Strategic Account Manager

Hello Patient•Austin, TX

1d•$80,000 - $110,000

About The Position

Hello Patient is hiring a Strategic Account Manager to own the health, retention, and growth of customer accounts from signature through post-go-live. The role serves as the primary relationship holder for assigned accounts, ensuring customers realize value from Mia, identifying risks early, and helping customers expand their use of Hello Patient over time. This is a proactive, ownership-driven role requiring a clear, current understanding of account performance, attention to signals that may indicate issues, and close partnership with internal teams to resolve them. Customers should regard the Strategic Account Manager as a trusted partner and an extension of their team. The position remains involved during initial implementation to establish relationships and support smooth handoffs and communication. Its core responsibility ramps up after go-live, with ownership of the customer experience, communications, expectations, and long-term customer success.

Requirements

At least 3 years of experience in account management, customer success, or a similar client-facing role.
Strong written and verbal communication skills, including the ability to read between the lines, build excitement, and handle pushback confidently.
Ability to turn data into a clear story about value.
Collaborative approach and ability to work well with cross-functional teams and wear multiple hats.
Strong attention to detail to ensure nothing falls through the cracks between customers and internal teams.
Comfort working with data, spreadsheets, and dashboards, and explaining what the numbers mean.
Proactive approach and comfort with ambiguity, including knowing when to solve a problem independently and when to escalate.
Openness to building from the ground up, adapting to change, pivoting quickly, and working in a fast-paced startup.

Nice To Haves

Experience in healthcare, health tech, or working with medical practices.
Daily use of AI or automation tools to work faster.
Background in practice operations, revenue cycle, or patient scheduling.
Some exposure to SQL, BI tools, or call center metrics.

Responsibilities

Track agent performance across accounts, including containment, transfers, and reschedule, cancel, and confirm rates; investigate unusual results proactively.
Review call logs and transfers to identify agent shortcomings and recommend call-flow fixes.
Translate issues into clear tickets for Product and Engineering, follow them through resolution, and keep customers updated.
Serve as the day-to-day point of contact and build trusted-advisor relationships with customers.
Run regular check-ins and program reviews, and send a clear status recap after each meeting.
Support customers through soft launch, go-live, and ongoing agent updates, including changes involving locations, providers, voice, and scripts.
Coordinate with Product, Engineering, QA, Sales, and Solutions to meet customer needs.
Participate in onsite visits, whiteboarding sessions, and industry events.
Build recurring performance reports and help customers understand the value they receive from Mia.
Help build ROI models using customer data and communicate the results to customer leadership.
Identify expansion opportunities, including new agents, chatbot, billing, referrals, and new locations, and help Sales and Solution Engineers scope them.
Support order forms, renewals, and invoicing follow-up.
Stay involved during initial implementation to establish relationships and support smooth handoffs and communication.
Own customer experience, communications, expectations, and long-term customer success after go-live.