Customer Success Account Manager (EHR)

Be part of the team that is poised to transform the fight against cancer. Backed by the strength of a Fortune 8 company, our entrepreneurial organization develops technologies used by the oncology community to deliver evidence-based, personalized care, as well as insights used by biopharma companies to accelerate drug development and support the entire treatment journey. Our work powers informed decision-making at every pivotal moment in oncology, from the treatment options presented to patients to the operational considerations for oncology practices, to the design of clinical trials, to the commercial launch plans for new therapies.   

Role Overview

The position is responsible for managing all aspects of the technology relationship with our customers. The Account Manager develops, grows, and maintains his/her territory relationships and coordinates and collaborates with various business units within the company to ensure client requests are handled swiftly and successfully.  

Key Responsibilities

• The Account Manager specifically manages the day-to-day relationship of assigned clients in the support and use of iKnowMed G2 EHR, Lynx, CVP, Practice Insights, and Ontada Health. 

• The AM demonstrates current knowledge of all applications, along with an understanding of appropriate workflow and necessary practice support.  

• The Account Manager actively participates in the implementation process of accounts in their territory to help facilitate a clear transition from implementation to account management and to contribute to the success of both the implementation and the overall adoption of the technologies.  

• Supports and adheres to the McKesson Specialty Health Compliance Program, including the Code of Ethics and Business Standards.  

• Key responsibilities include building and developing customer relationships and working with sales partners, network counterparts, and other internal teams to nurture and grow those relationships. 

• Develops and maintains a territory business plan to strategically manage his/her territory. Provides day-to-day support, including but not limited to, post-go-live support, training and retraining needs, workflow review and optimization, implementing best practices, and providing program-related support.  

• Supports iKM G2 go-live to ensure a smooth transition from the Implementation phase of the project to Account Management.  

• Assist customers with the resolution of issues in an accurate and timely manner, providing the highest level of customer satisfaction. 

Minimum Requirement

• Degree or equivalent and typically requires 7+ years of relevant experience.

Critical Skills  

• 4+ years of specific systems experience within applications with iKnowMed. 

• EHR application knowledge and working experience, preferably with iKnowMed G2.  

• Excellent ability to build relationships, align and influence varied and diverse participants across all levels and functions to achieve requisite milestones  

• Knowledge and experience with healthcare operations, clinical, and/or financial systems (i.e. Practice Management Systems, EHR, Pharmacy Management Systems) 

Additional Skills 

• Strong organizational leadership skills with the ability to manage multiple priorities with tight and often competing deadlines 

• Familiarity with oncology practice day-to-day operations. Demonstrated outstanding communication skills (verbal, written, and presentation skills). Proficiency with MS Word, Excel, PowerPoint, and Teams.  

• Excellent ability to build relationships, align and influence varied and diverse participants across all levels and functions to achieve requisite milestones 

Travel:  

Up to 25% travel required