectives, and strategies.

• Anticipate client needs and proactively communicate insights to management and sales stakeholders.

• Collaborate internally to develop and execute strategies that meet client business objectives while aligning with organizational priorities.

• Provide client insights to inform product development, process improvements, and market strategy.

Training & Adoption

• Facilitate client onboarding, implementation, and ongoing training (remote or onsite).

• Conduct internal and external training to drive user adoption and program success.

• Perform annual health checks and adoption reviews to strengthen client relationships and outcomes.

Administrative & Analytical

• Maintain accurate documentation of client engagement in CRM (Salesforce or equivalent).

• Develop and present data-driven insights on account health, risks, and opportunities.

• Track and report on successes achieved and outstanding issues; escalate when necessary.

• Support contract renewals, amendments, billing, forecasting, and compliance activities.

Required Qualifications

• Bachelor’s degree in Business, Healthcare, Supply Chain, or related field; or equivalent experience.

• 3–6 years of account management, client services, or operations experience in healthcare, retail, manufacturing, or SaaS environments.

• Demonstrated ability to manage multiple client accounts in a fast-paced, SLA-driven environment.

• Strong communication, relationship management, and presentation skills.

• Proficiency with Microsoft Office, Google Suite, and CRM tools (Salesforce preferred).