Note: The job is a remote job and is open to candidates in USA. MCG Health is a leading healthcare organization dedicated to patient-focused care. As an Account Manager, you will serve as the primary point of contact for MCG customers, addressing their needs and ensuring strong relationships throughout the customer life cycle.
Responsibilities
- Establish and maintain ongoing relationships with an assigned list of MCG customers
- Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements
- Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes
- Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders
- Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem
- Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner
- Perform periodic outreach, manage inbound calls and respond to customer requests promptly
- Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc
- Support MCG Finance team, assisting with basis verification, invoice follow-up etc
- Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points
- Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals
- Document all client communication in CRM (i.e., Gainsight, Salesforce)
- Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement
- Participate in special initiatives as required to address organizational data needs or solution promotion
- Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches
- Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders
Skills
- BA/BS degree
- Able to assess client needs, prioritize work and engage other resources as needed
- Experience in healthcare and/or software/technology service industries
- Experience with CRM solutions, especially Gainsight and Salesforce
- Experience in Account Management, Customer Service or other market-facing roles with proven results
- Demonstrated ability to build relationships and resolve customer issues with quality in mind
- Collaborative orientation with focus on customer outcomes and customer value
Benefits
- Remote work
- Occasional travel expected for company-sponsored events
- Medical, dental, vision, life, and disability insurance
- 401K retirement plan; flexible spending and health savings account
- 15 days of paid time off + additional front-loaded personal days
- 14 company-recognized holidays + paid volunteer days
- Up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
- LGBTQ+ Health Services
- Pet insurance
- Check out more of our benefits here:
Company Overview