[Hiring] Account Manager @Merative

Role Description

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, while 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.

How You Will Contribute (Essential Duties & Responsibilities)

• Relationship Management
  • Build and maintain strong, sustainable relationships with key stakeholders and decision-makers 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 use case, to drive alignment between customer objectives and Merative capabilities.
  • Develop and maintain a “success plan” for Premier 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 nonrenewal.
• 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.

Qualifications

• 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 while working autonomously in a remote environment.
• 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.

Requirements

• 8+ years in account management or strategic client-facing roles.
• Bachelor’s degree and healthcare industry experience required.

Benefits

• A team united by purpose – Micromedex offers a unique opportunity to be part of a mission-driven organization dedicated to improving medication safety and clinical decision-making.
• A culture built on collaboration and impact – Work alongside smart, motivated teammates who care deeply about improving healthcare through technology.
• A place to grow your career – Build skills that evolve with you—whether you're leading strategic initiatives or helping clients adopt evidence-based solutions.
• A total rewards package that reflects our values – Competitive compensation, annual bonuses, paid time off, remote flexibility, and comprehensive benefits.