About This Role:The Key Account Manager-CMD is responsible for the launching, maintenance, retention, and growth in iRhythm's innovative commercial markets. This position is responsible for launching, cultivating, and sustaining long-term customer relationships, as well as ensuring KPIs are being met. Proactively deliver value services to support customers, and advocate internally for the solutions required to drive business outcomes, working across internal teams such as Marketing, Customer Care, and Clinical Operations. Act as the primary point of contact for customers when escalations and support intervention are required.
Specific job responsibilities include:
- Manage the complex, large- scale onboarding of 100+ accounts simultaneously, overseeing project timelines and collaborating with both internal and external stakeholders to streamline processes and improve operational efficiency.
- Develop expertise in complex and innovative business models, collaborating with directors to devise and execute strategic plans that drive long-term value creation.
- Lead and contribute to high-level meetings with executives and C-suite leaders, facilitating strategic discussions and decision-making.
- Serve as the primary representative for assigned accounts, ensuring seamless communication and satisfaction.
- Strategic partner to iRhythm Commercial Market Development team to ensure initial and ongoing success of customers and patients within our large account segment.
- Provide proactive continuous evaluation of processes and procedures. Responsible for suggesting new methods to streamline operations through improved processes and additional technology
- Serve as primary lead for training material/schedule/rollout of the Zio Service during multi-site wide launch
- Manage internal and external stakeholder and project communication (includes updates to leadership, stakeholder alignment on project scope and milestones, and escalation of issues and risks)
- Engage with cross functional partners and internal teams as Project Manager during launch phase to ensure timelines and volume targets are met.
- Organizes project activities and interdepartmental meetings; ensures communication facilitates completion of the program/project on schedule and successfully
- Understand and communicate how goals fit into broader organizational goals, and prioritize tasks/schedule accordingly
- Sole point of contact for the Zio Service- from day to day issue resolution/communication with Practice Managers to driving growth and new initiatives with C- Suite
- Lead and facilitate customer meetings and quarterly business reviews with Directors, VPs, and C-Suite, (internal and external)
- Lead change within internal systems to follow the Think Bigger, Go Faster approach
- Customer/Account performance - Acting as a strategic business partner identifying opportunities for improvement in the health and wellness of assigned accounts.
- Serve as primary point of contact for iRhythm internal teams regarding assigned customers. Liaison with key stakeholders in billing, clinical operations, legal, finance, inventory and customer care to ensure efficient account performance.
- Provide customer training on iRhythm toolset (ZioSuite, MyZio, etc.)
- Ensure timely resolution of customer issues
- Ability to understand customer workflow, make recommendations to improve performance, and leverage iRhythm expertise as necessary.
- Attend and support key customer meetings and quarterly business reviews (CMD team and customer meetings).
- Soley assigned to large, complex, highly visible and strategic accounts.
- Travel to and conduct account management initiatives as needed.
- Establish and maintain strong relationships with accounts and internal sales organization.
- Monitor and communicate key performance trends across assigned accounts. Work to develop action plans to improve account performance.
- Active member / leader of special and ongoing projects that are important to customer and iRhythm's success.
About you:- 3 - 7 years of proven experience, with at least 3 years in account management/customer success.
- Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Customer Success Manager.
- Exceptionally collaborative, highly responsive, flexible and adaptive when working with customers and various teams within iRhythm.
- Must be self-directed and proactive.
- Consistently demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
- Ability to make key decisions with little supervision- always keeping in mind what is best for our organization, our customers, and our patients
- Proven understanding of how to apply key measurements to drive commercial development
- Ability to multi-task and prioritize in a fast-paced environment.
- Proficiency with tools commonly used in a business environment including customer relationship management (Salesforce), reporting and Microsoft Office.
- Strong analytical skills with the ability to identify trends and present information in a succinct and actionable manner.
- Bachelor's degree required
- Must be willing to travel up to 20%.
Location:Remote - US
Actual compensation may vary depending on job-related factors including knowledge, skills, experience, and work location.
Estimated Pay Range$103,000.00 - $134,000.00
