Strategic Account Manager

Hello Patient•New York, NY

2d•$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 is the primary relationship holder for assigned accounts, responsible for helping customers realize value from Mia, identifying risks early, and supporting expansion over time. This is a proactive, ownership-driven role that requires maintaining an up-to-date understanding of account performance, monitoring key signals, and partnering with internal teams to resolve issues. The Strategic Account Manager serves as a trusted partner who understands each customer’s business. The role is involved during initial implementation to establish relationships and support smooth handoffs, then takes primary ownership after go-live for the customer experience, communication, expectations, and long-term success. Hello Patient’s conversational AI platform engages patients through calls and texts and supports interactions such as scheduling, billing, and retention. The platform is designed with security and compliance in mind and integrates with existing healthcare infrastructure for 24/7 patient engagement.

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 with cross-functional teams and take on multiple hats.
Strong attention to detail and ability to keep customer and internal-team follow-through on track.
Comfort working with data, spreadsheets, and dashboards and explaining what the numbers mean.
Proactive approach and comfort with ambiguity, including judgment about when to solve a problem independently and when to escalate.
Openness to change, ability to pivot quickly, and comfort working in a fast-paced startup.

Nice To Haves

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

Responsibilities

Track agent performance across accounts, including containment, transfers, and reschedule, cancel, and confirmation 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, track 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 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 develop ROI models from customer data and communicate the results to customer leadership.
Identify expansion opportunities, including additional agents, chatbot, billing, referrals, and new locations, and help Sales and Solution Engineers scope them.
Support order forms, renewals, and invoicing follow-up.