Key Account Manager

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Account Manager

Mission

The Account Manager will focus on driving customer success at existing CenTrak customers by cultivating and growing client relationships. This role will work closely with hospital clinical and technical personnel to ensure optimal health and operation of installed CenTrak systems. In addition, this role will be responsible for identifying new business opportunities with the client, including professional services, system upgrades, expansions, and new use cases. This role is the primary liaison between key customers and our professional services, support, and sales teams. The ideal candidate will have a strong understanding of the healthcare industry, excellent communication skills, and demonstrate a collaborative and team approach to exceeding customer expectations. This highly visible role is part of the sales organization and will be a primary client advocate across the organization.

Responsibilities

Key Results Area:

• Drive customer satisfaction and build referenceable clients.
• Identify and cultivate new and expansion revenue opportunities at key customers.
  
  

Essential Responsibilities

• Monitor the RTLS system health at key customer sites through remote technology tools. Provide recommendations for improvement and optimization.
• Assess the use of CenTrak solutions and their impact on asset, inventory, patient, and clinical workflow. Provide recommendations for improvement and optimization.
• Coordinate CenTrak internal resources to maintain and optimize system performance.
• Be able to effectively communicate CenTrak’s value propositions and make recommendations for professional service, product upgrades, and new solution offerings.
• Identify, cultivate, and close sales associated with system maintenance, professional services engagement, product upgrades, and minor system additions.
• Identify and cultivate system expansions and new use cases. Work closely with the assigned sales lead to bring these opportunities to closure.
• Identify and cultivate professional relationships with key influencers at customer sites.
• Be able to effectively communicate CenTrak’s value propositions and make recommendations for professional service, product upgrades, and new solution offerings.
• Maintain regular contact with clients, including regularly scheduled meetings, onsite check-ins, and Quarterly Business Reviews (QBRs)
• Source information regarding potential product improvements or new products by remaining current on industry trends, market activities, and competitors.
• Communicate with clients by phone, email, and face-to-face to ensure their needs are clearly understood and addressed.
• This position requires the individual to be home office based and commit to travel to customer locations.
  
  

Qualifications

Experience and Education:

• Bachelor’s Degree with 5+ years of customer service or sales experience in the healthcare hospital industry
• Clear understanding of patient and staff workflow in a critical care hospital setting.
• Proven success in driving customer satisfaction through deep engagement and process management.
• Proven success in identifying and developing upselling and cross-selling opportunities.
  
  

Foundational Skills And Core Competencies

• Satisfactory problem-solving skills to help resolve customer complaints or needs.
• Excellent verbal and written communication skills to communicate product and service ideas to clients.
• Strong customer service and interpersonal skills for dealing with different types of customers and clients.
• Exceptional analytical skills for interpreting client data
• Time management and multitasking skills to handle multiple tasks and clients simultaneously.
• Strong contract negotiation skills
• Strong organizational skills and attention to detail
• Listening, creative thinker, decision-making acumen, problem solver, takes responsibility, demonstrates personal integrity & honesty.
• Ability to create a solution with appropriate products and services that meet business goals based on client discussions.
• Driven to meet or exceed customer expectations.
  
  

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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