Care360 Account Manager

Position Summary:

The Account Manager is primarily responsible for customer retention through developing and maintaining relationship programs with the company’s installed customer base. Their work will be to ensure customer satisfaction in order to generate reference-ready customers. The Account Manager will serve as needed as an expeditor for issue management on the behalf of the customer.

Principle Responsibilities:

• Develop business relationships with identified customers.
• Monitor customers that are defined as or likely to be defined as “at risk” and implement plans to retain them.
• Implement bi-lateral feedback programs between customers and the company for the purposes of enhancing the quality of the services provided by the company.
• Implement routinely scheduled customer reviews to evaluate and increase customer usage of the company’s software and services program.
• Serve when needed as a point of contact and subject matter expert to expedite resolving the handling of customer questions and issues.
• Understand how the company’s software functions to enable direct answering of non-complex technical support questions.

Knowledge, Skills and Abilities:

• Excellent interpersonal, problem solving and customer service skills.
• Well organized in order to manage multiple customers at one time.
• Strong listening and questioning skills.
• Must be able to quickly understand a customer’s needs in order to draft and implement retention plans.
• Ability to write reports and plans for review by the customer and company’s senior management at a very professional level. Ability to identify new business opportunities.
• Be creative and able to “think outside the box” to develop new programs which will facilitate customer communications, retention, and account improvement programs.

Minimum Qualifications:

• 3+ years experience in clinical healthcare software industry sales or in delivering services to healthcare providers.
• Account management, customer support management or project management experience.
• Ability for day and overnight travel.

Location:

Mason, Ohio