Diverse experiences. A shared passion.
At Annexus Health, we are a team of dedicated professionals with backgrounds in life sciences, healthcare software technology development, and the healthcare provider setting. While we approach our work from different angles, we are united by our commitment to reducing financial and administrative burdens across the patient access journey to improve access to care and combat financial toxicity at both the patient level and the healthcare provider level.
Strategic Account Manager
We are seeking a Strategic Account Manager to be the primary advocate for our healthcare provider partners, guiding them along a path to success and engaging resources across Annexus Health to accelerate the expansion of our technology and services within each healthcare organization.
The ideal candidate is passionate about providing an exceptional experience for every customer and is motivated by shared success. They are driven and innovative in using their customer relationship management and strategic leadership skills to help Annexus Health achieve our goal of being a trusted and valued partner for our customers, and they are equally comfortable creating and evaluating strategic plans as they are executing individual action items and details.
In this SAM role, you will own the post-sales relationship and experience between Annexus Health and our healthcare provider customers, driving value realization and return on investment. You will need to align Annexus Health corporate priorities with customer needs, collaborating with the correct internal resources and working closely with them to ensure customer needs are met.
The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy and medical benefits, data, and resources they need to feel their best. Come make an impact on the communities we serve as you help us advance health equity on a global scale!
What You Will Do:
- Be accountable as a single point of contact and escalation to track cross-department, cross-process, or cross-site issues, and lead closure through coordination of appropriate resources (both internal/external)
- Own client satisfaction and drive contract renewals of increasing size, including working with our Commercial Sales team for additional Annexus Health offering.
- Develop a deep understanding of what Annexus Health is solving for and ensure agreed-upon results are demonstrated, coordinated with a deep analytics approach
- Develop and execute regular strategic customer success plans (executive touchpoints or QBRs) in partnership with your assigned accounts on a regularly established cadence with the customer
- Develop relationships at all levels of a healthcare provider organization, including Executive, Administrative, Operations and Revenue Cycle leadership.
- Ask probing questions with comfort and confidence to uncover organizational goals and objectives, strategies being used and challenges, root needs, manage all feedback received from the customer — including product enhancement requests, outstanding issues, and strategic improvement initiatives — through the lens of the Annexus Health company and product roadmap, and set clear expectations
- Track and monitor account status and identify areas of concern and opportunities for advancement
- Provide updates, executive summaries, and guidance to the Annexus Health leadership and executive team as required
- Provide root-cause analysis of escalated issues when required; lead “lessons learned” initiatives as appropriate
- Identify areas for improvement, not only in our products and services, but also in the customer success function
- Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers’ lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes
About You:
- 8 years of experience in customer account management or customer success; with at least 50% of that time in the healthcare industry
- Experience presenting and consulting with C-Suite and VP level executives
- Proven track record of providing outstanding client support/services.
- Ability to travel 10-15% of the time based on business needs
- Execution and high-performance mindset
- Experience working with data and analytics and providing actionable insights to leadership teams
- Experience utilizing various AI tools
Annexus Health is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status, or any other basis protected by federal, state, or local law.
