Account Manager – Philadelphia

Job Description:  

Manage a portfolio of Mobile Aspects customers. Review customer success/account management data on a daily basis to keep abreast of any high-priority items that need to be addressed. Ensure high levels of customer adoption and customer support to maximize the chances of customer renewals. Conduct periodic business reviews with hospital/department leaders to review data coming out of iRIS products. Create and maintain account plans for each account and see initiatives through to completion.

Roles and Responsibilities:

• Be the definitive expert in operationalizing clinical efficiency and patient safety goals for our customers and drive their success with Mobile Aspects as a trusted advisor, partner, and extension of their team.
• Review customer usage data and value metrics on a regular basis. Identify potential problem areas and put together projects to help solve issues in tandem with Customer Support team.
• Maintain a regular, predictable communication cadence (drumbeat) with each customer and keep detailed notes of each encounter.
• Manage a diverse portfolio of customers using different solutions at different levels of sophistication.
• Engage at all levels of the customer: from the C-suite, to department leadership, to end-users, and help each individual meet their goals with Mobile Aspects products.
• Provide detailed reporting and analysis to customers (Business Reviews) with prescriptive recommendations on next best actions.
• Proactively manage client expectations and deliver exemplary customer service. Meet or exceed the customer’s expectations of knowledge and professionalism.
• Escalate any issues that impact successful execution of the work before the customer is negatively impacted.
• Be an expert on hospital supply chain management, endoscope management, and tissue management, thoroughly understanding the workflows of each customer.
• Become an expert on the iRIS product platform and have a thorough working knowledge of the features of each product and how they can benefit a customer.
• Understand and translate customer business/patient safety goals into successful account management plans in order to achieve them using Mobile Aspects technology.
• Advocate and assist in the prioritization of new customer features and product enhancements, influencing the Mobile Aspects product roadmap and collaborating with the Product team to identify short-term solutions.
• Track and maintain accurate client records and hit key engagement milestones using Mobile Aspects account management tools. • As needed, assist with technical support and new project implementation.