InstED Customer Account Manager; Remote

Job Summary

The Customer Account Manager is a key contributor to the inst

ED team, He/She will have assigned accounts and will be responsible for all customer‑facing account management, implementation, and revenue growth activities. He/She participates with management to design and implement scalable business processes related to existing customer business and relationship management. The Customer Account Manager applies a data‑driven approach to assist customers in realizing the full value proposition of inst

ED's service delivery model.

He/She is hyper‑focused on partnering directly with customer stakeholders to manage the day‑to‑day activities and identify opportunities to improve their overall return on investment (ROI) by increasing the use of inst

ED services (by their providers, clinicians, members, and patients). The Customer Account Manager must be comfortable operating in a fast‑paced, start‑up environment, as part of a committed team of individuals focused on responsibly reducing health care costs and increasing patient and provider satisfaction across all inst

ED customers. This role reports directly to the Director, inst

ED Business Development, and works closely with inst

ED business development, marketing, technology, product, and operations teams.

• Available to meet with assigned customers, when necessary, either remote or in person.
• Responsible for maintaining current service activity as well as growing service volume and revenue from each assigned customer.
• Leads training sessions with customer constituents (customer staff, network providers, others).
• Designs customer demand generation and outreach strategies and programs. Engages customer leadership to gain their support for activities related to increasing provider and member patient adoption and utilization of inst
  
  ED services. Oversees and monitors the execution and performance of these strategies and programs.
• Responsible for monitoring customer utilization data and taking appropriate action based on data trends and analysis.
• Participates in regular customer staff and provider meetings and other engagements to build awareness of inst
  
  ED services and promote utilization. Meetings may be onsite and remote.
• Responsible for reporting to inst
  
  ED management team daily, weekly, monthly, quarterly, annual customers utilization metrics and other relevant data.
• Designs and executes project plans related to the implementation of new inst
  
  ED customers locally, regionally, nationally. Manages new customer implementations.
• Manages the contract renewal process to maintain clients and increase visit activity.
• Establishes and leads monthly and quarterly Q  and governance meetings with customer executive stakeholders reviewing activity and ROI.
• Serves as first point of contact for general service, technology access, or other questions as well as customer leadership issue management, resolution, and escalation when necessary.
• Provides feedback on inst
  
  ED service and technology enhancements based on customer feedback and requests.
• Participates with members of inst
  
  ED Marketing, Technology, Process Innovation and Operations teams in the ongoing optimization of inst
  
  ED's service delivery model, through communicating customer feedback, participating in ideation sessions and platform user acceptance training (UAT), etc.
• Content development for marketing and outreach campaigns and marketing activities.
• Attends trade shows and industry events
• Meet onsite at customer locations
• Perform any other job related duties as requested.

• Bachelor's degree required
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Five (5) years experience working in account management, customer management, sales, provider network management, customer service, management consulting, and/or customer‑facing business operations roles required
• Five (5) years experience working in a clinical or health insurance organization, or payor or provider environment preferred

• Proficiency using MS Office, specifically Excel, PowerPoint, , Power BI, Patient Ping, other analytical tools.
• Ability to manage…