Senior Account Manager

Daniels Health•Albany, NY

4d•$90,000 - $130,000

About The Position

The Senior Account Manager will own a portfolio of acute care customers in Upstate New York, providing exceptional customer service and taking responsibility for client retention and account development. The role focuses on increasing customer value and supporting growth across a rapidly expanding customer base. The Account Manager will maintain relationships with key stakeholders, identify upsell opportunities, audit accounts, and ensure customer targets and satisfaction levels are met. The role includes project management and problem solving across departments, customer education on products and services, and support for product installations and program implementations at customer sites. The Account Manager will serve as a customer advocate and collaborate with internal teams including operations, sales, logistics, and finance. Responsibilities also include preparing for strategic customer meetings and quarterly business reviews, evaluating results and feedback, and recommending process improvements.

Requirements

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-based 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 customer businesses and aligning their needs with company solutions.
Develop account blueprints that document contract terms and expiration dates, services and products provided, buying groups, and related details.
Manage projects and solve problems across departments to achieve customer outcomes.
Provide ongoing in-service education to clinical staff about 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 in line with strategic goals.
Advocate for customers internally and collaborate with cross-functional teams, including operations, sales, logistics, and finance.
Conduct routine audits related to contractual KPIs in 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, including pre-work audits, data assessment, stakeholder feedback collection, strategic recommendations, and process improvements.