Manage enterprise healthcare client relationships, renewals, upsells, revenue growth, strategic account plans, executive partnerships, and client satisfaction. Identify cross-sell opportunities, coordinate with sales and internal teams, manage escalations, track activities in Salesforce, forecast revenue, oversee contract requirements, and support product development. The role requires healthcare IT account management experience, strong communication, relationship-building, and some travel.
WebMD Ignite, a division of WebMD and Internet Brands, is the growth partner for healthcare organizations. We guide people to better health at all stages of their journey, from discovery to recovery. Our combination of leading brands in the industryùincluding WebMD, Medscape, Krames, PulsePoint, Vitals, The Wellness Network, Mercury Healthcare, and Healthwiseùoffers comprehensive solutions that engage individuals with timely, relevant messaging that optimizes experiences and outcomes, driving loyalty and lifetime value for our clients. Learn more at WebMDIgnite.com.
Summary
The Account Manager is responsible for all aspects of managing the client relationship and driving sustained growth. In this role, the Account Manager will intimately understand their clients goals, cultivate and grow relationships across several different buyers, and help uncover areas of need to drive cross sell and new growth within those accounts. The Account Manager will collaborate with the new Sales team for specific cross-sell opportunities. This role will serve as the enterprise relationship owner for Ignite, building relationships across the C Suite, especially in the Clinical, Marketing and Digital spaces.
Essential Duties and Responsibilities include the following, although other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Key performance metrics that the Account Manager will be measured against - revenue growth, ongoing ownership of client strategic account plans, maintaining and growing executive relationships, quarterly partnership meetings, assessing and managing risk, building referenceable customers
- Accountable for all aspects of client revenue maintenance and growth
- Responsible for overall client relationship and satisfaction
- Manage all aspects of client renewal and upsell activities
- Record and document all activities via Salesforce. Maintain appropriate documentation to track/manage assigned book of business. Accountable for creating strategic action plans for the entire book of business.
- Understand and identify cross sell opportunities to all WebMD Ignite product and service offerings. Partner with new Sales team for specific cross-sell opportunities.
- Serve as primary point of contact to manage internal and external client escalations
- Partner with internal teams to help define client requirements, identify client’s most pressing problems, and understand industry trends and hot button issues in support of product/ content development and updates
- Accurately manage client billing, revenue and activity forecasting, performance guarantees, and annual budget/contract renewals
- Cultivate client relationships to serve as references for prospective new customers
- Monitor the program/product/service delivery to ensure contract requirements and client expectations are met.
- Manage relationships with clients' other vendor partners, as appropriate and necessary.
- Participate in internal developmental and administrative committees and in external professional organizations, as appropriate.
- Complete other administrative tasks, such as travel and expense reporting or similar, in a timely manner.
- Perform responsibilities in a professional manner, meeting the Company’s mission and goals.
Qualifications:
Education and/or Experience:
- Bachelor’s Degree or higher preferred
- 3+ years of demonstrated success in healthcare IT sales/ account management
- Preference to experience in the Digital patient engagement space
- Long track record of exceeding revenue goals, especially with a focus on driving upsell/ new business
- Strong written and verbal communication skills
- Experience thriving in self-directed environment
Other Qualifications/Regulations:
- Demonstrated ability to identify and close upsell opportunities
- Proven ability to build and maintain client and executive relationships
- Proven ability to manage multiple client’s priorities
- Proven ability to manage and work collaboratively in a team
- Proficient in Salesforce & MS Office products (Word, Excel, PowerPoint)
Travel Requirements:
- Some travel required, approximately 10 - 25% of the time.
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