Responsibilities

Job description

A Strategic Account Director is responsible for driving long-term growth and success within a portfolio of strategic, high-value customer accounts. This role serves as a trusted advisor, providing strategic guidance, support, and knowledge resources to help customers achieve their business objectives and improve patient care through effective use of our products and services.

Our Strategic Account Directors build and execute account strategies that align customer goals with company growth objectives, resulting in high customer retention, expansion, and long-term partnership value. This role requires deep product and industry expertise, strong business acumen, and the ability to cultivate executive-level relationships. The Strategic Account Director is also responsible for acting as a liaison between the customer and internal teams, advocating for the customer while identifying opportunities to expand the relationship and drive continuous improvement in our offerings.

Job requirements

• Account Strategy & Planning: Develop and execute strategic account plans for a portfolio of accounts, aligning customer objectives with long-term growth opportunities.
• Executive Relationship Management: Build and maintain trusted relationships with senior stakeholders and executive sponsors within customer organizations.
• Revenue Growth & Expansion: Partner with Sales to identify and pursue upsell, cross-sell, and expansion opportunities to maximize customer lifetime value.
• Renewal Management: Partner with Sales on the renewal process for assigned accounts, proactively mitigating churn risk and securing long-term contract commitments.
• Customer Advocacy: Act as the voice of the customer within the company, communicating feedback to relevant internal teams and driving solutions to strategic account needs.
• Product & Industry Expertise: Maintain deep knowledge of the company's product/service portfolio and industry trends to advise customers on best practices and value realization.
• Risk Management: Identify at-risk accounts and lead cross-functional efforts to resolve issues and protect the relationship.
• Business Reviews: Lead and document periodic Business Reviews, presenting account performance, value delivered, and forward-looking strategy to key stakeholders.
• Cross-Functional Coordination: Serve as the primary liaison between the customer and internal teams-sales, services, product, and support-for all matters related to assigned accounts.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.

Minimum Qualifications, Education and Experience

• 5+ years of experience in a Strategic Account Manager, Key Account Manager, or similar strategic sales/account management role, ideally in an MSP environment, technology, or health care setting
• Bachelor's degree in Business Administration, Marketing, Healthcare, or a related field (or equivalent practical experience, including clinical/radiology background)
• Proven track record of managing and growing complex, high-value customer accounts
• Strong executive presence with demonstrated experience building relationships at the VP/C-suite level
• Demonstrated ability to identify growth opportunities and partner with Sales to close expansion and renewal business
• Excellent negotiation, communication, and presentation skills
• Proficiency with CRM and account planning tools; comfortable using data to inform account strategy
• Strong business acumen and strategic thinking, with the ability to translate customer goals into actionable account plans
• Ability to manage multiple complex accounts while prioritizing effectively
• Experience collaborating cross-functionally with Sales, Services, and Product teams
• Strong relationship-building skills and attention to detail
• Ability to work independently (home office) and as part of a team
• Ability to travel domestically, and internationally as needed

Preferred Qualifications

• Experience in Healthcare and/or Healthcare IT
• Understanding of radiology workflow
• Familiarity with Salesforce CRM, Microsoft Suite, Healthcare Applications/Products

Travel

This position requires domestic and international travel of approximately 25-50%.

Working Environment

Remote. This position is not eligible for visa sponsorship.

Salary Range-Dependent Upon Experience:

$120,000-160,000

Remote

• Somerville, Massachusetts, United States

$120,000 - $160,000 per year

Service and Delivery