Client Manager

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

📋 Description

• Act as the main liaison for a designated portfolio of health system clients following implementation.

• Build and sustain executive-level relationships with essential stakeholders, including CNOs, COOs, and VP-level operational leaders.

• Facilitate structured business reviews and strategic touchpoints that align TeleTracking utilization data with client strategic goals.

• Proactively detect and escalate client risk indicators before they escalate into retention challenges.

• Monitor utilization metrics and workflow compliance across client accounts; initiate corrective measures when adoption levels fall short.

• Collaborate with clients to uncover unrealized value from current TeleTracking modules and create structured adoption roadmaps.

• Convert clinical and operational objectives into measurable TeleTracking use cases with established KPIs.

• Document and relay client outcomes to strengthen renewal and expansion discussions.

• Take ownership of renewal responsibilities for your portfolio; predict renewal risks and update leadership on pipeline status at regular intervals.

• Identify and assess expansion opportunities, including additional modules, sites, or enterprise agreements.

• Collaborate with Sales and Strategic Accounts on upsell and cross-sell initiatives; provide relevant client context that speeds up commercial decisions.

• Keep precise account health records and opportunity tracking in Salesforce.

• Coordinate the resolution of intricate client issues by engaging appropriate internal resources (Clinical, Support, Services, Product, and Engineering) with clear ownership and timelines.

• Act as a client advocate internally while maintaining credibility as a trusted advisor externally.

• Manage escalations using a structured and documented approach; include defined problem statements, accountability matrices, resolution milestones, and post-mortem summaries.

• Maintain comprehensive and up-to-date account documentation—stakeholder maps, health scores, open issues, contract details—accessible to all internal teams.

• Work closely with Implementation and Delivery teams during transitions to ensure continuity of client context and committed outcomes.

• Provide organized feedback loops to the product team regarding client-reported gaps, friction points, and feature requests.

⛳️ Requirements

• Over 5 years of experience in a client-facing position within healthcare IT, health system operations, or a closely related field (implementation, account management, or clinical informatics).

• Proven experience managing complex enterprise accounts with multiple stakeholders across various seniority levels.

• Track record of ownership and achievement of retention or expansion goals.

• Proficient in CRM platforms (Salesforce preferred) and executive-level reporting.

• Excellent written and verbal communication skills; capable of presenting to C-suite audiences with clarity and assurance.

• Ability to analyze operational and utilization data and translate it into actionable client-facing insights and plans.

🏝️ Benefits

• Employee medical/dental/vision premiums covered 100% - family members without coverage for medical 100% - minimal cost for dependents on dental and vision, starting from day one!

• Life and AD&D insurance.

• Flexible Spending Accounts: Medical, Dependent Care, and Transportation.

• 401 (k) Retirement Savings plan.

• Tuition Reimbursement.

• Paid Military Leave (up to 6 months of base salary while on military leave).

• Paid Time Off.

• Paid parental leave.