Strategic Account Manager

The Strategic Account Manager will be responsible for providing full life-cycle proactive account management for a select number of accounts identified with significant IMO value. The SAM is a highly skilled professional with a depth of healthcare industry experience. The Strategic Account Manager is an expert in all IMO solutions and supports product development offerings by engaging clients as early adopters and innovation partners across multiple channels. This position will play a key role in driving the adoption of the IMO Way to maximize the value of core IMO products within specified accounts and to allow for deeper product integration. The SAM is an expert in implementation best practice and in IMO’s product offerings. Must be a self-starter that can perform at a top level with minimal supervision. The Strategic Account Manager reports to the Director of Client Management. 

Click HERE to apply. Applicants Only, No Recruiters.

Principal Duties and Responsibilities

The Strategic Account Manager will have responsibilities which include having frequent and recurring status calls and/or site visits with clients, coordinating internal resources when needed, project management on new product rollouts, strategic planning, and documenting all communications and providing ongoing support to maintain a high level of client satisfaction.  The SAM must be able to produce successful execution of highly customized initiatives with strategic clients to support the creation of compelling value cases for existing and new solution offerings.  The Strategic Account Manager should also be able to support product development process and be a key stakeholder in process.

The Strategic Account Manager should also be able to capture all client related issues and follow up accordingly through closure.  He/She must also communicate project status and timelines, responsible for overcoming obstacles, and seeking out resources or escalating as needed to build client trust and optimize client satisfaction.  The Strategic Account Manager develops long-term relationships with the assigned clients to ensure maximum benefits of the products are achieved as well as identify areas where new products can be introduced to solve client’s pain points.   The SAM provides onsite and remote assistance to executive, business and technical teams where necessary. 

Knowledge, Skills and Abilities Required

  • Bachelor’s Degree required, MBA or additional business certification preferred
  • Three to five years of outside/inside sales with revenue targets or account management experience in fields of Healthcare IT, Medical Informatics or Electronic Medical Records
  • Six to eight years of relevant professional experience
  • Ability to understand healthcare operations, healthcare reimbursement routes and healthcare coding systems (i.e. ICD-10-CM; SNOMED CT; CPT 4)
  • Ability to understand complex business issues and build effective relationships both internally and externally
  • Possess a deep understanding of IMO’s terminology and be able to communicate the full value and potential value of IMO’s products and services
  • Interested in technology, hospital IT systems and big data
  • In-depth knowledge of hierarchy and reporting relationships within hospital/healthcare system
  • Understand industry trends and how they impact assigned clients
  • Strong attention to detail and project management skills
  • Experience working with cross functional groups and teams to achieve common goals
  • Knowledge of EHR ecosystem (MEDITECH, Epic, Patientkeeper, Cerner, Allscripts, and/or eCW)
  • Understanding of supply chain management a plus

Personal Skills and Competencies Required

  • Very high organization skills
  • Entrepreneurial spirit
  • High sense of urgency, persistence, and great attention to detail
  • Able to grasp core business models quickly and understand the complexities of a healthcare organization
  • Excellent interpersonal communication skills and ability to listen and present with a high degree of comfort and credibility
  • Demonstrates outstanding crisis management skills
  • Communicates complex issues clearly and credibly with widely varied audiences
  • Proven business acumen in successfully fostering value-based relationships and a skill set that enables successful relationships with numerous levels of healthcare professionals
  • Ability to work independently and as part of a cross-functional team
  • Strong technical acumen
  • Maintain an awareness and understanding of changes in the healthcare industry

Customer Base

Internal meetings with

a.            operations

b.            project management

c.             implementation

d.            knowledge teams

e.            clinical and coding teams

f.             executive leadership

External meetings of both an account management and support nature with

a.            Hospital clients

Working Conditions/Physical Requirements of the Job

  • Travel overnight as necessary (estimated at 25%) for all customer appointments, trade shows and company meetings.
  • Utilize consistent, customer-focused techniques, allowing for accurate measurement,  documentation, tracking and follow-up for all client related issues.
  • Capable of working either autonomously or with others, including peers, clients, channel partners, product development, or executive management.
  • Work closely with others to share bright ideas and best practices that will improve team performance and enhance overall client trust and satisfaction.