Account Manager

Daniels Health•Rochester, NY

12d•$90,000 - $130,000

About The Position

The Account Manager owns a portfolio of acute care customers in the New York book of business, with a primary focus on client retention, account development, and delivering exceptional customer service. The role offers growth opportunities within an expanding customer base and includes project management, relationship management, identifying upsell opportunities, auditing accounts, and ensuring customer targets and satisfaction levels are met. The Account Manager works to increase customer value by understanding clients’ businesses and aligning their needs with the company’s solutions. The position also involves providing product expertise and in-service education, supporting customer implementations, conducting contractual KPI audits, and collaborating across internal teams to resolve issues and improve customer outcomes.

Requirements

At least 5 years of industry experience.
Strong relationship-building skills.
Excellent verbal and written communication skills.
Strong presentation skills and confidence in value-based selling.
Strong computer skills, including Salesforce.com and Microsoft Office.

Nice To Haves

Hospital services or related service industry experience is highly desirable.

Responsibilities

Support the development and execution of customer account strategies aligned with business metrics, including client retention, revenue growth, cost savings, and profitability.
Build trusted-advisor relationships by understanding customers’ businesses and matching their needs to the company’s solutions.
Develop account blueprints documenting contract terms and expirations, services and products provided, buying groups, and related information.
Manage projects and solve problems across departments to drive customer outcomes.
Provide ongoing in-service education to clinical staff on products and services relating to safety, sustainability, efficiency, compliance, and education.
Provide product expertise across the company’s full service offering.
Assist with capturing, designing, reviewing, and annually assessing waste policies, and adjusting policies to align with strategic goals.
Advocate for customers internally and collaborate with cross-functional teams, including operations, sales, logistics, and finance.
Conduct routine audits of contractual KPIs relating to safety, sustainability, efficiency, compliance, and education.
Support new product installations and new program implementations at customer sites.
Support strategic customer meetings to communicate best practices, business results, and successes.
Support quarterly business reviews by conducting pre-work audits, assessing data, collating stakeholder feedback, and providing strategic recommendations and process improvements.