Role Overview: The Demand Account Manager plays a crucial role in enhancing Parachute Health's partnerships with enterprise health systems and hospitals. This strategic position requires a proactive approach to account management, focusing on client satisfaction, engagement, and business growth within the DME e-Prescribing sector.

Key Responsibilities:

• Client Relationship Management and Growth:
  • Ensure seamless transition and management of accounts from the health system implementation team (EOPs) to maximize client engagement and utilization.
  • Forge and nurture relationships with key stakeholders to ensure long-term satisfaction and retention.
  • Team Leadership and Development:
    • Lead the establishment and growth of the Enterprise Account Management department, including hiring, onboarding, and mentoring.
    • Utilize Gainsight for day-to-day account management functions, driving data-driven strategies and fostering a culture of continuous improvement.
• Strategic Growth and Development:
  • Identify and strategize on growth opportunities. Develop and execute growth plans to deepen adoption within health systems.
• Cross-Functional Collaboration
  • Effectively collaborate with cross-functional teams, including Implementation, Engineering, Sales, Product, Strategy, Data, and Support, to ensure seamless operations and the achievement of shared goals such as company Objectives and Key Results (OKRs)
  • Demonstrate exceptional coordination and communication skills to foster a cohesive environment where departmental initiatives are aligned with organizational strategy and client expectations.
• Data Analysis and Presentation:
  • Analyze customer data utilizing Tableau to identify trends and opportunities for upselling and cross-selling.
  • Lead quarterly and annual business reviews, presenting valuable metrics and insights to key stakeholders professionally and concisely
• Integration Management and Technical Liaison
  • Possess a strong technical acumen with the ability to troubleshoot alongside the Implementation, Integration, and Product teams, refining workflows to ensure a seamless integration of EHR systems with Parachute
  • Serve as a technical liaison, translating complex integration challenges into actionable insights for non-technical stakeholders, and ensuring a clear understanding and resolution of issues across all organizational levels
  • Skillfully follow a structured troubleshooting protocol, engaging the appropriate teams in a timely manner. Exhibit a keen ability to identify potential risks, escalate issues effectively, and propose viable solutions, ensuring the stability and reliability of Parachute for our clients
• Training and Product Optimization:
  • Proactively offer refresher training sessions for enterprise clients requiring additional support or for those who have expanded their operations, ensuring their teams are fully equipped to maximize the utility of Parachute.
  • Monitor and collect customer feedback, coordinating with the product team to prioritize feature requests and enhancements
• Industry Engagement and Knowledge:
  • Represent Parachute Health at industry events, enhancing brand visibility and fostering new business opportunities.
  • Continuously update knowledge of the healthcare industry, market trends, and competitive landscape.
• Travel and Time Expectations
  • Travel Commitment:
    • Embrace the opportunity to represent Parachute Health at various conferences and industry events, anticipating travel frequency of 1-2 times per month during peak conference season (August-October) - about 25%
  • Flexible Working Hours:
    • Demonstrate flexibility in accommodating client interactions across different time zones, including willingness to adjust working hours when necessary to provide timely support to West Coast clients. While such flexibility is essential, Parachute Health is equally committed to promoting work-life balance and ensures that time is managed effectively and respectfully.

Desired Qualifications:

• Minimum of 2 years experience working with enterprise-level health system accounts in a healthcare tech company.
• Ideal candidates will have a proven track record in implementation, account management, or in a customer success role with a strong emphasis on resolving integration challenges.
• Experience preparing and presenting information to clinical and executive level leadership
• Leadership qualities and a desire to be part of building a successful and innovative Demand Account Management department
• A self-starter with a creative and driven mindset, committed to delivering white-glove service and value to clients while expanding the business
• Exhibit a strong sense of urgency and a results-driven mindset in addressing client needs and departmental objectives.
• Strong analytical skills with the ability to translate data into actionable insights - experience with Tableau or another data platform preferred
• Excellent communication and relationship-building abilities - both internally and externally
• Proficiency in Gainsight or similar customer success platforms is highly advantageous

Benefits

• Medical, Dental, and Vision Coverage
• 401(k) Retirement Plan
• Remote-First Company
• Equity Incentive Plan
• Annual Company-Wide Bonus (up to 15%)
• Flexible Vacation Policy
• Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
• Monthly Internet Stipend
• Annual Home Office Stipend
• Co-Working Space Reimbursement

Salary:

Base: $70-$90K