Account Manager

The Account Manager builds positive, productive and trusting relationships with a portfolio of clients, develops new business from existing clients and actively seeks out and identifies new opportunities. The Account Manager is responsible for developing strong relationships with client partners, connecting with key business executives and stakeholders and collecting information on how to best serve our clients. This person acts as a liaison with cross functional internal teams (including sales, project management and operations) to ensure timely and successful delivery of business solutions according to client needs. 

Responsibilities

•  Serves as the primary point of contact, providing assisting clients via phone, email and virtual meetings.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis by obtaining client feedback and working with management to recommend service improvements to strengthen client relationships.
• Develops innovative approaches to improve client service efficiency.
• Develops quality service programs and business strategies to ensure client retention and new business opportunities.
• Clearly communicates and provides project updates on a consistent basis to internal and external stakeholders about initiatives, strategy, adjustments, and progress, acts as primary contact for client inquiries and concerns.
• Schedules meetings and phone conferences between clients and management
• Directs, prepares and leads client facing meetings including onsite/virtual engagement debrief, monthly operating reviews and follow up action items; identifies client issues/needs, advocates and oversees resolution initiatives.
• Collaborates with project management team to ensure resource availability with client specific education sessions for large scale on-site/virtual engagements and promotional conference events; plans and identifies logistical needs, agendas, communication tracking, data collection, case samplings and post engagement follow up.
• Collaborates with sales team to identify and grow opportunities within territory and assist with challenging client requests or issues requiring escalation as needed.
• Monitors and analyzes customer usage of services according to contracted agreements and maintains a database of client service and communication documents.
• Responsible for working with the sales team to onboard and integrate new clients and developing existing client relationships
• Stays current in job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations
• Performs other duties as assigned

Qualifications

•  Proven experience as an Account Manager , Key Account coordinator, Sales coordinator or relevant role; Healthcare consulting experience preferred.
• Formidable organizational skills, ability to multi-task and manage various project elements simultaneously.
• Proven success in building and managing relationships with direct client contacts and high-level executives, providing the utmost professionalism and customer service.
• Demonstrates the ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and c-level; Healthcare experience preferred
• Utilize industry best practices, techniques, and standards − Knowledge of core hospital system departments/infrastructure helpful.
• Experience with CRM Software (i.e Salesforce, ZOHO CRM or Hubspot) and MS office suite (particularly Excel)
• Proven ability to juggle multiple account projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation and presentation abilities; strong written and verbal communication skills
• Ability to work independently, needing minimal supervision