Account Manager

Role Overview

• Develops relationships within strategic clients to drive services renewal, and increase revenue and customer satisfaction
• Manage a portfolio of clients ~$5MM in annual revenue
• Pursues relationships with potential new points of contact and identifies business opportunities to upsell services to current and new lines of business
• Drives retention and growth among clients by understanding their business needs and helping them succeed
• Maintains a cadence of communication with clients to ensure customer satisfaction and promote ongoing contract renewal for managed and campaign services
• Develops account plans complete with stakeholder mapping, services and solutions footprint and roadmap, opportunity and risk tracking
• Delivers QBRs to demonstrate the ROI and value proposition for ongoing managed services with a focus on the higher order business objectives of the client, and related KPI analysis
• Able to “tell the story” about how clients’ challenges were identified and resolved
• Build trusted partnerships with clients’ stakeholders to develop a reputation for problem solving and process improvement
• Partners with and advises internal teams on services improvements and suggestions based on client feedback
• Provides sales quotes and responds to requests for proposal, including SOW and Change Order contracting
• Independent and collaborative work responsibilities, which align with both Sales and Services Delivery departments
• Part of the Sales team as a resource responsible for bookings renewal and growth, and corresponding revenue
• Interfaces with Services Delivery team(s) and key stakeholders to understand project health and potential risks, develops and facilitates mitigation strategies, leads escalation management
• Provides input to strategic decisions that affect the functional teams supporting client engagements
• Other duties as assigned

Requirements

• 5+ years of experience supporting clients in an account management and/or customer success capacity, preferably in the Healthcare & Life Sciences industries
• Strong understanding of the Salesforce platform including but not limited to the Marketing Cloud suite, Data Cloud, and CRM
• Natural problem-solver: comfortable with complexity and ambiguity
• Experience motivating functional teams including technical and production teams
• Demonstrated knowledge and experience actively working with clients and internal solutions engineering and delivery teams to deliver valuable platform solutions for clients
• Salesforce certification(s) preferred

Tech Stack

• Cloud

Benefits

• Competitive salary and performance-based incentives
• Comprehensive benefits package, including health, dental, and vision insurance
• Opportunities for professional development and career growth
• A collaborative and inclusive work environment