Strategic Account Manager, Loyal
$80-110k
+ Stock Options and Bonus Program
Senior and Expert level
Remote from US
Digital solutions for patient journeys
Job no longer available
Digital solutions for patient journeys
201-500 employees
HealthcareB2BArtificial IntelligenceSaaSMedTech
Job no longer available
$80-110k
+ Stock Options and Bonus Program
Senior and Expert level
Remote from US
201-500 employees
HealthcareB2BArtificial IntelligenceSaaSMedTech
Company mission
To erase confusion by giving the power back to the health systems that have spent decades earning the trust of their patients.
Role
Who you are
- The ideal Strategic Account Manager is a relationship-driven strategic thinker who goes beyond customer expectations to deliver real outcomes, and brings 3–5 years of experience in strategic account management or full-cycle sales within a SaaS or healthcare environment
- If you're passionate about healthcare technology and ready to build the deep partnerships that transform customer relationships into long-term growth, we'd love to hear from you
- Bachelor’s degree in Business, Healthcare, or related field or equivalent work experience
- Experience in digital healthcare and/or specifically with hospitals or health systems
- 5 years of experience in full-cycle strategic enterprise account management
- Proven track record of maintaining and growing customer relationships
- Experience working within a software-as-a-service (SaaS) company
- Experience working within a high-growth and/or ambiguous environment, with proven experience to be dynamic
What the job involves
- We are seeking a dynamic Strategic Account Manager to join our Customer Success team and drive meaningful, lasting partnerships with health system customers while demonstrating the measurable value of Loyal's platform
- In this pivotal role, you will own customer strategy, achieve a 95% Revenue Retention target within your book of business, and serve as the primary liaison between key accounts and Loyal's internal teams — directly contributing to Loyal's growth, product stickiness, and customer satisfaction
- You will report to our Chief Operating Officer and collaborate closely with Sales, Implementation, Product, and Marketing teams
- This role offers the opportunity to serve as a trusted advisor to executive stakeholders at leading health systems while making a meaningful impact on how healthcare organizations engage with their patients
- The Strategic Account Manager is responsible for demonstrating the value of Loyal’s platform and products to their customers and achieving a Revenue Retention target of 95% within their book of business, by:
- You'll be coordinating with Loyal’s Implementation team and the customer during the implementation phase to collect customer’s baseline data and launch the solution on time
- Baselining customer performance before using Loyal solutions and tracking improvements in the performance of Loyal’s solutions throughout the partnership
- Reporting on and gaining buy-in on success from multiple stakeholders (inclusive of executive stakeholders)
- Recommending strategies to increase the usage and stickiness of Loyal’s products
- Identifying new opportunities across the customer organization to implement Loyal products
- Understanding stakeholder opinions of Loyal and executing on strategies to move customer stakeholders from unknown, detractor or passive status to promoter status on the People Map
- Owns a Revenue Retention goal of 95% within their book of business
- Maintains a thorough understanding of contractual obligations and ensures 100% adherence to all commitments made by Loyal
- Serves as the primary liaison for key accounts, building strong, long-term relationships with executives and key stakeholders through:
- Weekly touchpoints with each key stakeholder outside of regularly scheduled meetings
- Personalized outreach (cards, notes) to celebrate birthdays, anniversaries, promotions, and other milestones
- Quarterly in-person visits, with a preference for connecting every six to eight weeks
- Maintaining a minimum of 50% live interactions (in-person or by phone) versus asynchronous communication
- Builds and maintains people maps, cultivating relationships both laterally and vertically within customer organizations
- Keeps the Loyal Health executive sponsor informed and fully prepared ahead of all customer-facing meetings
- Partners with Sales to understand customer goals, motivations for partnering with Loyal, and expected contract outcomes; leads the external kick-off meeting with the customer team
- Collaborates with customers and Sales to define value metrics (e.g., time to value, usage, ROI); regularly reports on key metrics with strategic interpretation and actionable recommendations
- Executes Loyal's standardized discovery process, identifying customer pain points and surfacing cross-sell and upsell opportunities for the Sales team
- Maintains and regularly updates the Customer Health Scorecard; proactively flags changes in account health to leadership and collaborates on risk mitigation strategies
- Serves as the internal expert on each account by proactively monitoring customer news and keeping the account team informed of shifting priorities
- Responds to customer questions post-onboarding, triages complex issues through Loyal's Customer Support ticketing process, and ensures each interaction adds value
- Builds referenceability and actively solicits referrals from key stakeholders to internal and external prospects
- Partners with Marketing to coordinate customer participation in testimonials, case studies, and white papers, amplifying the customer voice in the marketplace
