Strategic Account and Delivery Manager

Keebler Health•Durham, NC

About The Position

This role focuses on leading strategic customer relationships throughout the entire customer lifecycle, from initial implementation to ongoing delivery and value realization. The Strategic Account and Delivery Manager will be responsible for building strong relationships with various stakeholders, understanding customer priorities, and developing strategic account plans. A key aspect of the role involves leading complex software implementations, managing timelines, risks, and dependencies, and ensuring successful adoption and value achievement for customers. The position also requires driving adoption across multi-practice accounts, identifying and addressing value gaps, and contributing to the improvement of implementation and account management processes.

Requirements

Experience in strategic account management, customer success, implementation, professional services, or program delivery.
A strong record of leading complex software implementations from planning through adoption.
Excellent project-management skills and close attention to detail.
Credibility with senior customers and the confidence to lead difficult conversations.
Ability to coordinate technical and non-technical teams without direct authority.
Strong written, verbal, and executive communication skills.
Commercial awareness, including experience supporting retention, renewals, or expansion.
Comfortable working in an early-stage or rapidly changing environment.
Owns outcomes end to end and drives them forward independently.
Collaborates across functions without direct authority and creates documentation that teammates can build upon.
Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.
Motivated by compounding results, where the second year of an account is stronger because of how the first year was run.
Uses LLMs and AI tools to remove friction and build capacity, improving the team's systems alongside their own output.

Nice To Haves

Healthcare technology, enterprise SaaS, or regulated-industry experience is preferred.

Responsibilities

Own strategic customer relationships across the full customer lifecycle.
Build trusted relationships with executive, clinical, operational, and technical stakeholders.
Understand each customer’s priorities, operating environment, and measures of success.
Develop account plans, stakeholder maps, governance structures, and communication rhythms.
Lead customer meetings, executive reviews, and strategic planning conversations.
Monitor account health and proactively address risks, gaps, and opportunities.
Support retention, renewals, and appropriate account expansion.
Lead implementations from pilot planning and integration through launch, adoption, and ongoing delivery.
Translate customer needs into clear plans, milestones, responsibilities, and success criteria.
Coordinate work across customer teams and Keebler Health’s sales, product, engineering, clinical, and operational teams.
Manage timelines, dependencies, risks, issues, decisions, and changes with discipline.
Surface problems early, establish mitigation plans, and escalate when necessary.
Ensure commitments result in action and that important details do not fall through the cracks.
Hold stakeholders accountable while maintaining strong working relationships.
Perform hands-on data collection: roster specifications, system access, file transport, and requirements specific to each customer's EHR and data sources.
Define and track success measures linked to clinical, operational, and financial outcomes.
Drive adoption across multi-practice accounts with complex user and stakeholder groups.
Identify gaps between expected and realised value and lead plans to address them.
Communicate progress, outcomes, risks, and priorities clearly to customers and internal teams.
Contribute to repeatable implementation and account-management processes.