Account Manager - Customer Success

About Sciometrix

At Sciometrix, our goal is to deliver the best-ever personalized care with utmost compassion enabling patients to lead healthier and happier lives. Our commitment to innovation in healthcare technology drives us to lead the way in Care Management, Digital Care Coordination, Value-Based Care, and Population Health.

We envision a world where advanced technology and human compassion intersect seamlessly to deliver superior patient experiences and outcomes.”

Our mission is to enhance the lives of patients by leveraging digital solutions that reduce hospital readmissions, improve health outcomes, and optimize the delivery of healthcare services.

At the heart of our philosophy lies the belief that every patient deserves access to the highest quality of care, tailored to their individual needs. We strive to make this vision a reality by pioneering innovative solutions that prioritize patient well-being and provider efficiency. With Sciometrix, the future of healthcare is not just about treating illnesses; it's about empowering patients to live their best lives.

What's In For You?

Innovative & Diverse Startup Culture: Join a forward-thinking digital health company where diverse perspectives fuel innovation. We foster an inclusive, dynamic environment where every voice is valued and contributes to transforming virtual care and customer success.

Collaborative Team Environment: Thrive in a culture built on teamwork and open communication. Work closely with sales, product, support, physicians, specialists, and allied health professionals to deliver seamless, patient-centered solutions and exceptional customer experiences.

Cutting-Edge Telehealth Technology: Be at the forefront of telehealth and virtual care management. Gain access to proprietary, HIPAA-compliant software and advanced AI-driven tools like Clinicus that enhance patient monitoring, care coordination, and health outcomes.

❤️ Impactful Patient & Customer Care: Make a meaningful difference by remotely managing and optimizing care delivery. Play a key role in promoting continuity of care, patient education, and measurable improvements in outcomes.

Global Network & Growth: Expand your global network while learning and growing alongside top talent worldwide. Be part of an organization that embraces innovation and leverages advanced technology to elevate care standards.

Commitment to Diversity & Belonging: We are committed to driving industry change through diversity, inclusion, and belonging. Our leadership prioritizes building a safe, empowering environment where you can bring your authentic self to work.

Competitive Compensation & Benefits: Enjoy a competitive salary aligned with your experience, along with a comprehensive benefits package including medical, dental, vision coverage, paid time off, paid holidays, and downtown Royal Oak parking.

Positive & Rewarding Work Environment: Join a company recognized for clinical excellence, patient satisfaction, and provider success where your contributions are valued, supported, and celebrated.

Job Summary:

We are seeking an experienced and driven Account Manager to join our PEX team in the healthcare industry. In this role, you will manage and grow customer accounts, ensuring satisfaction, retention, and long-term success. You will act as a trusted advisor to healthcare providers, building strong relationships and advocating for their needs within the company. Your responsibilities will include developing strategies for account acquisition and growth, troubleshooting customer issues, and tracking key performance metrics to drive continuous improvement. The ideal candidate will have 6-10 years of experience in customer success, a strong healthcare background, and the ability to travel for quarterly meetings across the U.S. If you are tech-savvy, data-driven, and passionate about enhancing customer experiences, we encourage you to apply. We are over 110+ employees strong and looking for candidates that are looking make a difference. 

Role & Responsibilities:
Account Management:
-Develop and implement strategies to acquire and retain customer accounts, ensuring long-term relationships and satisfaction.
- Take ownership of the customer lifecycle, from onboarding to ongoing support, maintaining regular communication and engagement.
- Coordinate and ensure successful quarterly meetings with customers, traveling across the U.S. as required.

Customer Retention & Growth:
-Work closely with customers to understand their needs, continuously providing value and identifying opportunities for upsell and cross-sell.
- Foster strong relationships with healthcare providers, ensuring their voice is heard and acting as their advocate within the company.
- Develop and implement strategies to expand and grow provider accounts while maintaining a high level of satisfaction.

Performance Metrics & Reporting: 
-Track key customer success metrics and provide regular reports and insights to both customers and internal stakeholders.
- Continuously improve performance by collaborating with internal teams to troubleshoot issues and implement solutions.

Customer Support & Troubleshooting:

 -Provide effective troubleshooting and support to resolve customer issues in a timely manner.
- Serve as a liaison between customers and the internal teams to ensure smooth communication and issue resolution.
-Develop and implement initiatives to optimize the customer journey and enhance the overall customer experience.
- Collect and relay customer feedback to product and development teams to inform continuous improvement efforts.
- Act as a liaison between customers and internal teams, including the marketing and product teams, ensuring seamless collaboration.
- Be a customer advocate, gathering feedback and ensuring it is communicated effectively to the appropriate teams.

Data Management:

-Develop and maintain processes to manage customer data effectively.- Share relevant data with healthcare providers and ensure proper data analytics and management practices are followed.
Provider-Centric Approach: -Demonstrate a strong understanding of the healthcare industry and build relationships with healthcare providers, understanding their unique needs.
- Ensure customer success initiatives are tailored to the provider-centric approach, driving better outcomes for customers and the company.

Qualifications:
- Bachelor’s degree in Business, Marketing, Healthcare, or a related field.
- 6-10 years of experience in customer success, account management, or a similar role within the healthcare industry.
- Experience working with B2B SaaS, particularly in a start-up environment, is highly preferred.

-Strong business development and sales experience.
- Strong understanding of customer success principles and practices.
- Excellent communication and interpersonal skills with the ability to build and maintain strong customer relationships.
- Demonstrated ability to identify and pursue growth opportunities and manage customer expectations effectively.
- Analytical mindset with the ability to track and report on key performance metrics.
- Proficiency with customer success software and CRM tools.
- Strong troubleshooting skills and computer-savviness.
- Ability to travel across the U.S. for quarterly customer meetings and relationship-building activities.
- A proactive, growth-oriented mindset with the willingness to learn and adapt.

Location and Work Mode:- Royal Oak, Michigan (On-Site)

Sciometrix is an Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, disability, gender identity, veteran status, and more. Join us at Sciometrix and be part of a team dedicated to transforming healthcare through telehealth innovation.