- Team Leadership & Development: Mentors junior team members on Loyal's operations and product expertise; coaches team on effective customer management techniques and project management methodologies;
- Shares relationship-building best practices and strategic tactics; trains team members on risk management practices and ROI demonstration; develops training materials for complex product features; leads cross-functional project teams to achieve objectives
- Customer Advocacy & Strategic Support: Advocates for customer needs in internal strategy discussions; serves as liaison between customers and product development team; knows when to involve Product partners in client conversations; provides advanced technical support for product usage;
- Develops custom success plans for all accounts; advises customers on optimizing product usage; conducts periodic business reviews with key customers; manages escalations and resolves conflicts effectively
- Market Intelligence & Thought Leadership: Analyzes industry trends to provide strategic insights to clients; identifies opportunities based on industry shifts; offers strategic advice based on deep market knowledge;
- Engages in thought leadership by sharing insights internally; serves as product expert in external and internal meetings; analyzes customer data to suggest product optimization ideas; develops reports aligning customer usage with business outcomes
- Relationship Management & Partnerships: Builds strategic alliances with key stakeholders in customer organizations; facilitates partnerships that enhance customer value; guides team in effective relationship management strategies;
- Knows when to provide immediate answers versus when to research and follow up; maintains professional boundaries while building trust; ensures smooth communication between all parties
- Strategic Problem-Solving & Innovation: Develops creative solutions for unique and complex customer situations; uses data analytics to inform decision-making; evaluates and adjusts strategies based on feedback and results;
- Champions initiatives encouraging experimentation and innovation; mentors team through creative problem-solving processes; accurately articulates problems before developing solutions
- Risk Assessment & Prioritization: Leads risk assessment initiatives for key accounts; develops frameworks for prioritizing customer issues; identifies and mitigates risks to customer satisfaction; establishes protocols for escalating critical issues;
- Analyzes outcomes of escalated issues for continuous improvement; balances multiple projects and priorities effectively
- Value Realization & Growth: Creates customized value assessments tailored to customer goals; builds and shares customer success stories for influence and marketing; develops case studies demonstrating significant ROI;
- Develops strategic plans for upselling and cross-selling; uses customer data to present compelling business cases for additional purchases; participates in negotiations for expansion opportunities; analyzes market trends to identify new opportunities for customers
- Advocacy and Collaboration: You'll promoting alignment, collaboration, and shared goals across teams and departments
- Constructive Communication: Providing clear, actionable feedback and fostering open, two-way communication
- Operational Excellence: Driving consistent, high-quality results by adhering to best practices and measurable standards
- Professional Integrity: Demonstrating accountability, ethics, and reliability in all interactions and deliverables
- Curiosity and Critical Thinking: Asks insightful questions, challenges assumptions, and demonstrates curiosity about team and user challenges. Drives deeper investigation and focuses on finding the right answers
- Feedback and Adaptability: Actively seeks, gives, and incorporates feedback constructively. Demonstrates a growth mindset by adjusting behaviors and approaches to improve outcomes
Our take
The US healthcare system is notoriously disjointed, making for a complex and sometimes hostile patient journey that can leave many dissatisfied. This is a problem: the US patient is a customer, and dissatisfied customers take their business elsewhere.
Loyal has developed a number of AI tools that providers can deploy to keep the patient journey smooth and their loyalty firm, like a symptom checker and chatbot on the patient side, for example, and for physicians there’s tools for triage, outreach, and relationship management.
Customer retention tech for the healthcare system isn’t a new concept, but it’s one that Loyal is doing a good job getting out to its target market. It’s used by over 55k providers across 290 hospitals in over 35 health systems, demonstrating the products add real value in what’s a lively and competitive US health provider market.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2024
$33.5m
SERIES B
Oct 2020
$12.5m
SERIES A
Total funding: $46m
Company benefits
- Flexible paid time off, sick and personal days
- At least one holiday per month (sometimes, more!)
- Full health, dental, and vision insurance - Loyal pays the premium for all employees!
- One Time Home Office Setup Stipend For Remote & Hybrid Roles
- Monthly Internet Stipend for Remote & Hybrid Roles
- Long term & short term disability
- 401[k] plan
- 16 Weeks Paid Parental Leave
- 2 Volunteer days per year
- Matching Gift Program
- Participation Grant Program
- Annual Travel/Team Events up to twice per year (post-COVID)
Company HQ
Tech Square, Atlanta, GA
Leadership
Chad Mallory
(CEO)Previously served as co-founder, President, and COO of BrightWhistle.
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