Strategic Account Manager

Hello Patient•Austin, TX

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 is the primary relationship holder for assigned accounts and is accountable for helping customers realize value from Mia, identifying risks early, and supporting expanded use of Hello Patient over time. This is a proactive, ownership-driven position that involves monitoring account performance, addressing issues before they escalate, and partnering with internal teams to resolve them. Customers should view the Account Manager as a trusted partner who understands their business. The role 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. Hello Patient is a healthtech company using conversational AI to improve healthcare communication. Its platform engages patients through calls and texts and supports interactions including scheduling, billing, and retention. The technology is designed with security and compliance in mind and integrates with existing healthcare infrastructure.

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 build excitement, read between the lines, and handle pushback confidently.
Ability to turn data into a clear story about value.
Collaborative approach and ability to work with cross-functional teams.
Willingness to take on multiple roles as needed.
Strong attention to detail and ability to keep tasks from falling through the cracks between customers and internal teams.
Comfort working with 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.
Ability to adapt quickly, work in a fast-paced startup, and embrace change.

Nice To Haves

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

Responsibilities

Monitor agent performance across accounts, including containment, transfers, and reschedule, cancel, and confirm rates.
Investigate unusual account performance and review call logs and transfers to identify agent shortcomings and recommend call-flow improvements.
Convert issues into clear tickets for Product and Engineering, follow them through resolution, and keep customers informed.
Serve as the day-to-day point of contact and build trusted-advisor relationships with customers.
Run regular customer check-ins and program reviews, and send a status recap after each meeting.
Support customers through soft launch, go-live, and ongoing agent updates, including new locations, providers, voice, and script changes.
Coordinate with Product, Engineering, QA, Sales, and Solutions to meet customer needs.
Join 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 present the resulting value story to customer leadership.
Identify expansion opportunities, such as new agents, chatbot, billing, referrals, and new locations, and help Sales and Solution Engineers scope them.
Support order forms, renewals, and invoicing follow-up.