Job Overview:As the SVP of Client Account Management, you will play a strategic leadership role in driving the success and growth of our client relationships. You will be responsible for making sure customer needs are met and understood across every department, overseeing the Client Account Management team, developing and executing account strategies, and ensuring the overall satisfaction and retention of our valued clients. The ideal candidate is a seasoned leader with deep experience in account management, a strategic mindset, and the ability to drive results in a fast-paced, high-growth SaaS environment.
Responsibilities:Leadership and Team Management:- Lead, mentor, and inspire a high-performing Client Account Management team, fostering a culture of accountability, strategic thinking, and business acumen.
- Set clear goals and expectations for the team and provide guidance to achieve departmental and organizational objectives.
- Drive a performance-based culture and manage the expansion of the Client Account Management team as the business scales.
Strategic Account Planning:- Develop and execute strategic account management plans to drive growth, retention, and customer satisfaction across our client base.
- Collaborate with cross-functional teams to align account strategies with overall company goals and customer initiatives.
- Apply deep product and RCM domain expertise to identify and drive customer revenue and cost improvement opportunities.
Client Relationship Management:- Cultivate and maintain strong, long-lasting relationships with key clients and customer senior leadership, serving as a strategic partner.
- Understand client needs, anticipate challenges, and proactively course-correct to ensure contractual commitments and customer satisfaction goals are met.
- Serve as the lead point of contact for all customer account management matters.
- Participate in and facilitate Quarterly Business Reviews and other strategic program discussions, clearly communicating progress to internal and external stakeholders.
Revenue Growth and Retention:- Own ARR Retention, Logo Retention, and Upsell as primary success metrics.
- Identify opportunities for upselling, cross-selling, and expanding revenue within existing accounts.
- Develop strategies for the account management team to execute against in order to achieve growth goals.
- Work closely with the sales and growth teams to drive new business from existing clients.
Performance Analysis and Reporting:- Analyze key performance indicators (KPIs) and client metrics to measure and optimize account management effectiveness.
- Provide regular reports and updates to the executive team on account management performance and trends.
- Actively identify and solve barriers, risks, and problems that threaten successful delivery of program objectives.
Contract Negotiation and Renewals:- Oversee contract negotiations and renewals, ensuring favorable terms for the company.
- Collaborate with legal and finance teams to finalize and execute contracts.
Cross-Functional Collaboration:- Partner closely with Implementation and cross-functional team members to ensure deliverables are timely, high-quality, and within scope of the SaaS Agreement.
- Work closely with the growth team on sales opportunities and with Marketing and Product to relay customer feedback relative to capabilities and messaging.
Client Advocacy:- Act as the voice of the customer within the organization, ensuring client feedback is heard and incorporated into product development, service improvements, and company strategy.
- Own the overall customer experience and be responsible for customer referral sources and management of key partnerships.
Qualifications:- Bachelor's degree in Business, Marketing, or a related field; or equivalent work experience.
- 10+ years of customer management or account management leadership experience.
- Demonstrated success developing customer strategy and driving measurable results.
- Strong strategic thinking and problem-solving skills.
- Exceptional interpersonal and communication skills; proven experience building strong internal and external relationships.
- Comfort leading cross-functional teams and creating and delivering executive-level presentations.
- Self-motivated, persuasive, and proactive with innovative ideas to inspire team members and customers.
- Ability to thrive in a dynamic, fast-paced, high-growth environment.
- Experience working at a health system or healthcare technology company required.
- Experience working at a Software as a Service (SaaS) company required.
- Experience with CRM software and account management tools.
- Has fun, celebrates success, and contributes to a positive culture.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties, and indeed additional responsibilities may be assigned by Health Catalyst.
Studies show that candidates from underrepresented groups are less likely to apply for roles if they don't have 100% of the qualifications shown in the job posting. While each of our roles have core requirements, please thoughtfully consider your skills and experience and decide if you are interested in the position. If you feel you may be a good fit for the role, even if you don't meet all of the qualifications, we hope you will apply. If you feel you are lacking the core requirements for this position, we encourage you to continue exploring our careers page for other roles for which you may be a better fit.
