[Remote] Strategic Account Manager

Note: The job is a remote job and is open to candidates in USA. Verisys transforms provider data and relationship management, and they are seeking a Strategic Account Manager to ensure the long-term health and retention of client partnerships. This role involves managing escalations, conducting business reviews, and identifying upsell opportunities while maintaining high levels of client satisfaction.ResponsibilitiesExecutes strategic quarterly or annual business reviews for our Top 50 clientsLeads the end-to-end renewal process for existing clients, initiating engagement with SalesOps and Leadership at least 6 months prior to contract expirationLeverages regular client meetings to identify upsell opportunities and new service needs based on competitor activity and industry trends. Engages Sales to execute and close upsell dealsConducts comprehensive formal contract reviews to document terms, requirements and fees. Facilitates audits to ensure we’re billing correctly and applying annual escalators, minimums, annual fees, pass-through fees, etc. Validates adherence to SLAs and service requirements and provides strategic recommendations for adjustments during the upcoming renewal periodActs as the escalation point for tickets managed by Solution Services (Tier 1), ensuring a seamless transition from day-to-day requests to strategic resolution. Works with cross-functional teams to drive resolution and gather RCA and preventative actionManages and prioritizes client enhancement requestsProactively requests and manages client volume forecasts on a monthly basis to support internal operations and staff planningIdentifies areas for product improvement for assigned customers/market and routes through the appropriate product feedback channelsEnsures adherence to contractual SLAs and takes proactive action for at-risk SLAsResponds to client inquiries and provides updates within established timelinesCompletes monthly client health reporting and takes proactive action to improve at-risk client healthActs as a SME (subject matter expert) for assigned clients and markets by maintaining an understanding of client use cases, regulatory shifts and industry trendsCollaborates with Sales and Implementations to create seamless transitions, consistent expectations and exceptional client experience at all points of the customer relationshipProvides back up support for team members on PTOTrains new team members and cross-train existing team members, as neededCreates and updates complex process documentationLeads or participates in special ad-hoc projectsSkillsExceptional written and verbal communicationAdvanced customer service, critical thinking and problem solving skillsAbility to multi-task and work in a fast-paced environment while remaining detail orientedExperience communicating directly with Executive LeadershipAbility to adapt to change and adhere to established team processes5+ years account management experienceExperience managing clients at both the business owner and executive levelsExperience supporting contracting processes (renewals, addendums, amendments)Experience developing and delivering strategic presentations to executive-level stakeholdersAdvanced knowledge of Google Workspace and/or Microsoft Office SuiteCRM experience (Hubspot, Salesforce, etc)Ticketing experience (Jira, Azure, etc)Bachelor's Degree or equivalent experienceHealth care industry or technical account management backgroundSales experienceCompany OverviewAt Verisys, we help healthcare organizations make confident decisions with accurate, real-time provider data. It was founded in 1992, and is headquartered in Alexandria, Virginia, USA, with a workforce of 201-500 employees. Its website is https://www.verisys.com.