Account Manager

Collabrios delivers purpose-built software solutions that unify the entire care journey. By combining deep industry expertise with cutting-edge technology, we empower care providers to streamline operations while delivering exceptional care. From PACE programs to government agencies, our integrated technology infrastructure supports the full spectrum of care delivery. 

Job Overview

The Account Manager serves as the primary advocate for client accounts, ensuring high-quality customer care while identifying opportunities to support revenue protection and account retention. AMs maintain strong client relationships, understand client needs, and escalate service enhancements or upselling opportunities to the sales team when appropriate. While this role does not have sales quotas, AMs must be skilled in active listening and client engagement to ensure account stability and long-term success.

Key Responsibilities 

• Client Relationship Management: Act as the primary point of contact for assigned accounts, ensuring exceptional service and satisfaction.
• Client Understanding: Understand client needs, goals, and challenges to foster strong, long-term relationships.
• Internal Advocacy: Advocate for client needs internally by communicating feedback to relevant teams and driving improvements.
• Issue Resolution: Serve as a liaison between clients and internal teams for issue resolution and proactive support.
• Client Interaction Records: Maintain accurate records of client interactions and feedback.
• Business Reviews: Conduct monthly business reviews and regular calls with customers to assess needs, discuss performance, and identify areas for improvement.
• Revenue Protection: Identify potential risks to account retention and proactively address client concerns.
• Client Engagement: Maintain engagement to prevent churn and ensure revenue stability.
• Upsell Escalation: Recognize opportunities where additional products or services may provide value and escalate them to sales.
• Client Insights: Provide insights into client usage trends and satisfaction to strengthen account longevity.
• Risk Management & Problem Solving: Identify and address potential risks impacting client satisfaction or account longevity.
• Collaboration on Solutions: Collaborate with internal teams to develop client-aligned solutions.
• Data Analysis: Analyze client reports, usage patterns, and KPIs to identify inefficiencies and recommend process improvements.
• Data Interpretation: Interpret and manipulate data to provide actionable insights for leadership and clients.
• Reporting Tools: Utilize reporting tools to track client performance, measure outcomes, and drive efficiencies.
• Operational Improvements: Assist clients in identifying operational inefficiencies and implementing strategic improvements.
• Cross-Functional Collaboration: Work closely with internal teams, including Client Success, Sales, Operations, and Product, to ensure seamless client support.
• Escalation Management: Act as the first point of escalation for client concerns, ensuring timely resolution.
• Strategic Discussions: Participate in account reviews and strategic discussions to enhance client engagement and retention.
• Structured Client Meetings: Facilitate structured client meetings, including monthly business reviews to assess key metrics and client objectives.
• Process Improvement: Stay informed on industry trends, company offerings, regulatory changes, and competitor insights.
• Internal Development: Contribute to process improvements that enhance client experience and operational efficiency.
• Training & Knowledge: Leverage internal training and resources to stay updated on best practices and company policies.
• Healthcare Industry Knowledge: Develop an understanding of revenue cycle management and TPA and how it impacts client operations.
• Performance Reporting: Monitor and analyze key performance indicators (KPIs) related to client engagement, retention, and satisfaction.
• Leadership Reporting: Provide leadership with insights and reports to support continuous improvement.
• Data Visualization: Utilize data visualization tools to present findings and make recommendations.
• Financial Performance Monitoring: Regularly assess client financial performance, operational efficiency, and compliance metrics to drive strategic improvements.

What You Bring

Required

• Bachelor’s degree in Business, Marketing, Communications, or a related field (preferred)
• 2+ years of experience in account management, client services, or a related role
• Strong communication, problem-solving, and relationship-building skills
• Ability to actively listen, identify client needs, and escalate potential service expansions
• Comfortable working in a fast-paced, client-focused environment
• Ability to manage multiple client priorities while maintaining a high level of service
• Experience with CRM tools, customer engagement platforms, or project management software (preferred)

Bonus Points if you have:

• Experience with JIRA Help Desk for issue tracking and documentation
• Proficiency in Microsoft Teams for internal collaboration and client communication
• Familiarity with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Experience working with TPA or RCM tools, financial analytics, and performance dashboards
• Knowledge of PACE (Program of All-Inclusive Care for the Elderly), Medicare, and Medicaid programs
• Experience working with Electronic Health Records (EHR) systems
• Familiarity with healthcare compliance, regulatory requirements, and reimbursement structures

What We Offer
At Collabrios Health, we’re committed to fostering a workplace that supports your well-being, growth, and ability to make a meaningful impact. Here’s what you can expect when you join our team:

• A connected, virtual-first culture with a collaborative, mission-driven team
• Competitive health benefits, including medical, dental, and vision coverage
• 401(k) with company contribution
• Generous paid time off, including 15 PTO days, 2 floating holidays, and 6 sick days
• Flexibility and trust—we empower our team to manage their schedules and work in ways that support their lives
• Opportunities for learning, mentorship, and professional development
• A values-driven environment where diverse perspectives are welcomed and purpose guides our work

We’re committed to building a diverse and inclusive workplace.
Collabrios is an equal opportunity employer. We welcome candidates from all backgrounds, identities, and experiences. If you’re excited about this role but your experience doesn’t align perfectly with every qualification, we encourage you to apply anyway. You may be the right candidate for this or other roles.