[Remote] Strategic Account Manager
Note: The job is a remote job and is open to candidates in USA. Verisys transforms provider data and relationship management, and they are seeking a Strategic Account Manager to ensure the long-term health and retention of client partnerships. This role involves managing escalations, conducting business reviews, and identifying upsell opportunities while maintaining high levels of client satisfaction.
Responsibilities
- Executes strategic quarterly or annual business reviews for our Top 50 clients
- Leads the end-to-end renewal process for existing clients, initiating engagement with SalesOps and Leadership at least 6 months prior to contract expiration
- Leverages regular client meetings to identify upsell opportunities and new service needs based on competitor activity and industry trends. Engages Sales to execute and close upsell deals
- Conducts comprehensive formal contract reviews to document terms, requirements and fees. Facilitates audits to ensure we’re billing correctly and applying annual escalators, minimums, annual fees, pass-through fees, etc. Validates adherence to SLAs and service requirements and provides strategic recommendations for adjustments during the upcoming renewal period
- Acts as the escalation point for tickets managed by Solution Services (Tier 1), ensuring a seamless transition from day-to-day requests to strategic resolution. Works with cross-functional teams to drive resolution and gather RCA and preventative action
- Manages and prioritizes client enhancement requests
- Proactively requests and manages client volume forecasts on a monthly basis to support internal operations and staff planning
- Identifies areas for product improvement for assigned customers/market and routes through the appropriate product feedback channels
- Ensures adherence to contractual SLAs and takes proactive action for at-risk SLAs
- Responds to client inquiries and provides updates within established timelines
- Completes monthly client health reporting and takes proactive action to improve at-risk client health
- Acts as a SME (subject matter expert) for assigned clients and markets by maintaining an understanding of client use cases, regulatory shifts and industry trends
- Collaborates with Sales and Implementations to create seamless transitions, consistent expectations and exceptional client experience at all points of the customer relationship
- Provides back up support for team members on PTO
- Trains new team members and cross-train existing team members, as needed
- Creates and updates complex process documentation
- Leads or participates in special ad-hoc projects
Skills
- Exceptional written and verbal communication
- Advanced customer service, critical thinking and problem solving skills
- Ability to multi-task and work in a fast-paced environment while remaining detail oriented
- Experience communicating directly with Executive Leadership
- Ability to adapt to change and adhere to established team processes
- 5+ years account management experience
- Experience managing clients at both the business owner and executive levels
- Experience supporting contracting processes (renewals, addendums, amendments)
- Experience developing and delivering strategic presentations to executive-level stakeholders
- Advanced knowledge of Google Workspace and/or Microsoft Office Suite
- CRM experience (Hubspot, Salesforce, etc)
- Ticketing experience (Jira, Azure, etc)
- Bachelor's Degree or equivalent experience
- Health care industry or technical account management background
- Sales experience
Company Overview