Account Manager

Why We Have This Role

As a Sr Account Manager on our Safety Delivery Team, you will play a central role in delivering exceptional support and implementation services to healthcare clients. You will serve as a primary client advocate, managing support requests, assisting with implementations, and leveraging deep safety product knowledge to troubleshoot platform issues and advise healthcare organizations on best practices. A key responsibility includes leading client implementations into our Patient Safety Organization (PSO), ensuring technical integrations and operational requirements are fully achieved. If you are passionate about technology-driven healthcare transformation, driving user adoption, and improving patient safety outcomes, this role is for you.

How You’ll Find Success

• Client Advocacy & Service Mindset: Passionately advocates for healthcare clients, maintaining high engagement and delivering timely, high-quality resolutions.

• Technical & Platform Troubleshooting: Efficiently diagnoses, investigates, and resolves complex user, technical, and platform-related support tickets.

• Implementation & PSO Guidance: Seamlessly leads clients through post-go-live adoption and specialized implementation programs, such as Patient Safety Organization (PSO) setups.

• Cross-Functional Partner: Collaborates effectively with Delivery, Product Management, and Engineering teams to voice client needs and continuous software improvements.

• Detail & Deadline Management: Comfortably manages multiple simultaneous projects, client accounts, and deadlines with strong organizational skills.

How You’ll Grow

• Expand your expertise in healthcare SaaS platforms, patient safety protocols, incident reporting workflows, and PSO compliance framework operations.

• Build strong cross-functional exposure by working directly with Delivery, Product Management, and Engineering teams.

• Enhance your client enablement and instructional design skills by developing client-facing training programs and best-practice documentation.

• Further develop leadership capabilities in strategic client management and healthcare technology execution.

Things You’ll Do

• Manage Client Support & Escalations: Efficiently resolve client support tickets for safety platforms and partner with technical teams on escalated issues.

• Lead PSO Implementations: Serve as the primary point of contact for onboarding clients into the Patient Safety Organization (PSO), ensuring complete alignment with system integrations and compliance standards.

• Drive Platform Adoption & Training: Deliver client training sessions and maintain updated training resources to empower user self-sufficiency and platform utilization.

• Advocate for Client Needs: Collaborate with Product Management, Engineering, and Delivery teams to translate client workflow needs into product optimizations.

• Advise on Safety Workflows: Recommend platform features and workflows that align with client safety goals, incident reporting needs, and compliance standards.

What We’re Looking For On Your Resume

• 3+ years of client-facing experience in customer service, healthcare, or project management (ideally within Healthcare SaaS or digital health technology).

• Proven experience supporting or implementing software platforms, user training, or customer onboarding.

• Bachelor’s degree or equivalent 4-year college program.

• Strong computer proficiency including Microsoft Office (Word, Excel, Outlook) with higher-level Excel skills preferred.

• Excellent written and verbal communication skills with strong analytical and organizational capabilities.

What You Should Know About This Team

• Mission-Driven Work: Our team is dedicated to improving healthcare outcomes and patient safety through innovative technology solutions.

• Client-Centric & Collaborative: We work closely with internal product and engineering teams to ensure our clients' voices drive ongoing platform improvements.

• Fast-Paced & Dynamic: We manage multi-faceted projects and client inquiries in a high-energy, collaborative environment.

• Focus on Growth & Empowerment: We place strong emphasis on continuous product education, team collaboration, and client success enablement.

Our Team’s Favorite Perks and Benefits

• Comprehensive Health & Wellness Coverage: Premium health, dental, and vision packages for team members and dependents.

• Skill Development & Learning Opportunities: Dedicated support for professional development, technology training, and career progression.

• Generous Paid Time Off: Comprehensive vacation, sick leave, and paid company holiday schedules.

• 401(k) Retirement Plan: Matching company contributions to help you build and secure your financial future.