Responsibilities
- Serve as the primary point of contact for assigned Commercial clients, owning day-to-day relationships and client satisfaction. Built and maintain trusted, long-term partnerships while acting as a customer advocate internally.
- Partner closely with Product and Implementation teams to support onboarding and deployment for new and existing customers. Attend and participate in weekly implementation and status calls to ensure alignment, issue resolution, and timely delivery.
- Develop and execute account-level strategies tailored to each client’s goals and business needs. Identify opportunities for retention, expansion, upsell, and value-added services to support revenue growth.
- Lead delivery through cross-functional collaboration, while coordinating with internal teams to ensure products and services are delivered on time and within scope. Proactively identify risks and dependences and work with partners to mitigate issues.
- Define and track key performance indicators (KPIs) for assigned accounts to monitor account health. Analyze trends and proactively address risks or issues to optimize client outcomes.
- Gather client feedback to identify unmet needs and opportunities for improvement. Partner with internal stakeholders to influence product enhancements and service improvements.
- Prepare and deliver regular account reviews, performance reports, and strategic recommendations to client and internal stakeholders, both virtually and in person.
- Manage contract renewals, pricing discussions, and ongoing terms to support revenue growth and profitability. Partner with Finance and Legal teams to ensure accurate invoicing and contract execution.
Requirements
- Bachelor’s degree required (Master’s degree preferred)
- 4-6 years experience in account management, client success, or a related role
- Strong relationship-building and stakeholder management skills
- Demonstrated ability to own and execute account plans independently
- Proven experience supporting client retention and account growth
- Excellent written, verbal, and presentation skills
- Ability to collaborate cross-functionally and influence outcomes
- Proficient in CRM systems, project management tools, and Microsoft Office
Nice to Have
- Experience with financial analysis, forecasting, or revenue-related metrics
- Demonstrated record of success managing and expanding accounts
- Experience conducting market analysis or customer analysis to identify growth opportunities
- Experience supporting contract renewals or amendments in regulated healthcare environments
Work Arrangement
Hybrid
Additional Information
- Comfortable traveling up 10% as needed
