Please note this is a remote opportunity, but you
"MUST" live in one of the following states to be considered:
AZ, CO, FL, GA, IL, IN, KS, KY, MD, MA, MO, NC, OH, OK, PA, TN, UT, VA, WIThe Strategic Account Manager is a relationship owner responsible for the long-term health, retention, and strategic expansion of Verisys's client partnerships. The Strategic Account Manager ensures high levels of satisfaction through proactive engagement, expert product knowledge, and meticulous contract management. They will manage complex escalations and collaborate with the Sales and Growth team to identify and execute upsell opportunities. The Strategic Account Manager must have excellent communication and customer service skills, be detail oriented and work well both independently and within a team environment.
Duties/Responsibilities:- Executes strategic quarterly or annual business reviews for our Top 50 clients
- Leads the end-to-end renewal process for existing clients, initiating engagement with SalesOps and Leadership at least 6 months prior to contract expiration
- Leverages regular client meetings to identify upsell opportunities and new service needs based on competitor activity and industry trends. Engages Sales to execute and close upsell deals
- Conducts comprehensive formal contract reviews to document terms, requirements and fees. Facilitates audits to ensure we're billing correctly and applying annual escalators, minimums, annual fees, pass-through fees, etc. Validates adherence to SLAs and service requirements and provides strategic recommendations for adjustments during the upcoming renewal period.
- Acts as the escalation point for tickets managed by Solution Services (Tier 1), ensuring a seamless transition from day-to-day requests to strategic resolution. Works with cross-functional teams to drive resolution and gather RCA and preventative action.
- Manages and prioritizes client enhancement requests
- Proactively requests and manages client volume forecasts on a monthly basis to support internal operations and staff planning.
- Identifies areas for product improvement for assigned customers/market and routes through the appropriate product feedback channels
- Ensures adherence to contractual SLAs and takes proactive action for at-risk SLAs
- Responds to client inquiries and provides updates within established timelines
- Completes monthly client health reporting and takes proactive action to improve at-risk client health
- Acts as a SME (subject matter expert) for assigned clients and markets by maintaining an understanding of client use cases, regulatory shifts and industry trends
- Collaborates with Sales and Implementations to create seamless transitions, consistent expectations and exceptional client experience at all points of the customer relationship
- Provides back up support for team members on PTO
- Trains new team members and cross-train existing team members, as needed
- Creates and updates complex process documentation
- Leads or participates in special ad-hoc projects
Required Skills/Abilities:- Exceptional written and verbal communication
- Advanced customer service, critical thinking and problem solving skills
- Ability to multi-task and work in a fast-paced environment while remaining detail oriented
- Experience communicating directly with Executive Leadership
- Ability to adapt to change and adhere to established team processes
Education/Experience:Required: - 5+ years account management experience
- Experience managing clients at both the business owner and executive levels
- Experience supporting contracting processes (renewals, addendums, amendments)
- Experience developing and delivering strategic presentations to executive-level stakeholders
- Advanced knowledge of Google Workspace and/or Microsoft Office Suite
- CRM experience (Hubspot, Salesforce, etc)
- Ticketing experience (Jira, Azure, etc)
- Bachelor's Degree or equivalent experience
Preferred: - Health care industry or technical account management background
- Sales experience
