Key Account Manager

Job Summary: The Key Account Manager is responsible for owning and stewarding relationships across a portfolio of our most complex and strategically important healthcare customers within our installed on-premise base. These customers are large Regional IDNs and health systems with sophisticated operating environments, long decision cycles, and evolving technology strategies. This role is intentionally designed for an experienced career Key Account Manager—a professional who specializes in managing enterprise healthcare accounts over long horizons through trust, continuity, and deep customer understanding. The Key Account Manager serves as the primary relationship owner for these customers, ensuring they are consistently supported, well-understood, and strategically aligned with our organization as their needs evolve over time. The role sits within the Sales organization and is oriented around relationship stewardship and enterprise account partnership. It complements existing sales and support functions by providing continuity and long-term engagement for complex customers.

Key Responsibilities:

Key Account Ownership & Partnership

• Serve as the primary relationship owner for a defined portfolio of large, complex healthcare systems.
• Build and sustain trusted relationships with executive, clinical, operational, IT, and financial stakeholders.
• Act as a consistent, knowledgeable point of contact who understands each customer’s structure, priorities, and operating model.

Account Engagement & Continuity

• Maintain ongoing visibility into account engagement, satisfaction, and overall health.
• Proactively coordinate conversations, follow-ups, and touchpoints to ensure customers feel supported and valued.
• Develop thoughtful, account-specific engagement plans focused on stability, value realization, and long-term partnership.

Strategic Discovery & Alignment

• Lead continuous discovery to understand customers’ technology strategies, operational priorities, and constraints.
• Maintain an informed view of each account’s future-state direction, even when near-term change is not planned.
• Ensure internal teams remain aligned to customer realities and longer-term opportunities.

Value Realization & Customer Advocacy

• Help customers maximize value from existing solutions through ongoing dialogue, workflow understanding, and best-practice alignment.
• Facilitate periodic business reviews and executive conversations focused on outcomes, impact, and partnership.
• Capture structured customer feedback and translate insights into actionable input for Product, Sales Leadership, and Strategy teams.

Cross-Functional Collaboration

• Partner closely with Sales, Customer Support, Product, and Accounting to deliver a seamless account experience.
• Work with the Accounting team on invoicing questions, contract alignment, and financial coordination to ensure clarity and consistency for customers.
• Coordinate internal resources thoughtfully, without creating unnecessary pressure or friction for customers.
• Serve as an internal advocate and subject-matter expert on enterprise on-premise customer needs.

Required Qualifications:

Education & Experience Guidelines

• Bachelor’s Degree in relevant field
• 5-8 years of experience in enterprise account management within hospital or healthcare software environments
• Proven track record of managing large Regional IDNs or complex health systems
• Deep understanding of hospital IT ecosystems, clinical workflows, and enterprise processes
• Experience operating in a competitive, multi-vendor healthcare technology environment
• Strong executive presence and credibility with senior customer stakeholders
• Highly consultative, relationship-driven approach with excellent judgment
• Proficient using Salesforce, Microsoft Excel, Microsoft PowerBI
• Ability to travel 30% required

Originally posted on Himalayas