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DexCare is looking for an Account Relationship Executive to manage an enterprise book of business from an operational perspective. You will grow customer relationships with stakeholders and increase retention by delivering world-class customer service while being the primary operational contact for accounts. In collaboration with the Expansion Regional Sales Directors, you are responsible for defining and reaching success through journey mapping, business reviews, and account meetings, all while capturing the voice of customer and cascading information into DexCare.
What You’ll Do
- Maintain, prioritize, and centralize operational issues aligned with customers’ program management to see them through to resolution (customer-facing comms)
- Retain and grow accounts within assigned book of business in partnership with the Enterprise Regional Sales Directors (ERSDs) by creating and developing personalized playbooks: joint success plans, customer journey mapping, strategic and operational account meetings, visiting customers onsite, business reviews, white space mapping, opportunity creation, and tracking
- Serve as the internal project manager for customers within their book of business and effectively utilizing and prioritizing issues for Support, Implementation, Product, Engineering, and other teams (internal accountability comms)
- Effectively communicate with the ERSDs and internal stakeholders regarding the health of the customer
- Report on forces that shift tactical budgets and strategic direction of accounts, maintain renewals, upsell pipelines, and provide weekly status updates
- Delivers consistent customer performance reporting and ROI to be used by ERSDs for account planning and strategy
- Manage and facilitate customer community, including activities in a Customer Resource Center and Customer Community events
What You’ll Bring
- 8+ years of customer success or account management experience
- Proven experience creating customer joint success plans, journey mapping, business reviews and managing enterprise accounts IDN level accounts both operationally and strategically
- Proven ability to communicate, present, and influence across all levels of the organization, including executive and C-level
- Proven ability to articulate the distinct aspects of products and services, as well as the ability to compare products against competitors
- Excellent verbal and written communication skills
- BA/BS degree or equivalent experience
United States only
Puerto Rico only
