Account Manager, Client Engagement Team

Location: Remote

Department: Client Engagement

Reports To: Chief Client Officer

Employment Type: Full-Time

The Account Management Role is responsible for building trusted relationships with clients, driving satisfaction, and supporting their continued success with our solutions and services. As the primary point of contact for assigned accounts, the Account Manager works to understand client goals, increase user adoption and enterprise-wide engagement, identify growth opportunities through additional solution offerings, secure renewals, and ensure long-term client retention.

The ideal candidate is proactive, detail-oriented, and passionate about client interactions while balancing business objectives and driving revenue growth. They are customer centric and responsible for building and maintaining professional relationships with prospects to support Ntracts’ commitment to service and revenue goals.

Responsibilities:

Client Engagement and Relationship Management:

• Establish and maintain strong, long-term relationships with clients.
• Proactively identify and address client needs and concerns.
• Serve as the primary point of contact for assigned accounts, ensuring client needs are met and exceeded.
• Conduct regular client meetings, quarterly business reviews and facilitate proactive communication to ensure satisfaction and engagement.
• Monitor Client Risk and Client Health reports to proactively address client risk and/or opportunities for growth
• Prepare and deliver reports, metrics, and insights that demonstrate value and return on investment.

Account Growth and Retention:

• Develop and implement account strategies to drive revenue growth and client retention.
• Monitor account performance and client health and provide regular reports on progress.
• Understand client business goals, challenges, and operational workflows to align solutions effectively.
• Identify and pursue opportunities for upselling and cross-selling.
• Negotiate and close deals to achieve sales targets.

Learning, Client Communication and Collaboration:

• Develop a thorough understanding of our products and service offerings and be an expert around their functionality
• Conduct demonstrations of Ntracts solutions
• Effectively communicate with clients, internal teams, and stakeholders.
• Collaborate with cross-functional teams to ensure seamless client engagement and service.
• Work cross-functionally with internal teams (sales, product, support, services) to resolve client issues and deliver an exceptional client experience

Market Knowledge and Industry Trends:

• Stay up-to-date on industry trends, competitor activities, and best practices.
• Provide insights and recommendations to improve client solutions and services.
• Represent the company professionally and effectively in all interactions.

Qualifications and Requirements:

• 3+ years prior experience in Account Management, Customer Success and/or Sales Role(s)
• Experience in healthcare, specifically governance, risk, compliance and legal
• Familiarity with governance, risk, compliance and contract lifecycle management (CLM) systems or SaaS platforms
• Proven track record of meeting or exceeding client satisfaction, retention goals, renewal and sales quotas
• Ability to build relationships with decision makers, key influencers
• Ability to multitask and juggle several responsibilities simultaneously
• Excellent communication and problem-solving skills
• Stable internet connectivity
• Knowledge of Microsoft Office Applications, Including Outlook, Word, and Excel, and PowerPoint, SalesForce and/or HubSpot CRM
• Ability to learn new software quickly
• Love of making an impact and thriving in collaborative and energetic teams