Strategic Account Manager

In Some Jobs You Take Orders. In This One, You Write History. 

Join the healthcare information technology team that’s turning drug and medical device data into knowledge used by thousands of hospitals; the majority of U.S. health plans, retail pharmacies, and pharmacy benefit managers; and millions of healthcare decision makers throughout the world. Partnering with our information system developer and healthcare institution customers, you’ll help evolve leading-edge thinking into reality and make a measurable difference in improving human health. 

We’re looking for people who are: Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference. Innovative. Energized. And want to play an essential role in a successful company’s continued growth.

Are you ready for this exciting challenge? 

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The First Databank (FDB) is currently seeking a Strategic Account Manager in the Customer Operations department. The Strategic Account Manager (SAM) is responsible for managing and expanding relationships with key accounts, ensuring customer success through proactive engagement, and achieving growth and retention goals. This role requires a strategic mindset, exceptional communication skills, and the ability to align customer needs with FDB Health’s solutions.

Position will be based out of the San Francisco, CA or Indianapolis, IN office.

Responsibilities:

• Develop and execute strategic account plans to achieve revenue growth and expansion goals 
• Identify upselling and cross-selling opportunities within assigned accounts
• Collaborate with internal teams to deliver tailored solutions that meet customer objectives 
• Monitor account performance, ensuring alignment with growth and portfolio targets
• Build strong, trusted relationships with key stakeholders and decision-makers within assigned accounts 
• Collaborate with customers to showcase success stories through testimonials, case studies, and advocacy initiatives 
• Facilitate regular Executive Business Reviews (EBRs) to align on strategy and share progress
• Partner with customers to drive adoption of FDB Health’s products, ensuring full utilization and value realization
• Analyze usage and provide actionable insights to enhance product engagement and outcomes 
• Serve as a subject matter expert, guiding customers through best practices and new feature rollouts 
• Proactively manage customer satisfaction, addressing any issues or concerns before they escalate 
• Achieve high renewal rates by demonstrating ongoing value and aligning solutions with customer goals 
• Monitor and improve Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS) 

Required Skills:

• Deep understanding of the provider hospital market, specifically Epic and MEDITECH ecosystems.
• Familiarity with Electronic Health Records (EHRs) and clinical workflows
• Understanding of medication decision support systems, formulary management, and clinical decision support (CDS) tools.
• Experience with other healthcare technologies or vendors is highly desirable (e.g., Cerner, Allscripts, or payer-side systems).
• Familiarity with value-based care initiatives and healthcare quality metrics (e.g., HEDIS, MACRA, MIPS).
• Excellent verbal and written communication skills to convey complex information clearly
• Ability to tailor messaging for diverse audiences, from IT professionals to clinical users
• Strong presentation skills for client demos, business reviews, and strategic planning sessions
• Demonstrated ability to identify upsell and cross-sell opportunities to drive revenue growth within existing accounts
• Strong negotiation skills to manage contract renewals and expansions
• Capability to align FDB solutions with the strategic goals of provider organizations

Required Experience:

• 5+ years of experience in account management, customer success, or related roles, preferably in SaaS, healthcare, or technology 
• Proven success in managing complex customer relationships and achieving revenue goals 
• Strong analytical skills and the ability to derive insights from data to drive strategy 
• Exceptional interpersonal and communication skills, with the ability to influence and build trust 
• Experience with CRM tools like Salesforce/Gainsight to manage account activities and pipeline
• Proficiency in Microsoft Office Suite and collaboration tools like Teams, Zoom, and Slack

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