instED Customer Account Manager (Remote)

📋 Description

• • As a Customer Account Manager at instED, a CareSource Management Group Company, you will be at the forefront of managing and growing our client relationships, playing a pivotal role in ensuring customer success and driving revenue growth within your assigned accounts.
• • This position is instrumental in shaping and executing scalable business processes that enhance our existing customer operations and strengthen client relationships, contributing directly to instED's mission of responsibly reducing healthcare costs and improving patient and provider satisfaction.
• • You will adopt a data-driven approach, meticulously analyzing customer utilization data to identify trends and proactively implement strategies that maximize the value proposition of instED's innovative service delivery model for their providers, clinicians, members, and patients.
• • A core responsibility involves partnering closely with customer stakeholders to oversee daily activities, identify opportunities for increased ROI, and champion the expanded adoption of instED services.
• • Thriving in a fast-paced, start-up environment is essential, as you will be an integral part of a dedicated team committed to transforming healthcare delivery.
• • This role reports directly to the Director, instED Business Development, and requires close collaboration with instED's business development, marketing, technology, product, and operations teams to ensure seamless service delivery and continuous improvement.
• • You will be expected to be available for meetings with assigned customers, whether conducted remotely or in person, ensuring consistent engagement and support.
• • A key objective is to maintain and grow service volume and revenue from each assigned customer through strategic account management and proactive engagement.
• • You will lead comprehensive training sessions for customer constituents, including staff, network providers, and other relevant parties, to ensure effective utilization of instED services.
• • Designing and implementing customer demand generation and outreach strategies will be crucial, requiring engagement with customer leadership to secure support for initiatives aimed at increasing provider and member patient adoption.
• • Continuous monitoring and performance evaluation of these strategies and programs are essential to ensure their effectiveness and to make data-informed adjustments.
• • You will be responsible for diligently monitoring customer utilization data, analyzing trends, and taking appropriate actions to optimize service delivery and customer outcomes.
• • Regular participation in customer staff and provider meetings, both onsite and remote, is expected to build awareness of instED services and foster increased utilization.
• • You will provide regular, detailed reporting to the instED management team on customer utilization metrics, key performance indicators (KPIs), and other relevant data on a daily, weekly, monthly, quarterly, and annual basis.
• • The role involves designing and executing project plans for the successful implementation of new instED customers at local, regional, and national levels, managing the entire implementation lifecycle.
• • You will manage the critical contract renewal process, ensuring client retention and identifying opportunities to increase service activity and value.
• • Establishing and leading monthly and quarterly Executive Business Reviews (QBRs) and governance meetings with customer executive stakeholders will be a key function, focusing on reviewing performance, demonstrating ROI, and aligning on future strategies.
• • You will serve as the primary point of contact for customers, addressing general service inquiries, technology access issues, and managing, resolving, and escalating customer leadership issues as necessary.
• • Providing valuable feedback on instED service and technology enhancements, based on direct customer interactions and requests, will contribute to product and service evolution.
• • Active participation with instED Marketing, Technology, Process Innovation, and Operations teams in the ongoing optimization of the instED service delivery model is expected, including sharing customer feedback, contributing to ideation sessions, and participating in platform user acceptance training (UAT).
• • You will contribute to content development for marketing and outreach campaigns, supporting instED's growth initiatives.
• • Attendance at relevant trade shows and industry events may be required to represent instED and foster industry connections.
• • This role requires flexibility, including the ability to meet onsite at customer locations as needed.
• • You will perform any other job-related duties as requested to support the instED team's objectives.