Customer Account Manager - Healthcare at TeleSpecialists LLC

This is a remote position.

About Us:

TeleSpecialists is transforming healthcare delivery as the nation's largest and fastest-growing digital healthcare leader. By providing expert neurological and psychiatric care directly to over 400 hospitals and health systems across the country, we don't just provide care; we pioneer solutions that make quality healthcare easily accessible.

Join a team where your passion meets our purpose. If you’re inspired by innovation, thrive in a collaborative and entrepreneurial environment, and want to be a part of a team that’s reshaping the future of patient care, we want you on our team. At TeleSpecialists, you'll discover more than just a job. You will be able to experience meaningful work, accelerated career growth, and the opportunity to redefine healthcare for the future.

TeleSpecialists Offers:

• A great culture with a team environment
• A fun, diverse work environment
• A rapidly growing company with career advancement opportunities
• Medical, Dental and Vision benefits
• 401k match
• Paid Vacation
• Leadership Training Classes
• Mentorship Program
• Tuition Reimbursement

About the Role:

The Customer Account Manager - Healthcare is a results-driven professional responsible for managing a portfolio of client accounts while identifying opportunities to grow revenue through strategic sales and cross-selling. This role requires a consultative approach, strong problem-solving skills, and the ability to foster long-term client partnerships. Success in this position will directly contribute to TeleSpecialists' growth by enhancing client satisfaction and maximizing revenue potential.

CAMs work collaboratively within & outside of the Strategy & Growth Division, partnering with cross-functional teams to deliver exceptional client experiences. This position is ideal for an ambitious professional who thrives in a dynamic, results-oriented environment and demonstrates a strong understanding of healthcare operations.

Key Attributes for Success

• Consultative problem-solver with a client-first mindset
• Strong sales acumen with a proven track record of achieving revenue goals
• Collaborative leader with experience driving cross-functional initiatives
• Effective communicator with excellent negotiation and persuasion skills
• Data-driven decision-maker with an analytical approach
• Strategic thinker with a focus on long-term growth and client retention
• Resilient and adaptable in fast-paced environments

Essential Duties & Responsibilities

Revenue Attainment & Sales Quota

• Proactively identify and engage decision-makers within client organizations to achieve individual and team revenue goals.
• Consistently meet or exceed annual cross-sales targets using a consultative sales approach.
• Develop and execute account growth strategies by leveraging industry knowledge and client insights.

Footprint Growth

• Build and nurture influential relationships with key stakeholders to drive account expansion.
• Identify growth opportunities through active listening and data analysis, positioning TeleSpecialists as a trusted partner.
• Develop client advocates and referenceable accounts to drive further market penetration.

Retention & Renewal

• Lead proactive renewal discussions with a focus on solution-based negotiations.
• Collaborate with internal teams across sales, finance, quality, and medical staff divisions to address challenges and ensure client satisfaction.
• Partner closely with PSAMs to integrate physician feedback and issue trends into renewal strategies.
• Implement effective retention strategies to minimize churn and maximize client lifetime value.

Customer Satisfaction Management

• Serve as a client advocate by proactively addressing and resolving client issues.
• Establish and monitor key performance indicators (KPIs) to track client satisfaction and loyalty.
• Communicate insights to internal teams and recommend data-driven actions to improve outcomes.

Account Management

• Develop and implement comprehensive account management plans, including relationship mapping and regular account health assessments.
• Conduct onsite visits, virtual meetings, and executive briefings to maintain strong client relationships.
• Lead internal and external stakeholder meetings at corporate, division, and facility levels.
• Ensure Salesforce in updated to reflect all key account activities and follow-up commitments.

System/National Accounts

• Support the VP/Director of Client Account Management and VP of Business Development in managing large, complex accounts.
• Contribute to the development of key account strategies, ensuring consistent value delivery across portfolios.

Net Promoter Scores & Client Surveys

• Lead the execution of annual or bi-annual client surveys.
• Analyze feedback to identify trends, implement corrective actions, and achieve NPS goals.
• Collaborate with internal teams to ensure continuous improvements in service delivery.

Market Analysis & Growth Opportunities

• Conduct market and competitor analysis to identify new growth opportunities.
• Utilize strategic insights and active listening to generate cross-sale opportunities.
• Develop and present data-backed recommendations to senior leadership and clients.

Qualifications

• Bachelor’s degree (B.S. or B.A.) required; advanced degree in healthcare operations, management, financial planning, or healthcare policy preferred.
• 5+ years of experience in sales, consulting, strategic project management, or account management within a healthcare organization.
• Proven success in managing enterprise and facility-level client relationships.
• Experience managing complex, enterprise-level client relationships.
• Demonstrated ability to achieve revenue targets and drive business growth.
• Exceptional relationship management, communication, and negotiation skills.
• Proficiency in CRM platforms like Salesforce, HubSpot, or equivalent.
• Strong analytical skills with experience in data interpretation and reporting.
• Ability to work in a fast-paced, results-driven environment.
• Certified Account Manager (CAM), PMP, or equivalent certification is a plus.

Additional Competencies

• Experience navigating complex healthcare landscapes, including hospitals and payer-provider environments.
• Demonstrated understanding of the telehealth and healthcare technology industry.
• Proven ability to influence decision-makers and drive organizational alignment.
• Skilled in leading cross-functional teams to implement innovative solutions.