Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a designated portfolio of Education Program accounts, acting as the main relationship manager for executive sponsors, academic leaders, faculty, operational stakeholders, and end users.

• Foster trusted advisor relationships by offering consultative advice on MCG products, services, workflows, and evidence-based best practices.

• Oversee renewals, relicensing processes, and customer agreements to promote retention, continuity, and long-term customer success.

• Create and implement strategic account plans to broaden the use of licensed MCG solutions across programs, departments, campuses, and affiliated institutions.

• Conduct regular customer business reviews, account planning sessions, and health assessments in accordance with account segmentation and service expectations.

• Track customer engagement, utilization trends, and adoption metrics to discover opportunities, alleviate retention risks, and enhance customer outcomes.

• Coordinate onboarding, implementation support, provisioning activities, training plans, and train-the-trainer programs to ensure successful customer adoption.

• Evaluate educational workflows and propose strategies that optimize integration and effective utilization of MCG solutions.

• Provide product education and training that aids in curriculum integration, evidence-based practice, and learner readiness.

• Assist in customer success across nursing, medical, residency, physician assistant, case management, and various healthcare education environments.

• Collaborate with Sales, Product, Technical Support, Finance, Contracts, Operations, and other internal teams to resolve customer issues, assist with account planning, and enhance service delivery.

• Maintain precise account documentation, customer activity logs, renewal records, meeting notes, and opportunity management within Salesforce and associated CRM systems.

• Identify underlying causes of customer challenges and facilitate cross-functional solutions that bolster long-term customer success.

• Represent MCG at customer meetings, conferences, webinars, trade shows, and other client-facing educational events as assigned.

• Provide mentorship and functional guidance to Account Managers and Account Executives as needed while effectively operating in a remote environment.

• Utilize approved AI-enabled tools to enhance account planning, customer engagement, operational efficiency, and customer success outcomes.

⛳️ Requirements

• A bachelor's degree is required; an advanced degree is preferred.

• A minimum of 5 years of experience in account management, customer success, healthcare sales support, education program support, or similar client-facing roles.

• Proven experience in managing complex customer relationships, renewals, relicensing activities, contracts, or recurring revenue accounts.

• Demonstrated skills in consultative relationship management, presentation, facilitation, and strategic account planning.

• Ability to analyze account activities, utilization trends, operational metrics, and customer data to inform business decisions and enhance customer success.

• Strong communication skills, both written and verbal, along with excellent organizational, time management, prioritization, and follow-through abilities.

• Experience with Salesforce or similar CRM platforms is essential.

• Experience in cross-functional collaboration with Sales, Finance, Contracts, Product, Technical Support, Implementation, and Operations teams.

• Preferred experience in supporting healthcare, healthcare technology, SaaS, higher education, academic health systems, or healthcare education organizations.

• Strong customer relationship management skills and business acumen with a focus on customer retention.

• Capability to identify root causes, address complex customer issues, and proactively manage account health.

🏝️ Benefits

• 💻 Remote work/ Hybrid work

• 🩺 Medical, dental, vision, life, and disability insurance

• 📈 401K retirement plan; flexible spending and health savings account

• 🏝️ 15 days of paid time off + additional front-loaded personal days

• 🏖️ 14 company-recognized holidays + paid volunteer days

• 👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave

• 🌈 LGBTQ+ Health Services

• 🐶 Pet insurance

• 📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/