Account Manager

22 hours, 30 minutes ago
Full-time
Senior
Customer and Technical Support
Surgence

Surgence

Surgence is a cloud-based healthcare supply chain platform developed by Concordance Healthcare Solutions LLC. Launched on July 20, 2023, it connects providers, distributors, and suppliers, offering real-time visibility into supply and demand. This platform aims to address inefficiencies in the healthcare supply chain by providing features like machine-driven forecasting, automated decision-making, and workflows for approvals. The Surgence platform integrates various technologies into a unified system, enhancing collaboration and transparency across the healthcare ecosystem. It focuses on improving forecasting and financial health while mitigating disruptions to ensure continuity of patient care. With advanced capabilities such as automated alerts for strategy deviations, Surgence empowers organizations to optimize operations and make informed decisions based on shared data.

information technology & services
11-50

Description

  • Own the end-to-end customer operating cadence from onboarding through scale, with clear success criteria, governance, and accountability.
  • Build trusted relationships with executive and operational leaders and lead QBRs/EBRs focused on outcomes, value realization, and strategic priorities.
  • Define, measure, and communicate operational, financial, and strategic impact so customer value is visible and repeatable.
  • Coordinate cross-functional teams across Sales, Product, Delivery, Data, and Support to execute against customer priorities and remove obstacles.
  • Forecast and mitigate risks related to adoption, data, scope, resourcing, and organizational change before they affect outcomes.
  • Drive decision-making, document trade-offs, and maintain alignment across stakeholders to prevent drift and rework.
  • Lead adoption, enablement, and change management efforts with customer champions to support long-term success.
  • Maintain visibility into account health, risks, decisions, and realized impact while serving as the primary point of accountability for outcomes.

Requirements

  • Proven success owning post-sale customer relationships and building executive trust that leads to measurable outcomes and renewals.
  • Experience driving value realization by defining success criteria, establishing baselines, and tracking measurable impact.
  • Strong program ownership skills with the ability to manage scope, risks, trade-offs, and dependencies across multiple initiatives.
  • High comfort operating cross-functionally with sales, product, delivery, data, and support teams.
  • Exceptional written and verbal communication skills with a bias toward clarity, documentation, and decision governance.
  • Ability to lead through ambiguity, escalate risks early, and maintain operating discipline in complex environments.
  • 7+ years of experience in account management, customer success, consulting, program management, or similar customer-facing roles, preferably in healthcare, supply chain, or enterprise SaaS.
  • Experience working with healthcare providers, IDNs, GPOs, distributors, or other healthcare supply chain organizations.
  • Experience supporting enterprise software implementations involving data, user adoption, organizational change, and cross-functional stakeholders.
  • Familiarity with value-based selling, QBRs/EBRs, and customer retention, expansion, or account growth strategies.
  • Experience managing complex, multi-stakeholder accounts across multiple sites, service lines, or business units.
  • Comfort leveraging adoption, utilization, customer health, and growth metrics.
  • Experience in high-growth or scaling organizations.
  • Bachelor's degree strongly preferred.

Benefits

  • Medical, dental, vision, and life insurance.
  • PTO, sick leave, and paid holidays.
  • 401(k) with company match.
  • Short-term and long-term disability insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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