This role owns the overall health, retention, and growth of assigned strategic accounts. The Key Account Manager is accountable for achieving revenue targets, maintaining client satisfaction, and executing account plans. The position exercises independent judgment in managing client relationships, resolving escalations, and identifying growth opportunities. While typically not responsible for direct people management, the role influences cross-functional teams to meet client needs and may contribute to forecasting and account-level financial performance. Success in this role is measured by key performance indicators including net revenue retention, client retention, patient census growth, provider utilization, service penetration, and overall client satisfaction.

SPECIFIC DUTIES & RESPONSIBILITIES:

- Develop and execute strategic account plans to drive revenue growth and client retention within assigned accounts.

- Serve as the primary point of contact for key clients, building strong, trust-based relationships at multiple levels, including executive stakeholders.

- Conduct regular business reviews with clients to assess performance, identify opportunities, and align on goals.

- Partner with internal teams (operations, clinical, billing, and leadership) to ensure successful service delivery and client satisfaction.

- Monitor account performance metrics, including utilization, revenue, and client satisfaction, and take proactive action to address gaps.

- Identify upsell and cross-sell opportunities and collaborate with sales leadership to expand services within existing accounts.

- Manage and resolve client issues, escalations, and concerns in a timely and professional manner.

- Provide accurate forecasting and reporting on account performance, pipeline opportunities, and risks.

- Maintain detailed account documentation, including activity tracking, communications, and strategic plans within CRM systems.

- Stay informed of industry trends, client needs, and competitive landscape to provide strategic insights and recommendations.

- Support contract renewals and negotiations in partnership with leadership and legal teams.

- All other duties as required.

Technical Skills:

- Proficiency in CRM systems and Microsoft Office Suite

- Strong analytical skills with the ability to interpret data and generate insights

- Experience with account planning and revenue forecasting tools

Soft Skills:

- Exceptional communication and interpersonal skills

- Strong relationship-building and stakeholder management abilities

- Problem-solving and conflict resolution skills

- High level of organization and attention to detail

Role-Specific Capabilities:

- Strategic thinking with a focus on long-term account growth

- Ability to influence cross-functional teams without direct authority

- Customer-centric mindset with a focus on value delivery

- Ability to manage multiple accounts and priorities effectively

Education and Experience: 

- Bachelor’s degree in Business, Healthcare Administration, or related field (Required)

- 3–5+ years of experience in account management, client success, or sales (Required)

- Experience in healthcare services, B2B sales, or multi-site client management (Preferred)