Strategic Account Delivery Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

• Manage strategic customer relationships throughout the entire customer lifecycle.

• Establish trusted connections with executive, clinical, operational, and technical stakeholders.

• Gain insight into customer priorities, operating environments, and success metrics.

• Create account plans, stakeholder maps, governance frameworks, and communication schedules.

• Facilitate customer meetings, executive reviews, and strategic planning discussions.

• Assess account health and proactively identify and address risks, gaps, and opportunities.

• Assist in customer retention, renewals, and suitable account growth.

• Oversee implementations from pilot planning and integration through to launch, adoption, and ongoing delivery.

• Convert customer requirements into actionable plans, milestones, responsibilities, and success criteria.

• Coordinate efforts across customer teams and Keebler Health’s sales, product, engineering, clinical, and operational divisions.

• Manage timelines, dependencies, risks, issues, decisions, and changes effectively.

• Identify issues early, establish mitigation strategies, and escalate as needed.

• Conduct hands-on data gathering, including roster specifications, system access, file transport, and EHR and data-source needs.

• Define and monitor success metrics linked to clinical, operational, and financial outcomes.

• Promote adoption across multi-practice accounts with diverse user and stakeholder groups.

• Recognize discrepancies between anticipated and actual value and lead initiatives to address them.

• Communicate progress, outcomes, risks, and priorities to both customers and internal teams.

• Contribute to the development of repeatable implementation and account management processes.

⛳️ Requirements

• Proven experience in strategic account management, customer success, implementation, professional services, or program delivery.

• A strong history of leading complex software implementations from planning to adoption.

• Exceptional project management skills with a keen eye for detail.

• Credibility with senior customers and the ability to lead challenging conversations confidently.

• Capacity to coordinate both technical and non-technical teams without direct authority.

• Strong written, verbal, and executive-level communication abilities.

• Commercial awareness, particularly in supporting retention, renewals, or expansion efforts.

• Preferred experience in healthcare technology, enterprise SaaS, or regulated industries.

• Comfortable working in a fast-paced or rapidly evolving environment.

• Proficient in utilizing LLMs and AI tools to eliminate friction and enhance capacity.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional growth and development.

• A collaborative and supportive team culture.

• An opportunity to make a significant impact in the healthcare sector.