Strategic Account Manager

Job Summary: The client success role focused on client account management, planning and coordinating account activity, generating growth opportunities, and overall client satisfaction and retention. This position develops deep relationships within high-value client organizations, leading to increased adoption, utilization, and revenue opportunities. Gain extensive knowledge of client strategy, operational goals, internal stakeholders, decision making processes, business needs, and other internal factors that provide opportunity for product adoption and revenue growth. Duties/Responsibilities: * Focus on managing mPulse's large and complex clients. * Potential to act as Team Lead for specific client entities. * Provide junior team members with mentorship, training, and guidance as needed and determined by mPulse's internal leadership group. In addition to all relevant Strategic Account Manager duties and responsibilities: * Serve as overall quarterback for clients, build/maintain lasting relationships with key decision makers, and be responsible for showcasing value. * Be a thought leader for customer implementations and ongoing program engagement. * Develop a deep understanding of mPulse's technology to help create best practices for customer success. * Develop strategic adoption plans for each customer. * Partner with cross-functional teams including Project Management, Solution Delivery, Sales, and Marketing, all while serving as the voice of our customers within the organization. * Coordinate and facilitate regular Executive Business Reviews with customers. * Handle day-to-day requests and customer issues thoughtfully and quickly, soliciting feedback while maintaining a strong sense of product direction. * Lead on identifying, escalating, and resolving all client issues * Build out strategic communication campaigns throughout the customer lifecycle. * Responsible for key customer success metrics, including customer churn, account growth, and client satisfaction * Deliver a consultative approach in engaging with customers through onboarding to implementation and growth. * Responsible for account retention, account growth, and client satisfaction. * Monitor programs and ensure value delivery to clients * Leverage comprehensive understanding of company products and services to provide relevant adoption, recommendations, and upsell opportunities for client solutions with ROI * Manage internal resources efficiently to achieve client and company goals * Consult on product innovation and improvements * Up to 5% travel Skills/Abilities/Experience: * Bachelor's degree or 4 years of related experience to supplement for education * 3+ years Account Management or Customer Success experience with 1+ in an Account Management role * Healthcare or Technology experience Minimum Qualifications: * Minimum 3 years Account Management or Customer Success experience * Healthcare or Technology experience * Bachelor's degree or 4 years of related experience to supplement for education Physical Requirements: * Ability to stand and sit for an extended period. * Ability to lift a 10 lbs. weight.

Created: 2025-03-08