Strategic Account Manager

Verisys is a healthcare data and credential verification organization supporting provider data, workforce data, and relationship management solutions for hundreds of organizations. The Strategic Account Manager owns long-term client relationships, focusing on retention, satisfaction, renewals, and strategic expansion through proactive engagement and contract governance. The role partners closely with Sales and cross-functional teams to manage escalations, identify upsell opportunities, and improve client health.

• Execute strategic quarterly or annual business reviews for Top 50 clients
• Lead end-to-end client renewal processes, initiating engagement with SalesOps and Leadership at least 6 months prior to contract expiration
• Hold regular client meetings to identify upsell opportunities and new service needs; collaborate with Sales to execute and close deals
• Conduct formal contract reviews; document terms, requirements, and fees; facilitate billing audits (escalators, minimums, annual fees, pass-through fees) and validate SLA adherence
• Serve as escalation point for Tier 1 tickets managed by Solution Services; coordinate cross-functional resolution, RCA, and preventative actions
• Manage and prioritize client enhancement requests
• Collect and manage monthly client volume forecasts to support internal operations and staffing plans
• Identify product improvement opportunities for assigned customers/markets and route feedback through appropriate channels
• Monitor contractual SLAs and take proactive action for at-risk SLAs
• Respond to client inquiries and provide updates within established timelines
• Complete monthly client health reporting and drive actions to improve at-risk client health
• Act as subject matter expert for assigned clients/markets, staying current on use cases, regulatory shifts, and industry trends
• Collaborate with Sales and Implementations to ensure smooth transitions and consistent expectations across the customer lifecycle
• Provide backup support for team members on PTO
• Train new team members and cross-train existing team members as needed
• Create and maintain complex process documentation
• Lead or participate in ad-hoc special projects

• 5+ years of account management experience
• Experience managing clients at business owner and executive levels, including communicating directly with executive leadership
• Experience supporting contracting processes (renewals, addendums, amendments)
• Experience developing and delivering strategic presentations to executive-level stakeholders
• Exceptional written and verbal communication skills
• Advanced customer service, critical thinking, and problem-solving skills
• Ability to multitask in a fast-paced environment while remaining detail oriented
• Ability to adapt to change and follow established team processes
• Advanced knowledge of Google Workspace and/or Microsoft Office Suite
• CRM experience (e.g., HubSpot, Salesforce)
• Ticketing system experience (e.g., Jira, Azure)
• Bachelor’s degree or equivalent experience

• Preferred: Healthcare industry or technical account management background; sales experience

• Remote role
• Must reside in one of the following U.S. states: AZ, CO, FL, GA, IL, IN, KS, KY, MD, MA, MO, NC, OH, OK, PA, TN, UT, VA, WI
• Benefits and career development emphasized (coaching, training, customizable career/benefits options) and participation in diversity and inclusion initiatives
• Equal Opportunity Employer
• Hiring process may use AI tools to assist application review; final decisions made by humans