Account Manager, andros

• Executive Presence and Communication: Possess and demonstrates strong presentation skills and has the ability to translate complex concepts into meaningful, simplified communications between Andros and clients; gets the point across in clear and simple terms
• Trusted Partner to Clients and Colleagues: Proactively seeks opportunities to demonstrate value to clients while collaborating internally and championing Andros Core Values
• Proactivity: Understand the client's needs – anticipating requests and being able to prepare recommended actions in advance
• Solutions-Oriented Mindset: Listens and understands a problem – working to uncover the root cause before recommending next steps / solutions
• Process and Project Management: Knows how to organize, motivate, and reward people and activities around client success

Desirable

• The mission of our Client Growth team is to proactively create an environment where our clients and partners achieve success
• Specifically, your mission as an Account Manager is to ensure client goals and delivery are being met while cultivating positive executive relationships supporting commercial growth with clients
• Your goal is to serve as a key Andros business partner leader to your client while leveraging your knowledge of Andros’ software products and services and deep Provider Network Management experience
• Manage a book of clients with responsibility for driving customer satisfaction, retention, and growth by ensuring clients receive maximum value from existing products and feel ready for continued innovation, growth and expansion
• Proactively identify opportunities to enhance client outcomes, add value, and drive new business
• Develop an understanding of clients business needs, buying cycles, and areas of opportunity for Andros to build commercial relationships
• Collaborate with the Account Executive across the full sales lifecycle for existing customers that includes presenting new products and solutions that showcases the power of Andros’s technology and an evolving customer journey
• Utilize Market Intelligence to stay current on the evolving needs of our clients, relevant healthcare industry trends, and competitive offerings
• Serve as an executive contact with key client business partners associated with the client account including escalated issues from delivery teams
• Develop a metrics/data-focused client management strategy that ensures your clients receive the expected value of Andros products and solutions and set a cross-functional action plan to reduce churn, increase customer loyalty, and drive long-term partnerships
• Oversee strategic success plans including clear objectives and key performance indicators, to ensure client value is delivered
• Monitor Performance Guarantees and/or Service Level Agreements, where applicable
• Monitor client level reporting on performance and experience to proactively facilitate appropriate executive communications
• Share insights and key trends back with clients to demonstrate and reinforcement value of the Andros partnership
• Partner with AE on creating a best case set of KPIs for retaining and growing clients in assigned portfolio
• Ensure client health scores are reportable for all clients and lead the communication of targeted client action plans where appropriate
• Establishing, maintaining and growing executive relationships within assigned accounts
• Commuting regulatory with key decision markers to understand the ongoing Provider Network Management needs of our customers
• Foster executive relationships that support positive support of a growing enterprise relationship between the client and Andros
• Responsible for oversight of content and meeting facilitation including quarterly business reviews (QBR) and any other regular touchpoints with key customer stakeholders
• Understand client needs and business objectives to support a business case for any proposed work for clients
• Collaborate and guide facilitation across functions within Andros (Operations, Product, Marketing and Support teams) to meet client expectations, experience, and promises
• Partner with the wider growth departments on sales strategies, approaches, and client growth goals
• Collect client feedback in partnership with the product teams to iterate and advocate for clients needs relative to the product roadmap
• Communicate status updates for open requests/ issues, product and software changes, updates, and enhancement; promote marketing events
• Partner with support and operations teams to manage customer requests quickly
• Provide Tier 1 support for assigned clients, ensuring Andros systems and tools are used where possible to facilitate high quality support responses
• Educate client on support processes ensuring the most efficient, high-quality support experience
• Share needs or gaps with the product team in the ongoing education of product functionality, operational processes, and industry knowledge to allow for continued development of Andros resources
• Flag “at-risk” customers and develop proactive action plans to mitigate risk
• Stay updated on product enhancements, functionality and future capabilities
• Lead and coordinate cross-functional teams to achieve a positive and seamless implementation and onboarding experience for new and existing clients across all product and service offerings
• Oversight of client onboarding experience including: project management of the implementation (driving completion of project timelines and milestones); dashboard and status updates to stakeholders; meeting facilitation and initial training according to Andros client experience standards
• Appropriately advocate for client needs with internal stakeholders in sales, product, and operations
• Bring subject matter expertise on how Andros products and services are leveraged including possible creative solutions when client requests are outside the current scope of the product or service offering