Account Manager

Join a team dedicated to supporting the crucial mission of improving health outcomes.

At Merative,  you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com

As the primary point of contact for Merative's Micromedex clients, the Account Manager (AM) is responsible for cultivating and managing long-term, strategic relationships with a portfolio of clients post-sale. The AM ensures clients are fully utilizing Micromedex data, tools, and services, driving customer satisfaction, retention, expansion, and upsell growth. Collaborating closely with the Account Executive, the AM will help position Merative as a trusted partner in achieving the client’s business goals.

Essential Duties & Responsibilities:

Relationship Management – Build and maintain strong, sustainable relationships with key stakeholders and decisionmakers across assigned accounts.

• Develop and nurture deep relationships across the client organization including identifying coaches, developing champions, and managing detractors.
• Establish regular contact with key client stakeholders and become a trusted advisor to assigned accounts.
• Demonstrate strong interpersonal skills with a broad range of colleagues across Merative on behalf of the client.
• Act as an extension of the client organization within Merative for all activities and escalations and coordinating all resources necessary to resolve issues and promote success.
• Identify opportunities for solution expansion by acting as an advocate for Merative within the client organization.
• Collaborate with the Account Executive as a consultative subject matter expert, identifying client business objectives, documenting, and demonstrating product capabilities and use cases.

Customer Health – Effectively monitor and manage customer health using best practices.

• Monitor customer usage, feature adoption recognizing red flags and implementing action plans to address them.
• Monitor overall account health and satisfaction with Merative service and solutions.
• Understand customer business strategy and business case, and drive alignment between customer objectives and Merative capabilities.
• Develop and maintain a “success plan” for Prestige and Key accounts, that is, a plan of action to ensure customer recognizes value and achieves objectives to ensure customer satisfaction, success, and growth.
• Collaborate with the Account Executive to build living account strategy and execution plans that drive results including high client satisfaction, renewal rates and account growth.
• Identify opportunities for solution expansion by acting as an advocate for Merative within the client organization.
• Proactively identify, define, and drive action plans around accounts that are at risk of non-renewal.

Domain Expertise – Bring value to customers through deep product and market understanding.

• Develop deep product knowledge including ability to discuss, demo, and train clients on proper and efficient use of Merative tools so they find answers faster.
• Make proactive recommendations on leveraging Merative solutions by maintaining an expert level of industry and product expertise to demonstrate the Merative value proposition.
• Maintain strong competitive understanding of players in the clinical decision support, drug compendia market ensuring ability to differentiate Merative solutions.
• Understand the value proposition for clinicians of all types and deliver compelling presentations to each with confidence.

Embody Voice of the Customer – Understand and articulate customer needs, expectations and feedback into Merative to power our strategy.

• Ensure that assigned clients are made aware and are utilizing new features as appropriate and important to their needs.
• Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes.
• Solicit client feedback on product features and capabilities.
• Provide input to Development and Product Management regarding offering strengths and weaknesses.

Required Professional & Technical Experience:

• Personal interest in providing exceptional customer experience and supporting the customer’s success; enjoy working with people, with natural and effective communication and exceptional relationship building skills.
• Analytical skills; methodical and detail-oriented planner and problem-solver; ability to identify themes, risks, and recommend solutions.
• Strong, influential written and verbal communication skills.
• Reliable, dependable, and ability to keep a consistent schedule.
• Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously.
• Ability to confidently and successfully work with various departments and levels of any organization.
• Demonstrated record of accomplishment in relationship management, account service and account growth.
• Ability to travel up to 50%.
• Intermediate to advanced SFDC skills.
• Intermediate to advanced Microsoft Office skills
• 8+ years in Account Management or other Advanced Strategic Relationship role with focus on results preferred.

Education:

• Bachelor’s degree
• 5+ years in the healthcare industry in Account Management or other Advanced Strategic Relationship role. Understanding of the drug information / clinical decision support industry is a plus.

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.