Key Account Manager

Role Overview

• Serve as the primary relationship owner for a defined portfolio of large, complex healthcare systems.
• Build and sustain trusted relationships with executive, clinical, operational, IT, and financial stakeholders.
• Act as a consistent, knowledgeable point of contact who understands each customer’s structure, priorities, and operating model.
• Maintain ongoing visibility into account engagement, satisfaction, and overall health.
• Proactively coordinate conversations, follow-ups, and touchpoints to ensure customers feel supported and valued.
• Develop thoughtful, account-specific engagement plans focused on stability, value realization, and long-term partnership.
• Lead continuous discovery to understand customers’ technology strategies, operational priorities, and constraints.
• Maintain an informed view of each account’s future-state direction, even when near-term change is not planned.
• Ensure internal teams remain aligned to customer realities and longer-term opportunities.
• Help customers maximize value from existing solutions through ongoing dialogue, workflow understanding, and best-practice alignment.
• Facilitate periodic business reviews and executive conversations focused on outcomes, impact, and partnership.
• Capture structured customer feedback and translate insights into actionable input for Product, Sales Leadership, and Strategy teams.
• Partner closely with Sales, Customer Support, Product, and Accounting to deliver a seamless account experience.
• Work with the Accounting team on invoicing questions, contract alignment, and financial coordination to ensure clarity and consistency for customers.
• Coordinate internal resources thoughtfully, without creating unnecessary pressure or friction for customers.
• Serve as an internal advocate and subject-matter expert on enterprise on-premise customer needs.

Requirements

• Bachelor’s Degree in relevant field
• 5-8 years of experience in enterprise account management within hospital or healthcare software environments
• Proven track record of managing large Regional IDNs or complex health systems
• Deep understanding of hospital IT ecosystems, clinical workflows, and enterprise processes
• Experience operating in a competitive, multi-vendor healthcare technology environment
• Strong executive presence and credibility with senior customer stakeholders
• Highly consultative, relationship-driven approach with excellent judgment
• Proficient using Salesforce, Microsoft Excel, Microsoft PowerBI
• Ability to travel 30% required

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Remote work options