Strategic Account Manager

In Some Jobs You Take Orders. In This One, You Write History.

Join the healthcare information technology team that’s turning drug and medical device data into knowledge used by thousands of hospitals; the majority of U.S. health plans, retail pharmacies, and pharmacy benefit managers; and millions of healthcare decision makers throughout the world. Partnering with our information system developer and healthcare institution customers, you’ll help evolve leading-edge thinking into reality and make a measurable difference in improving human health.

We’re looking for people who are : Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference. Innovative. Energized. And want to play an essential role in a successful company’s continued growth.

Are you ready for this exciting challenge?

The First Databank (FDB) is currently seeking a Strategic Account Manager in the Customer Operations department. The Strategic Account Manager (SAM) is responsible for managing and expanding relationships with key accounts, ensuring customer success through proactive engagement, and achieving growth and retention goals. This role requires a strategic mindset, exceptional communication skills, and the ability to align customer needs with FDB Health’s solutions.

Position will be based out of the San Francisco, CA or Indianapolis, IN office.

Responsibilities :

Develop and execute strategic account plans to achieve revenue growth and expansion goals

Identify upselling and cross-selling opportunities within assigned accounts

Collaborate with internal teams to deliver tailored solutions that meet customer objectives

Monitor account performance, ensuring alignment with growth and portfolio targets

Build strong, trusted relationships with key stakeholders and decision-makers within assigned accounts

Collaborate with customers to showcase success stories through testimonials, case studies, and advocacy initiatives

Facilitate regular Executive Business Reviews (EBRs) to align on strategy and share progress

Partner with customers to drive adoption of FDB Health’s products, ensuring full utilization and value realization

Analyze usage and provide actionable insights to enhance product engagement and outcomes

Serve as a subject matter expert, guiding customers through best practices and new feature rollouts

Proactively manage customer satisfaction, addressing any issues or concerns before they escalate

Achieve high renewal rates by demonstrating ongoing value and aligning solutions with customer goals

Monitor and improve Customer Satisfaction Scores (CSAT) and Net Promoter Scores (NPS)

Required Skills :

Deep understanding of the provider hospital market, specifically Epic and MEDITECH ecosystems.

Familiarity with Electronic Health Records (EHRs) and clinical workflows

Understanding of medication decision support systems, formulary management, and clinical decision support (CDS) tools.

Experience with other healthcare technologies or vendors is highly desirable (e.g., Cerner, Allscripts, or payer-side systems).

Familiarity with value-based care initiatives and healthcare quality metrics (e.g., HEDIS, MACRA, MIPS).

Excellent verbal and written communication skills to convey complex information clearly

Ability to tailor messaging for diverse audiences, from IT professionals to clinical users

Strong presentation skills for client demos, business reviews, and strategic planning sessions

Demonstrated ability to identify upsell and cross-sell opportunities to drive revenue growth within existing accounts

Strong negotiation skills to manage contract renewals and expansions

Capability to align FDB solutions with the strategic goals of provider organizations

Required Experience :

5 years of experience in account management, customer success, or related roles, preferably in SaaS, healthcare, or technology

Proven success in managing complex customer relationships and achieving revenue goals

Strong analytical skills and the ability to derive insights from data to drive strategy

Exceptional interpersonal and communication skills, with the ability to influence and build trust

Experience with CRM tools like Salesforce / Gainsight to manage account activities and pipeline

Proficiency in Microsoft Office Suite and collaboration tools like Teams, Zoom, and Slack

About FDB :

FDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions. With thousands of customers worldwide, FDB enables our information system developer partners to deliver valuable, useful, and differentiated solutions. We offer more than three decades of experience in transforming medical knowledge into actionable, targeted, and effective solutions that help improve patient safety, operational efficiency, and healthcare outcomes. For a complete look at our solutions and services, please visit www.fdbhealth.com or follow us on LinkedIn (https : / / www.linkedin.com / company / first-databank) .

We value Integrity, Respect, Responsibility, Teamwork, and Creativity. Our offices in South San Francisco and Indianapolis have been awarded with Top Workplaces honors by The Bay Area News Group and the Indy Star, since 2016 (the Top Workplaces honors are based solely on the results of an employee feedback survey by a leading research firm that specializes in organizational health and workplace improvement). FDB offers competitive salaries and extensive benefits – including medical, dental, vision, long term disability, life insurance, and matching 401k.

We are an Equal Employment / Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at careers@fdbhealth.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please visit EEO is the Law (https : / / www.eeoc.gov / sites / default / files / migrated_files / employers / poster_screen_reader_optimized.pdf#xd_co_f=Yzg4ZDgxMTAtOWM4MS00MWQxLTg2ZTctOTU0ZTU1N2MxNzQ2~) , EEO is the Law Supplement (https : / / www.eeoc.gov / sites / default / files / migrated_files / employers / eeoc_gina_supplement.pdf) , Pay Transparency (https : / / www.dol.gov / sites / dolgov / files / OFCCP / pdf / pay-transp_ English_formattedESQA508c.pdf) , and FDB EEO / AA Statement (https : / / www.fdbhealth.com / ~ / media / documents / form-not-required / us / hr / fdb-equal-employment-opportunity-policy-statement-2021#xd_co_f=Yzg4ZDgxMTAtOWM4MS00MWQxLTg2ZTctOTU0ZTU1N2MxNzQ2~) .

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in San Francisco, CA. The reasonable estimate, if hired in San Francisco, is $118,000.00 – $155,000.00. Please note this information is specific to those hired in location. If this role is open to candidates outside of location, the salary range would be aligned to that specific location. A final decision on the successful candidate’s starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.

This role is also eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending savings account; paid holidays; paid time off; employee assistance program; and other company benefits. Learn more about our benefits here.

Salary : $118,000 - $155,000