Account Manager

Job Title: Account Manager

Location: Remote

Summary: The primary responsibility of the Account Manager is to manage the needs of dedicated accounts by acting as a client advisor and advocate. This is a crucial role that strengthens the partnership between the company and client and to retain and grow revenue. Account Managers work closely with internal Sales, Customer Support, Training/Quality, Operations, Solutionists, IT and Implementation teams, collaborating on product/service solutions and problem resolution, as needed. The responsibilities of the account management role include, but are not limited to, regular and consistent client communications, setting proper client expectations, preparing and delivering meaningful Business Reviews with key contacts, developing creative solutions for client concerns and needs, introducing available tools and solutions to meet client objectives, and effectively executing on promised deliverables. The Account Manager reports directly to the Senior Director of Customer Success.

Responsibilities:

This individual will work directly with CareXM clients and internal teams to retain and grow key accounts.

• Responsible for retention and overall relationship management for an assigned number of accounts
• Account planning that maps out a path for high customer satisfaction, revenue growth and client referrals
• Work closely with home health and hospice professionals, having familiarity with clinical terms processes and procedures
• Deep knowledge and understanding of all products, tools and services offered by CareXM
• Deep understanding of all internal programs and technology systems used to fulfill job responsibilities
• Act as a trusted advisor and advocate, leading with empathy always
• Occasional travel to support client relationships and/or sales team (currently on hold)
• Prepare and deliver informed Business Reviews using internal systems, engaging with key stakeholders at every level within the organization
• Coordinate and collaborate with multiple internal teams (Sales, Clinical, IT, Implementations, etc.) to ensure overall solid and consistent delivery of service to clients
• Act as liaison between clients and internal teams
• Lead and facilitate resolution of any client issue, change or enhancement
• Proactively work with clients to introduce and implement enhancements of services, when applicable
• Create meeting agendas, document meeting notes and client communications and develop creative solutions within a set scope of available options
• Communicate effectively with all internal teams regarding client changes and/or updates
• Frequent and effective contact with clients, particularly during periods of implementing upgrades/changes to account
• Operate as a subject-matter expert (SME) for best practices and policies, at all times
  
  
  

Qualifications:

• Bachelors’ Degree with 4+ years of account management or a combination of sales/account management/customer success experience
• Healthcare experience preferred; Home Health & Hospice experience desired
• Strong relationship development and management skills
• Complete accountability and ownership over set of accounts
• Experience utilizing strategic account management practices
• Excellent communication skills (oral, written & presentation)
• Ability to quickly learn key characteristics of new products/solutions and communicate the value of those solutions to customers
• Excellent problem resolution skills
• Ability to develop and maintain relationships with C-Level executives
• Ability to establish oneself as a trusted advisor
• Ability to lead a diverse group in addressing customer needs
• Highly motivated and results-oriented
  
  
  

Full-Time Benefits

• Health insurance
• Flex Spending/Health Savings Accounts
• Dental Insurance
• Vision insurance
• Short Term Disability
• A Day of service (8 hours to volunteer in addition to earned PTO)
• Paid training
• Paid time off
• 401(k) plan
• Life insurance
• Employee assistance program
  
  
  

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Military friendly, and Veterans are encouraged to apply!