National Account Manager, SMB/Groups

Summary

Join Suki, a leading AI voice solutions company in healthcare, and help grow relationships, impact, and revenue for top national accounts in the small and medium business segments. As a National Account Manager, you will cultivate and maintain strong relationships with clients, ensuring high customer satisfaction and ROI. You will be responsible for onboarding, training, and retaining clients, identifying new business opportunities, and collaborating with cross-functional teams. The role involves building relationships with key stakeholders, operationalizing and scaling work with national accounts, and developing regional and national strategies. You will also manage a portfolio of SMB/Group customers, drive successful training and adoption, and proactively identify and resolve risks and issues. This position requires a results-driven individual with executive presence, a customer-centric mindset, and strong strategic planning skills.

Requirements

• Results-driven: results matter, winning matters.  You can achieve your goals with minimal supervision and processes.  You can quickly assess how to reach your objectives and who can help you get there
• Executive presence and consultative approach: You exude confidence and integrity, have great listening skills, and can translate client’s needs and challenges into a strategy that aligns with them
• Customer Mindset: Manage your portfolio of customers and establish a role of trusted advisor, building relationships at all levels within the organization. Develop an understanding of Suki products and help customers adopt and leverage our products to meet their goals and business needs
• User-focused: You find joy in providing At-The-Elbow training to care providers on our products. You have an innate understanding of user behavior, and ensure users are receiving quality service
• Adaptability: You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact
• High-Accountability: You can be counted on to consistently deliver high-quality work while representing your team in the field
• Strong strategic planning, problem-solving, critical thinking, decision-making and analytical skills
• Technical and clinical acumen necessary to carry meaningful conversations with IT and clinical folks
• User-centered: You are obsessed with the customer experience. You’re energized by talking to customers and you can’t wait to translate key consumer needs into business and product requirements. You have an innate understanding of user behavior
• Data Driven: You use metrics to drive decision making
• Self-starter: You are motivated by impossible challenges and energized by creating something new
• Process Oriented: Our customer care process will constantly need to be iterated on to ensure our users have the best experience possible, and you’re excited about this
• Adaptability:  You thrive in a fast-moving organization that uses light-weight processes and cutting-edge technology to have a huge impact. Believe that “what got you here, won’t get you there”
• Rigor: You are detail oriented and hold others to a high standard
• 5+ years selling complex Healthcare IT SaaS to Healthcare Executives into small and medium-sized hospital systems, boutique clinics, and co-ops
• 5+ years of customer facing experience within healthcare SaaS (provider, PBM, Enterprise, or payer interface preferred)
• Experience leading through customer escalations, executive summaries, and presentations
• Demonstrated ability to develop strategies to convert competitive accounts
• Strong track record of meeting/exceeding sales targets
• Exceptional communication, presentation, and conflict resolution skills
• Willingness to travel 25% approximately per month
• Technical understanding of cloud services, EMR integration and understanding of SaaS solutions
• Familiar and adept with using Salesforce and Marketing CRMs
• Bachelor’s degree required

Responsibilities

• Building, cultivating and leveraging relationships in 4 national small and medium business accounts to drive and uncover new business opportunities in your region
• Cultivating existing relationships while establishing new ones with key clinical/IT stakeholders
• Help Suki operationalize and scale our work with the National Accounts to improve the sales cycle and maintain high customer satisfaction and retention
• Identifying new Suki users within the SMB/Groups in collaboration with your colleagues in Customer Success and developing regional and national strategies
• Work closely with Marketing on campaigns to target new users within SMB/Groups accounts
• Maintain accurate account funnel and forecast in SFDC
• Develop a deep understanding of Athena EHR and Suki’s integration, value proposition, and competitive differentiation in the marketplace
• As a member of the Sales team, your role is to also own and manage a dedicated portfolio of SMB/Group customers and drive the successful training and adoption of all segments of Suki users
• You will be responsible for engaging with external parties such as customer teams, practice managers, IT support teams, regional and national leadership to ensure Suki and users are set up for success
• You will also be responsible for proactively identifying and driving the resolution of risks and issues that you encounter in the field, and for developing creative solutions that will best meet the needs of our customers
• The National Account Manager is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities
• You will also translate your learnings from training users into periodic business reviews and engage with our customers on opportunities to expand usage and increase the value of our partnership
• You will use metrics, regular interaction, and other attributes to maintain an accurate gauge of customer health, continuously working to improve/maintain a healthy state, measure the success of our deployments, and identify opportunities for deeper engagement
• This individual will also take the lead in identifying and solving for customer barriers
• They will be responsible for escalations and assuring a strong voice of the customer to internal Suki stakeholders

Benefits

OTE salary range for this role is between $150,000 to 175,000 in CA