Account Manager
Job description
About the role
An indispensable component of Clipboard's marketplace is its healthcare facility customers. The Account Manager ensures the continued success of the partnership between Clipboard and its facility partners, working to deliver an optimal experience at every level of clients' organizations. The job encompasses being a resource to facilities when issues arise, liaising with corporate level contacts, and keeping abreast of a litany of important business metrics for each facility. Your week will be balanced between high-touch customer engagement and internal account strategy, with a laser focus on Net Revenue Retention (NRR). You are an avid problem-solver, a strategic communicator, and a diligent executor who can navigate complex relationships to sharpen your business acumen. This is a role that demands ownership of the entire customer journey and the ability to translate operational realities into strategic growth initiatives.
Key facts
What you'll do
- Manage & Grow Your Portfolio: Own a book of business with full accountability for Net Revenue Retention (NRR). Identify churn risks, mitigate issues, and proactively uncover opportunities for commercial expansion.
- Strategic Account Planning: Build and maintain detailed account plans. Forecast performance accurately and provide regular insights to internal leadership regarding pipeline health and account stability.
- Drive Executive Value: Establish trust with both clinical and non-clinical executives. Lead Quarterly Business Reviews (QBRs) and strategic meetings to demonstrate value, align on business goals, and negotiate mutually beneficial outcomes.
- Operational Excellence: Act as the primary point of contact for complex escalations, ensuring rapid resolution while implementing systemic solutions to prevent recurrence.
- Cross-Functional Advocacy: Partner with Product, Legal, and Strategy Operations to represent the voice of the customer, driving product improvements and internal initiatives that optimize the client experience.
- Data Informed Decision Making: Leverage analytics to track key performance indicators, identify trends, and adjust tactics to improve retention and expansion within your portfolio.
- Pipeline Development: Source and qualify new opportunities within your assigned accounts, aligning solutions with facility needs and broader organizational objectives.
- Stakeholder Communication: Orchestrate clear and consistent messaging to multiple levels of stakeholders, ensuring alignment and transparency across the customer organization.
- Process Optimization: Evaluate existing workflows and propose enhancements that increase efficiency and strengthen the value proposition of the Clipboard platform.
- Continuous Learning: Absorb industry best practices and emerging trends in long-term care and healthcare operations to elevate your consulting approach.
- Commercial Acumen: Interpret financial metrics and contract terms to guide negotiations and ensure outcomes that support sustainable growth.
- Coaching and Mentoring: Provide guidance to internal teams on customer priorities, helping to shape the roadmap for features that impact client success.
- Risk Management: Monitor compliance and regulatory considerations within your accounts, flagging potential issues before they escalate.
- Collaboration: Work closely with implementation and success teams to ensure smooth onboarding and ongoing optimization for each facility.
Requirements
- Relationship management experience not required but strongly preferred.
- Excellent verbal and written communication skills.
- Willingness to try / lack of fear.
- Bachelor's Degree.
- You are comfortable operating in a fast-paced, dynamic environment where priorities can shift rapidly.
- You possess strong analytical skills and can synthesize complex information into actionable recommendations.
- You have a proven track record of owning end to end responsibility for business outcomes.
- You are self-motivated and disciplined, capable of managing your time and workload without direct supervision.
- You are based in Canada and able to work fully remote.
- You have a genuine passion for solving problems and delivering value to customers in the healthcare sector.
- You are comfortable using technology to manage workflows and analyze data at scale.
- You understand the importance of confidentiality and can handle sensitive information with professionalism.
Practical notes
- Case Study
2. Interview + Customer Call Simulation
- Executive Interview
4. [Possible] Culture chat with CFO
Why a case study first? Since this role is remote and requires a high degree of autonomy, the case study helps us understand how you operate in an asynchronous environment. Specifically, we're looking at how you interpret written context, navigate ambiguity, and identify opportunities independently.This ensures our first conversation is grounded in your actual work style rather than just a resume walkthrough.