Company Overview 

Collabrios delivers purpose-built software solutions that unify the entire care journey. By combining deep industry expertise with cutting-edge technology, we empower care providers to streamline operations while delivering exceptional care. From PACE programs to government agencies, our integrated technology infrastructure supports the full spectrum of care delivery. 

Job Overview

The Account Manager (AM) serves as the primary advocate for client accounts, ensuring high-quality customer care while identifying opportunities to support revenue protection and account retention. AMs maintain strong client relationships, understand client needs, and escalate service enhancements or upselling opportunities to the sales team when appropriate. While this role does not have sales quotas, AMs must be skilled in active listening and client engagement to ensure account stability and long-term success.

Responsibilities 

Client Relationship Management & Support

• Act as the primary point of contact for assigned accounts, ensuring exceptional service and satisfaction.
• Understand client needs, goals, and challenges to foster strong, long-term relationships.
• Advocate for client needs internally by communicating feedback to relevant teams and driving improvements.
• Serve as a liaison between clients and internal teams for issue resolution and proactive support.
• Maintain accurate records of client interactions and feedback.
• Conduct monthly business reviews and regular calls with customers to assess needs, discuss performance, and      identify areas for improvement.

Revenue Protection & Expansion

• Identify potential risks to account retention and proactively address client concerns.
• Maintain engagement to prevent churn and ensure revenue stability.
• Recognize opportunities where additional products or services may provide value and escalate them.
• Provide insights into client usage trends and satisfaction to strengthen account longevity.

Risk Management, Data Analysis & Problem Solving

• Identify and address potential risks impacting client satisfaction or account for longevity before escalation.
• Collaborate with internal teams to develop client-aligned solutions.
• Analyze client reports, usage patterns, and KPIs to identify inefficiencies and recommend process improvements.
• Interpret and manipulate data to provide actionable insights for leadership and clients.
• Utilize reporting tools to track client performance, measure outcomes, and drive efficiencies.
• Assist clients in identifying operational inefficiencies and implementing strategic improvements.

Collaboration & Escalation

• Work closely with internal teams, including Client Success, Sales, Operations, and Product teams, to ensure seamless client support.
• Act as the first point of escalation for client concerns, ensuring timely resolution with minimal disruption.
• Participate in account reviews and strategic discussions to enhance client engagement and retention.
• Facilitate structured client meetings, including monthly business reviews to assess key metrics and client objectives.

Process Improvement & Knowledge Development

• Stay informed on industry trends, company offerings, regulatory changes, and competitor insights.
• Contribute to process improvements that enhance client experience and operational efficiency.
• Leverage internal training and resources to stay updated on best practices and company policies.
• Develop an understanding of revenue cycle management and TPA and how it impacts client operations.

Performance Metrics & Reporting

• Monitor and analyze key performance indicators (KPIs) related to client engagement, retention, and satisfaction.
• Provide leadership with insights and reports to support continuous improvement.
• Utilize data visualization tools to present findings and make recommendations.
• Regularly assess client financial performance, operational efficiency, and compliance metrics to drive strategic improvements.

Key Competencies

• Customer-Centric Approach – Dedicated to providing excellent service and support.
• Active Listening – Ability to understand and anticipate client needs through effective communication.
• Collaboration & Teamwork – Works well with cross-functional teams to achieve business goals.
• Problem-Solving – Capable of handling client concerns and escalating issues effectively.
• Detail-Oriented & Organized – Keeps track of client interactions and account details systematically.
• Proactive & Strategic Thinking – Identifies potential risks and opportunities to protect account revenue.

 Experience & Qualifications

• Bachelor’s degree in business, Marketing, Communications, or a related field (preferred).
• 2+ years of experience in account management, client services, or a related role.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to actively listen, identify client needs, and escalate potential service expansions without direct sales responsibility.
• Comfortable working in a fast-paced, client-focused environment.
• Experience with CRM tools, customer engagement platforms, or project management software is a plus.

Nice to Have

• Experience with JIRA Help Desk for issue tracking and documentation.
• Proficiency in Microsoft Teams for internal collaboration and client communication.
• Familiarity with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint) for reporting and documentation.
• Experience working with TPA or RCM tools, financial analytics, and performance dashboards.
• Knowledge of PACE (Program of All-Inclusive Care for the Elderly), Medicare, and Medicaid programs.
• Experience working with Electronic Health Records (EHR) systems and understanding their impact on healthcare operations.
• Familiarity with healthcare compliance, regulatory requirements, and reimbursement structures.

Why Join Us?As an Account Manager, you’ll play a vital role in ensuring client satisfaction and account stability while contributing to the company's long-term success. You'll have the opportunity to work with a dynamic team, develop professionally, and make a meaningful impact.