Strategic Account Associate, Healthcare

Annexus Health

6d•Onsite

About The Position

We are seeking a Strategic Account Associate 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 role, you will support the post-sales relationship and experience between Annexus Health and our healthcare provider customers, helping drive value realization and return on investment. You will partner closely with Strategic Account Managers and internal teams to ensure customer needs are understood, tracked, and 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!

Requirements

3-5 years of experience in customer account management, customer success, or a related client-facing role, with 1-2 years in the healthcare industry
Comfortable supporting conversations with contacts at multiple levels of a customer organization
Strong organizational skills with the ability to manage multiple accounts and priorities at once
Ability to travel 10-15% of the time based on business needs
Execution mindset with a desire to grow into a strategic account management career path

Nice To Haves

Direct provider account management experience in the healthcare industry, including exposure to project management, implementation, revenue cycle management, or support
Experience helping a healthcare provider group adopt new products and/or services
Experience working with data and analytics to support leadership teams with actionable insights
Experience utilizing various AI tools

Responsibilities

Serve as a day-to-day point of contact for assigned accounts, tracking issues across departments and processes and escalating to the Strategic Account Manager or appropriate internal resource when needed
Support contract renewals and upsell opportunities by preparing account materials, tracking key milestones, and coordinating internal resources
Develop a working understanding of what Annexus Health is solving for and help ensure agreed-upon results are tracked and demonstrated
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, helping identify areas of concern and opportunities for advancement
Help prepare updates, executive summaries, and account materials for the Annexus Health leadership and executive team as required
Support root-cause analysis of escalated issues and contribute to “lessons learned” initiatives
Identify areas for improvement in our products, services, and customer success processes
Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to help make your customers’ lives better through optimizing existing products and services