Strategic Account Manager

Job Summary:

The Strategic Account Manager manages large-scale complex accounts, multi-year and Total Compliance Contracts. The individual in this role will also manage a book of business and deepen relationships with clients and help retain them on our platform. This person will ensure that clients' needs are addressed quickly with responses delivered in a timely manner. He/she will communicate with various departments to find resolutions to more challenging questions or issues that may arise.

Duties/Responsibilities:

• Lead the Total Compliance program and serve as the primary point of contact for the associated clients.
• Serve as the conduit between sales and operations to execute Remedi8 Client Lifecycle Management (CLM) processes.
• Conduct Quarterly Business Review (QBR) with key client and deliver Remedi8 value proposition.
• Provide regular project status updates, qualitative and quantitative data to clients.
• Develop and implement plans to further maximize service offerings to assigned clients.
• Use Salesforce customer relationship management software to facilitate the process of responding to customer calls and addressing customer concerns.
• Ensures all relevant data is kept/updated in Salesforce.
• Manages all modes of customer communication, operates proactively to solve customer issues, and delivers a positive low friction customer experience, meeting specific client support level agreements.
• Demonstrates a working knowledge of products/services and can support requests from customers for additional information.
• Recognize and follow up on new revenue opportunities while communicating with customers.
• Able to apply critical thinking in problem-solving and decision making, empowered to address customer requests and issues without management assistance.
• Monitors the progress of the project using the appropriate tools and project management techniques and makes changes as necessary.
• Establishes a communication schedule to update stakeholders and management in the organization on the progress of the project.
• Reviews the quality of work completed with the project team on a regular basis to ensure it meets the project standards.
• Ensures that all project information is appropriately documented and secured and available for review.

Requirements and Preferred Experience:

• 5+ years of experience in client success or related field
• Strong understanding of client account lifecycle management
• Strong understanding of sales cycle and sales processes
• Strong understanding of healthcare life safety compliance and operations
• Experience with Salesforce CRM is preferred.

Education:

• Bachelor's degree in a relevant field

Additional Requirements:

• Travel Requirements: Up to 50%

Equal Opportunity Employer