VP, Commercial Account Management

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

📋 Description

• Formulate and implement an account management strategy that aligns with TriNetX's commercial objectives.

• Enhance net revenue retention and growth within the existing customer base, focusing on renewal and growth forecasting as well as upselling, cross-selling, and renewal opportunities.

• Manage the renewal timeline and develop a multi-year contract strategy in collaboration with Finance, Legal, and Sales.

• Maintain account health, client satisfaction, NPS, retention, and engagement throughout the portfolio.

• Ensure clients derive measurable value from the TriNetX platform and real-world data.

• Establish senior-level relationships with key clients and act as the escalation point for significant accounts and critical matters.

• Collaborate with Sales and Account Management on strategic account planning and joint go-to-market strategies.

• Lead, coach, mentor, and expand a team of Account Managers and their supporting roles.

• Work closely with Product, Data, Client Delivery, Research Services, and Customer Support to address client needs and priorities.

• Provide retention, renewal, and expansion forecasts, along with performance and risk reports to executive leadership.

• Develop standardized processes, tools, and reporting for account management, utilizing data and analytics to enhance strategies.

• Ensure adherence to company policies, contractual commitments, and compliance with HIPAA and GDPR regulations.

• Keep abreast of industry trends in real-world data, artificial intelligence, and the regulatory acceptance of real-world evidence.

⛳️ Requirements

• Bachelor's degree in Business, Life Sciences, or a relevant field.

• Over 15 years of experience in account management or client success, preferably in life sciences or healthcare technology, including at least 3 years of leading an account management or customer success team.

• Extensive experience directly managing a team of 6 or more Account Managers, including conducting regular one-on-one meetings, coaching, and performance management.

• Strong knowledge of real-world data, healthcare analytics, and dynamics within the pharmaceutical industry.

• Proven success in driving revenue growth from established accounts and enhancing net revenue retention.

• Demonstrated ability to improve account health, client satisfaction, NPS, and retention, along with strong executive-level relationships with key client stakeholders.

• Experience fostering alignment between Sales and Account Management regarding strategic account planning.

• Skilled in managing renewals, multi-year contracts, and expansion forecasting within a recurring-revenue (SaaS, data, or services) business model.

• Background in talent development, succession planning, and recruitment.

• Outstanding communication, strategic thinking, and operational management abilities.

• Capable of thriving in a fast-paced, global organization; willingness to travel as required.

• Familiarity with healthcare data privacy and compliance standards, such as HIPAA and GDPR, is preferred.

• Knowledge of clinical development, clinical trial feasibility and recruitment, or real-world evidence use cases is preferred.

• Experience in scaling an account management organization within a data, SaaS, or analytics business is preferred.

• Proficiency with CRM and customer success tools, along with data-driven methods for account health and forecasting, is preferred.

🏝️ Benefits

• Variable pay: commission or corporate bonus (role dependent)

• Equity

• Health, Dental, and Vision insurance

• Dependent Care Flexible Spending Account

• Health Savings Account with employer contributions

• Unlimited vacation and paid sick days

• Life insurance

• Short-term and long-term disability

• 12 weeks paid parental leave

• Pet insurance

• 401k plan