Job Title: Enterprise Account Manager
Location: Remote
Summary: The primary responsibility of the Enterprise Account Manager is to manage the needs of Enterprise and Key Accounts by acting as a client advisor and advocate. It is a strategic role that strengthens the partnership between the company and client and to retain and grow revenue. Account Managers work closely with Sales, Customer Support, Training/Quality, Operations, IT, and Implementation teams, collaborating on product/service solutions and problem resolution, as needed. Responsibilities of the Enterprise Account Manager include, but are not limited to, regular and consistent client communications, setting proper client expectations, preparing, and delivering meaningful operational Weekly/Monthly meetings as well as Quarterly Executive Business Reviews developing creative solutions for client concerns and needs, upselling available tools and solutions to meet client objectives, and effectively executing on promised deliverables. The Enterprise Account Manager reports directly to the Senior Director of Customer Success.
Responsibilities:
- This individual will work directly with CareXM clients and internal teams to retain and grow Enterprise customers
- Responsible for retention and overall relationship management for an assigned number of company’s key accounts
- Highly-focused on value-driven interactions at every level of the organization: From C-Suite, Executives to the nursing staff using the technology
- Strategic account planning that maps out a path for high customer satisfaction, revenue growth and client referrals
- Work closely with healthcare professionals, having familiarity with clinical terms, processes, and procedures
- Deep knowledge and understanding of all products, tools and services offered by CareXM
- Act as a trusted advisor and advocate
- Occasional travel to support client relationships and/or sales team
- Prepare and deliver informed Quarterly Business Reviews to Executive Team members, focused on value realization
- Coordinate and collaborate with multiple internal teams (Sales, IT, Implementations, etc.) to assure overall solid and consistent delivery of service to clients
- Lead and facilitate resolution of any client issue, change or enhancement
- Proactively work with clients to introduce and implement enhancements of services, when applicable
- Create meeting agendas, document meeting notes and client communications and develop creative solutions within a set scope of available options
- Communicate effectively with all internal teams regarding client changes and/or updates
- Frequent and effective contact with clients, particularly during periods of implementing upgrades/changes to account
- Operate as a subject-matter expert (SME) for best practices and policies, educate his/herself on industry trends and the impact to our customers
Qualifications:
- Bachelors’ Degree, 7+ years of sales and/or account management experience required, and 2+ years of experience working with large Enterprise customers desired
- Previous experience working in the healthcare industry or healthcare technology, strongly preferred
- Strong relationship development and management skills
- High amount of self-agency and empathy + ability to demonstrate extreme ownership over dedicated set of accounts, supporting some of the largest Hospice and Home Health organizations across the country
- Experience utilizing strategic account management practices
- Proven track record of managing and scaling high-value, enterprise-level client relationships.
- Exceptional communication skills with the ability to articulate complex ideas clearly to stakeholders at all levels, from frontline teams to executive leadership (C-suite)
- Ability to quickly learn key characteristics of new products/solutions and communicate the value of those solutions to customers
- Excellent problem resolution skills
- Ability to develop and maintain relationships with C-Level executives
- Ability to establish oneself as a trusted advisor
- Ability to lead a diverse group in addressing customer needs
- Highly motivated and results oriented
- Previous experience using Salesforce as the project reporting tool and forecasting method, preferred
- Ability to occasionally travel to support customers and/or industry conferences
Full-Time Benefits:
- Health insurance
- Flex Spending/Health Savings Accounts
- Dental Insurance
- Vision insurance
- Short Term Disability
- A Day of service (8 hrs to volunteer in addition to earned PTO)
- Paid training
- Paid time off
- 401(k) plan
- Life insurance
- Employee assistance program
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Military friendly, and Veterans are encouraged to apply!
