Strategic Account Manager

Hello Patient•New York, NY

About The Position

Hello Patient is hiring a Strategic Account Manager to own customer account health, retention, and growth from signature through post-go-live. The role is 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. The Account Manager maintains an up-to-date understanding of account performance, monitors signals for emerging issues, and partners with internal teams to resolve them. Customers should see this person as a trusted partner who understands their business, rather than simply a software vendor contact. The role remains involved during initial implementation to establish relationships and support smooth handoffs and communication. Its core responsibility increases after go-live, when the Account Manager owns the customer experience, communications, expectations, and long-term customer success. The position also supports customer performance reporting, ROI storytelling, expansion opportunities, renewals, order forms, and invoicing follow-up.

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 and handle pushback confidently.
Ability to turn data into clear stories about customer value.
Collaborative approach and ability to work across functions.
Willingness to take on multiple roles as needed.
Strong attention to detail and ability to ensure nothing falls 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.
Openness to change, ability to pivot quickly, and effectiveness in a fast-paced startup environment.
Interest in building from the ground up.

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

Monitor agent performance across accounts, including containment, transfers, and reschedule, cancel, and confirm rates.
Investigate unusual performance before customers notice issues.
Review call logs and transfers to identify agent shortcomings and recommend call-flow fixes.
Create clear tickets for Product and Engineering, track 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 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.
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 from customer data and communicate the results 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.