Account Manager

📋 Description

• Establish and nurture robust relationships with client stakeholders, including operational leaders and executive sponsors such as CFOs, CHROs, and other high-level decision-makers.

• Act as the main point of contact and strategic relationship manager for designated accounts and territories.

• Enhance customer retention, facilitate contract renewals, process change orders, and drive cross-sell, upsell, and overall revenue growth within assigned accounts.

• Formulate and implement strategic account plans, encompassing stakeholder mapping, risk management, adoption strategies, and identification of whitespace opportunities.

• Conduct regular client interactions, including business reviews, operational reviews, and executive business reviews (EBRs), aimed at customer outcomes and fostering long-term partnership growth.

• Collaborate with clients to comprehend their business objectives, operational challenges, and shifting priorities to ensure alignment with Smartlinx solutions and services.

• Observe customer health, proactively identify risks, and mobilize internal resources to resolve issues and enhance customer satisfaction.

• Work alongside Professional Services, Support, Product, and other internal teams to facilitate successful implementations, adoption, and ongoing customer engagement.

• Keep precise forecasting for retention and expansion opportunities, including GRR and NRR performance metrics.

• Prepare and deliver reports, insights, trends, action plans, and account updates to both clients and internal leadership.

• Ensure accurate and timely maintenance of account activities, opportunities, contracts, and customer updates within CRM systems.

• Advocate for customers internally, assisting in driving process improvements, product feedback, and overall customer experience initiatives.

• Contribute to the continual enhancement of customer lifecycle processes, engagement strategies, and account management best practices.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience preferred.

• 7+ years of experience in Account Management, Customer Success, Client Services, SaaS, healthcare technology, or similar customer-facing roles.

• Proven track record in managing and expanding complex customer relationships, including renewals, retention, expansion, and engagement with executive stakeholders.

• Excellent communication and presentation abilities, with a knack for building credibility among both operational users and senior executives.

• Demonstrated capability in managing multiple priorities, navigating complex customer environments, and achieving measurable customer outcomes.

• Experience in leading strategic account planning, executive business reviews (EBRs), and customer success initiatives.

• Comfortable collaborating cross-functionally across Sales, Product, Professional Services, Support, and Leadership teams.

• Proficiency in using CRM platforms such as Salesforce or similar systems is required.

• Strong analytical and problem-solving skills, with the ability to analyze customer data, identify trends, and formulate actionable plans.

• Experience in the healthcare, workforce management, or SaaS industry is highly preferred.

• Ability to work independently while positively contributing within a collaborative, fast-paced environment.

🏝️ Benefits

• Medical

• Dental

• Vision

• FSA & HSA

• Life Insurance

• Pet Insurance

• 401(k)