Key Account Manager

Key Account Manager

The Key Account Manager is a strategic partner to Rev Spring's most important and complex customers. This role is responsible for building trusted relationships, understanding each customer's business, and helping customers achieve greater value from Rev Spring's products and services.

Key Account Managers serve as the customer's primary advocate within Rev Spring. They develop strong relationships with executives, decision-makers, operational leaders, and product users while coordinating internal teams around customer goals.

This is not simply a communication or escalation role. Key Account Managers are expected to develop deep product knowledge, understand how customers use Rev Spring solutions, and confidently lead detailed conversations about product capabilities, workflows, adoption, performance, and optimization.

Success in this role is measured by:

• Strong, trusted customer relationships
• High retention and long-term account stability
• Increased product adoption and customer value
• Proactive identification and resolution of risks
• Strategic alignment between customer priorities and Rev Spring capabilities
• Growth opportunities created through trust and demonstrated value

Primary Responsibilities

Strategic Relationship Management

· Build trusted relationships across the customer organization, from executives to product users.

· Develop a deep understanding of the customer's business, priorities, challenges, workflows, and desired outcomes.

· Serve as a trusted advisor who brings insight and recommendations, not simply updates.

· Establish a consistent engagement strategy tailored to each account.

Customer Retention and Account Health

· Take direct responsibility for the health, satisfaction, and retention of assigned accounts.

· Monitor customer sentiment, product adoption, service performance, risks, and organizational changes.

· Identify concerns early and develop coordinated plans to address them.

· Support renewals by clearly demonstrating the value Rev Spring delivers.

Product Expertise and Customer Value

· Develop deep knowledge of the Rev Spring products used by assigned customers.

· Understand product functionality, customer workflows, and areas of friction or unrealized value.

· Lead credible, detailed product conversations with customer leaders and users.

· Recommend ways to improve adoption, workflows, configuration, and overall product experience.

· Educate customers on relevant capabilities, enhancements, best practices, and roadmap developments.

· Partner with Product, Support, Implementation, and Operations to address customer needs and feedback.

Strategic Account Oversight

· Maintain a strategic account plan for each assigned customer.

· Lead executive business reviews and other strategic meetings.

· Use customer data, product insights, and business context to provide meaningful recommendations.

· Coordinate internal teams so customers experience a unified Rev Spring partnership.

· Maintain awareness of customer leadership changes, business initiatives, and evolving priorities.

Customer Advocacy and Cross-Functional Leadership

· Represent the customer's goals, concerns, and experience across Rev Spring.

· Bring the right internal teams together to solve problems and advance customer priorities.

· Clarify ownership, urgency, expected outcomes, and next steps.

· Influence stakeholders and drive accountability without formal authority.

· Ensure customer communication is accurate, timely, transparent, and complete.

Required Qualifications

· Experience managing strategic, enterprise, or complex customer relationships.

· Strong relationship-building skills across executive, operational, and technical audiences.

· Experience owning customer retention, satisfaction, or account health.

· Ability to develop deep expertise in complex software products and workflows.

· Strong business acumen and the ability to connect customer needs to product capabilities.

· Excellent communication, presentation, discovery, and facilitation skills.

· Strong analytical, problem-solving, and organizational abilities.

· High degree of ownership, curiosity, judgment, and self-motivation.

· Ability to travel as needed.

Preferred Qualifications

· Experience in healthcare technology, patient engagement, payments, revenue cycle management, or enterprise SaaS.

· Experience leading executive business reviews, strategic account planning, or renewal strategies.

· Bachelor's degree or equivalent professional experience.

Location and Travel

· Rev Spring office-based or remote, depending on business needs.

· Travel to customer, partner, or Rev Spring locations as needed, traditionally no more than 25%.