Account Manager

Job Title : Account Manager

Royal Oak, Michigan (On-Site)

About Sciometrix:

At Sciometrix, our goal is to deliver the best-ever personalized care with utmost compassion, enabling patients to lead healthier and happier lives. Our commitment to innovation in healthcare technology drives us to lead the way in Care Management, Digital Care Coordination, Value-Based Care, and Population Health.

“We envision a world where advanced technology and human compassion intersect seamlessly to deliver superior patient experiences and outcomes.”Our mission is to enhance the lives of patients by leveraging digital solutions that reduce hospital readmissions, improve health outcomes, and optimize the delivery of healthcare services.

At the heart of our philosophy lies the belief that every patient deserves access to the highest quality of care, tailored to their individual needs. We strive to make this vision a reality by pioneering innovative solutions that prioritize patient well-being and provider efficiency.

With Sciometrix, the future of healthcare is not just about treating illnesses; it's about empowering patients to live their best lives.

Job Summary:

We are seeking an experienced and driven Account Manager to join our PEX team in the healthcare industry. In this role, you will manage and grow customer accounts, ensuring satisfaction, retention, and long-term success. You will act as a trusted advisor to healthcare providers, building strong relationships and advocating for their needs within the company. Your responsibilities will include developing strategies for account acquisition and growth, troubleshooting customer issues, and tracking key performance metrics to drive continuous improvement. The ideal candidate will have 7-10 years of experience in customer success, a strong healthcare background, and the ability to travel for quarterly meetings across the U.S. If you are tech-savvy, data-driven, and passionate about enhancing customer experiences, we encourage you to apply.

Key Responsibilities:

Account Management:

Develop and implement strategies to acquire and retain customer accounts, ensuring long-term relationships and satisfaction.

Take ownership of the customer lifecycle, from onboarding to ongoing support, maintaining regular communication and engagement.

Coordinate and ensure successful quarterly meetings with customers, traveling across the U.S. as required.

Customer Retention & Growth:

Work closely with customers to understand their needs, continuously providing value and identifying opportunities for upsell and cross-sell.

Foster strong relationships with healthcare providers, ensuring their voice is heard and acting as their advocate within the company.

Develop and implement strategies to expand and grow provider accounts while maintaining a high level of satisfaction.

Performance Metrics & Reporting:

Track key customer success metrics and provide regular reports and insights to both customers and internal stakeholders.

Continuously improve performance by collaborating with internal teams to troubleshoot issues and implement solutions.

Customer Support & Troubleshooting:

Provide effective troubleshooting and support to resolve customer issues in a timely manner.

Serve as a liaison between customers and the internal teams to ensure smooth communication and issue resolution.

Customer Experience Enhancement:

Develop and implement initiatives to optimize the customer journey and enhance the overall customer experience.

Collect and relay customer feedback to product and development teams to inform continuous improvement efforts.

Collaboration & Communication:

Act as a liaison between customers and internal teams, including the marketing and product teams, ensuring seamless collaboration.

Be a customer advocate, gathering feedback and ensuring it is communicated effectively to the appropriate teams.

Data Management:

Develop and maintain processes to manage customer data effectively.

Share relevant data with healthcare providers and ensure proper data analytics and management practices are followed.

Provider-Centric Approach:

Demonstrate a strong understanding of the healthcare industry and build relationships with healthcare providers, understanding their unique needs.

Ensure customer success initiatives are tailored to the provider-centric approach, driving better outcomes for customers and the company.

Qualifications:

Bachelor's degree in Business, Marketing, Healthcare, or a related field.

7-10 years of experience in customer success, account management, RCM or a similar role within the healthcare industry.

Experience working with B2B SaaS, particularly in a start-up environment, is highly preferred.

Strong understanding of customer success principles and practices.

Excellent communication and interpersonal skills with the ability to build and maintain strong customer relationships.

Demonstrated ability to identify and pursue growth opportunities and manage customer expectations effectively.

Analytical mindset with the ability to track and report on key performance metrics.

Proficiency with customer success software and CRM tools.

Strong troubleshooting skills and computer-savviness.

Ability to travel across the U.S. for quarterly customer meetings and relationship-building activities.

A proactive, growth-oriented mindset with the willingness to learn and adapt.

What's in it for you?

Dynamic Leadership Role: As VP of Operations, you’ll play a pivotal role in shaping the future of our digital healthcare company. Lead and innovate across diverse operational functions and drive impactful change in the healthcare landscape. Cultivate a security-focused mindset within our agile startup environment, advocating for proactive risk management and continuous improvement as fundamental pillars, enabling us to thrive in the fast-paced world of web development

Collaborative, Cross-Functional Environment: Work alongside talented teams in clinical operations, technology, RCM, customer success, and more, where your input will be key in driving operational excellence and technological advancement.

Global Impact and Network: You’ll have the opportunity to expand your professional network, collaborating with experts from across the world, while also contributing to initiatives that improve patient care and outcomes on a global scale.

Community of Belonging: Join a company culture that prioritizes continuous growth, learning, and empowerment. We believe in fostering a safe and inclusive environment, where you can bring your authentic self to work and make a meaningful impact. We value diversity, inclusion, and belonging, and are committed to creating an environment where everyone’s voice is heard and respected. You’ll be empowered to champion these values in both theworkplace and the industry. Sciometrix is committed to being an Equal Opportunity Employer, providing equal employment opportunities to all individuals

Innovative Work Environment: Thrive in a technology-driven, agile startup environment where innovation is at the core of everything we do. Be part of a team that is pushing boundaries and transforming the healthcare space through digital solutions.

Competitive Compensation and Benefits: We offer competitive compensation packages, benefits including: Paid time off, Company Stocks, Paid Holidays, 401k with company paid contributions, Medical, Vision, and Dental Insurance, Royal Oak, MI downtown Paid Parking and opportunities for professional growth, ensuring that you are supported in both your personal and professional endeavours

Job Type: Full-time

Pay: $61,720.00 - $66,742.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• How many years of healthcare experience do you have?
• What is your expected salary PA?

Ability to Commute:

• Royal Oak, MI 48067 (Preferred)

Ability to Relocate:

• Royal Oak, MI 48067: Relocate before starting work (Required)

Willingness to travel:

• 50% (Preferred)

Work Location: In person