Strategic Account Manager

Please note this is a remote opportunity, but you "MUST" live in one of the following states to be considered: AZ, CO, FL, GA, IL, IN, KS, KY, MD, MA, MO, NC, OH, OK, PA, TN, UT, VA, WI  

The Strategic Account Manager is a relationship owner responsible for the long-term health, retention, and strategic expansion of Verisys’s client partnerships. The Strategic Account Manager ensures high levels of satisfaction through proactive engagement, expert product knowledge, and meticulous contract management. They will manage complex escalations and collaborate with the Sales and Growth team to identify and execute upsell opportunities. The Strategic Account Manager must have excellent communication and customer service skills, be detail oriented and work well both independently and within a team environment.
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Duties/Responsibilities:

Executes strategic quarterly or annual business reviews for our Top 50 clients

Leads the end-to-end renewal process for existing clients, initiating engagement with SalesOps and Leadership at least 6 months prior to contract expiration

Leverages 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 deals

Conducts 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 period.

Acts 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 action.

Manages and prioritizes client enhancement requests

Proactively requests and manages client volume forecasts on a monthly basis to support internal operations and staff planning.

Identifies areas for product improvement for assigned customers/market and routes through the appropriate product feedback channels

Ensures adherence to contractual SLAs and takes proactive action for at-risk SLAs

Responds to client inquiries and provides updates within established timelines

Completes monthly client health reporting and takes proactive action to improve at-risk client health

Acts as a SME (subject matter expert) for assigned clients and markets by maintaining an understanding of client use cases, regulatory shifts and industry trends

Collaborates with Sales and Implementations to create seamless transitions, consistent expectations and exceptional client experience at all points of the customer relationship

Provides back up support for team members on PTO

Trains new team members and cross-train existing team members, as needed

Creates and updates complex process documentation

Leads or participates in special ad-hoc projects

Required Skills/Abilities:

Exceptional written and verbal communication

Advanced customer service, critical thinking and problem solving skills

Ability to multi-task and work in a fast-paced environment while remaining detail oriented

Experience communicating directly with Executive Leadership

Ability to adapt to change and adhere to established team processes

Education/Experience: Required: 

5+ years account management experience

Experience managing clients at both the business owner and executive levels

Experience supporting contracting processes (renewals, addendums, amendments)

Experience developing and delivering strategic presentations to executive-level stakeholders

Advanced knowledge of Google Workspace and/or Microsoft Office Suite

CRM experience (Hubspot, Salesforce, etc)

Ticketing experience (Jira, Azure, etc)

Bachelor’s Degree or equivalent experience

Preferred: 

Health care industry or technical account management background

Sales experience

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Company Overview: 

Verisys transforms provider data, workforce data, and relationship management. More than 400 healthcare, life science, and background screening organizations depend on us to credential providers, improve data quality, publish compliant provider directories, and conduct employment verifications. Our comprehensive solutions deliver accurate and secure information. As a result, we’re the largest outsourced credentials verification organization in the United States. Since we’ve partnered with the most complex institutions in healthcare for decades, we can help organizations of any size discover their true potential.

At Verisys, you can have a rewarding career on every level. In addition to challenging and meaningful work, you will have the chance to give back to your community, make a positive impact on the environment, participate in a range of diversity and inclusion initiatives, and find the support, coaching, and training it takes to advance your career. Our commitment to individual choice lets you customize aspects of your career path, your educational opportunities, and your benefits. And our culture of innovation means your ideas on how to improve our business and our clients will be heard. 

Verisys is an Equal Opportunity Employer. We encourage all qualified person of every heritage, nation, gender, veteran, or disability status, age, religion, or other protected status to apply.