Senior Account Manager

Daniels Health•Albany, NY

About The Position

The Senior Account Manager will own a portfolio of acute care customers in Upstate New York, focusing on exceptional customer service, client retention, and account development. The role offers significant growth opportunity within the existing customer portfolio and includes project management responsibilities. The Account Manager will maintain relationships with key stakeholders, identify upsell opportunities, audit accounts, and ensure targets and customer satisfaction levels are met. The role also involves serving as a trusted advisor and customer advocate, providing product expertise and clinical education, and collaborating with internal teams to deliver customer outcomes.

Requirements

At least 7 years of industry experience.
Strong relationship-building skills.
Excellent verbal and written communication skills.
Strong presentation skills and confidence in value-based selling.
Outstanding 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 aligning their needs with company solutions.
Develop account blueprints documenting contract terms and expiration dates, products and services 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 related to safety, sustainability, efficiency, compliance, and education.
Provide product expertise across the 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 operations, sales, logistics, and finance teams.
Conduct routine audits of contractual KPIs related 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.
Facilitate quarterly business reviews, including pre-work audits, data assessment, and stakeholder feedback collection, and provide strategic recommendations and process improvements.