Strategic Account Manager, CCM

MHC

8d•$125,000 - $175,000•Hybrid

About The Position

MHC is seeking a Strategic Account Manager to manage and grow a portfolio of existing CCM customers. This role is focused on customer retention, adoption, expansion, and strategic account development. The Account Manager will act as the primary business relationship owner, assisting customers in maximizing the value of MHC's CCM solutions while identifying opportunities for upsell, cross-sell, migrations, and platform expansion. The ideal candidate will have a strong understanding of enterprise software sales, customer communications management, document automation, customer experience, and business process improvement. Experience selling into regulated industries such as healthcare, financial services, insurance, government, and utilities is highly desirable. MHC's CCM platform supports organizations in automating document generation, customer communications, omnichannel delivery, workflow automation, and compliance-driven communications.

Requirements

Experience managing enterprise and mid-market accounts.
Demonstrated success achieving retention and expansion quotas.
Experience conducting executive-level business reviews.
Strong understanding of software subscription business models.
Excellent presentation, negotiation, and communication skills.
Experience using Salesforce or similar CRM platforms.
5+ years of SaaS account management, customer success, or enterprise sales experience.
Bachelor’s degree in business, marketing, or a related field.

Nice To Haves

Experience with Customer Communications Management (CCM), Customer Experience Management (CXM), Document Automation, or Enterprise Content Management solutions.
Experience selling into healthcare, insurance, financial services, government, or highly regulated industries.
Familiarity with Omnichannel communications, Document generation, Customer journey orchestration, Workflow automation, Accessibility and compliance requirements, Cloud software platforms.
Knowledge of MEDDPICC or similar enterprise sales methodologies.

Responsibilities

Own a portfolio of existing CCM customers and achieve retention and expansion targets.
Develop account plans for strategic and growth customers.
Identify upsell opportunities including CCM platform expansion, additional communication channels, accessibility solutions, cloud migrations, document automation, and professional services.
Generate and manage expansion pipeline within assigned accounts.
Lead commercial discussions including renewals, amendments, and growth initiatives.
Establish trusted advisor relationships with executive, business, and technical stakeholders.
Conduct Commercial Business Reviews (CBRs) with strategic accounts.
Drive adoption of MHC CCM capabilities and best practices.
Monitor customer health and proactively address risks.
Coordinate internal resources to ensure customer success.
Understand customer business objectives, compliance requirements, and communication challenges.
Identify opportunities to improve customer experience, operational efficiency, and communication effectiveness.
Maintain executive-level relationships across assigned accounts.
Create multi-year account growth strategies.
Partner with Professional Services, Product Management, Customer Support, and Marketing.
Advocate for customer requirements and feedback.
Assist in reference development, case studies, and customer advocacy programs.
Maintain accurate opportunity, renewal, and account data in Salesforce.
Forecast retention and expansion revenue.
Utilize MEDDPICC and value-based selling methodologies to qualify opportunities.

Benefits

In Office, Hybrid or Remote options.
401(k) Plan with employer match (50% up to 4.5% of gross pay).
Medical Plans (co-pay or HSA coverage options).
Dental and Vision Plans.
Daycare and Medical FSA/HSA.
Group Term Life Insurance ($50,000 coverage).
Generous Paid Time Off (PTO) Policies.
Employee Assistance Program (EAP).
Voluntary Benefits Available: Additional Life Insurance, Critical Illness Insurance, Accident, Cancer & Hospital Indemnity Insurance, Legal/ID Shield, Pet Insurance.
Parental Leave: Access to state-provided paid family or medical leave programs, or MHC's program offering four weeks of paid paternity leave (partial eligibility at six months, full at one year) and twelve weeks of paid leave for the birth parent.