Strategic Account Manager

The Strategic Account Manager is responsible for building long‑term, trusted relationships with executive buyers across complex healthcare enterprises. This position acts as symplr’s strategic advisor to an assigned portfolio, owning retention and expansion, by aligning customer business objectives with symplr’s solutions, facilitating executive‑level business reviews, and driving measurable outcomes and cost savings. This position partners closely with Sales, Product, Customer Success, and Support to deepen adoption, mitigate churn, and grow revenue

Strategic Relationship Management and Executive Engagement

• Serve as the primary point of contact and trusted advisor to assigned enterprise customers, cultivating C‑suite and senior executive relationships to understand objectives and influence outcomes
• Collaborate with customers to define success plans for strategic initiatives; guide them to successful outcomes and document action plans and next steps
• Act as the voice of the customer—synthesize feedback and coordinate internal teams to respond to customer needs and improve experience

Growth, Retention, and Forecasting

• Manage and grow existing accounts through cross‑sell and upsell; exceed expansion and renewal revenue goals with accurate pipeline and forecast management
• Mitigate churn using health metrics, proactive risk management, and executive alignment
• Drive the bid/tender and commercial process end‑to‑end (needs qualification, vendor selection, quotation, closure) to meet orders, sales, and margin targets

Planning, Reviews, and Communication

• Develop account strategies and business plans, including client adoption and strategic initiatives that lead to client success and cost savings; create opportunity development, competitive positioning, and target setting
• Facilitate Quarterly Business Reviews (QBRs) with clear articulation of customer outcomes and cost savings; track action items within success plans
• Participate in industry events (webinars, conferences) as needed to support relationship growth and thought leadership

Operational Excellence and Collaboration

• Maintain rigorous CRM hygiene (Salesforce opportunity creation, forecasting, and account/contact management) for accuracy and visibility
• Coordinate cross‑functionally (Customer Support, Product, Development/Implementation, Education, Sales) to ensure timely resolution of issues and to accelerate adoption
• Maintain up‑to‑date knowledge of symplr’s solutions and market/competitor trends to credibly differentiate and tailor value propositions to business and technical stakeholders

Contracting and Commercial Governance

• Facilitate, influence, and negotiate proposals, Statements of Work, amendments, and renewals; understand key contractual terms, invoicing, renewal dates, and SLAs
• Ensure order and configuration quality at entry, tying requirements to documented customer inputs and protecting margin

Prospecting and Pipeline Generation (as needed for growth within strategic accounts)

• Identify and develop new business opportunities within and adjacent to assigned accounts; build a healthy early/mid/late‑stage pipeline through outreach, executive networking, LinkedIn, events, and healthcare data tools

• Bachelor’s degree in business, healthcare, or related field
• Five years of experience in client account management/business development experience in healthcare or healthcare IT/SaaS, engaging C‑suite stakeholders in complex enterprises
• Proven track record of retention and expansion with accurate forecasting against quota
• Strong written and oral communication, as well as executive presence, active listening, and influential presentation abilities
• Proficiency with Salesforce and common productivity tools
• Strong time management and prioritization in a fast‑paced environment
• Ability to travel ~25% (or as required) for customer meetings, QBRs, and industry events

Preferred Skills and Qualifications:

• Deep understanding of healthcare operations and workflows; ability to translate data into meaningful metrics and change actions
• Experience presenting to large groups and at executive forums; comfort with contracting stages (renewals, expansions, SLAs) and escalation management
• Network of key opinion leaders and familiarity with payer/provider market dynamics and competitive landscape