Customer Account Manager

Position: Customer Account Manager

Location: Minneapolis, MN / St. Paul, MN (Twin Cities Area)

Hire Date: ASAP

We are seeking a highly motivated, driven and compassionate Customer Account Manager with a nursing or senior caregiving background to lead and nurture client relationships for Zemplee customers. This is a high impact, post-sales role with the primary responsibility of managing and strengthening client relationships. The ideal candidate will leverage their clinical expertise, relationship building and communication skills to deliver outstanding customer service, ensuring clients maximize the value of our products and services, fostering long-term partnerships and driving customer satisfaction and maintain a high NPS score.

Key Responsibilities:

• Client Relationship Management
• Act as the primary point of contact for assigned accounts, addressing client needs and ensuring satisfaction.
• Build and maintain strong, long-lasting relationships with healthcare professionals, administrators, and other stakeholders.
• Frequently conducts in person, on-site visits to assigned area accounts.
• Clinical/Caregiving Expertise Application
• Use nursing/caregiving knowledge to provide clients with tailored solutions, addressing their clinical and operational challenges.
• Educate clients on the clinical benefits and practical applications of the Zemplee’s offerings.
• Account Growth & Retention
• Identify opportunities to expand services within existing accounts.
• Collaborate with the sales team to develop strategies for upselling or cross-selling additional products.
• Proactively address any client concerns to ensure retention and satisfaction.
• Client Onboarding & Support
• Oversee onboarding processes, ensuring seamless implementation of products or services.
• Provide training to client teams, emphasizing clinical relevance and best practices.
• Data-Driven Insights
• Analyze client performance metrics and provide actionable insights to improve outcomes.
• Regularly report account status and feedback to internal teams.
• Collaboration & Cross-Functional Support
• Work closely with internal departments (e.g., product development, marketing, and customer support) to address client needs effectively.
• Represent the client perspective during product updates or new launches.

Qualifications

• Educational Background:
• Master’s degree in Healthcare Administration (MHA), Project Management, Business Management in related healthcare field preferred.
• PMP or CAPM certification is a strong plus.

• Experience:
• 3+ years of experience, preferably in Senior Living, Home Care, Home Health and/or Community Health in Managerial or Senior Managerial Roles.
• 2+ years of experience managing large scale deployment projects in healthcare or related industries.

• Skills and Competencies
• Empathy and a client-first approach.
• Ability to work independently while collaborating within multiple cross functional teams and in multi-disciplinary environments.
• Proven ability to manage multiple accounts and prioritize effectively, strong interpersonal and communication skills with the ability to empathize and build trust.
• Strong understanding of clinical workflows, patient care standards, and healthcare regulations, with the ability to translate complex concepts into practical solutions for clients.
• Excellent project management skills, including budgeting, planning, scheduling, and resource allocation.
• Knowledgeable about healthcare technology, EMRs, or patient management systems is a bonus.
• Proficiency with project management tools (e.g., Asana, Trello, MS Project).
• Exceptional communication, leadership, creative thinking and problem-solving skills.
• Ability to work in fast-paced environments with diverse teams.
• Proficiency with using Office Productivity tools like Office 365, Google Office and others.

Preferred Qualifications

• Experience in quality improvement projects or healthcare technology implementations.
• Knowledge of Lean, Six Sigma, or other process improvement methodologies.
• Familiarity with electronic health records (EHR) systems.

Job Type: Contract

Pay: $64,381.00 - $74,247.00 per year

Benefits:

• Flexible schedule

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Language:

• English (Required)

Location:

• Minneapolis-Saint Paul, MN (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Remote