What are the responsibilities and job description for the Account Manager position at CRISP DC?
Job Summary
The Account Manager serves as the primary relationship owner for CRISP DC customers, ensuring effective adoption, optimization, and sustained use of CRISP DC tools and services. This role focuses on hospitals, ambulatory and non-hospital stakeholders (e.g., hospitals, long-term care, government agencies) and emphasizes improving data quality, workflow integration, and overall customer experience.
The ideal candidate brings prior account management experience in healthcare or health IT, with the ability to support customers through technical workflows, data exchange processes, and system integrations with minimal onboarding.
Requirements
Essential Duties and Responsibilities
Include the following. Other duties may be assigned.
- Build and maintain strong customer relationships, serving as the primary point of contact for assigned accounts.
- Develop working knowledge of CRISP DC tools, data flows, and customer-facing systems (including Salesforce)
- Lead onboarding and post-go-live support for new and existing customers, ensuring successful adoption and sustained engagement
- Guide customers in optimizing workflows, including patient panel management, data submissions, and use of CRISP DC insights
- Support customers participating in or preparing for large-scale data integrations (e.g., hospital systems, EHR interfaces, HIE connectivity)
- Partner closely with technical vendor, CRISP Shared Services (CSS), Implementation Manager to facilitate issue resolution and onboarding success
- Translate customer needs into actionable feedback for product, development, and outreach teams
- Maintain accurate and up-to-date account documentation and activity tracking in CRM systems
- Represent CRISP DC in meetings, trainings, and stakeholder engagements
- Contribute to strategic initiatives to improve customer engagement, retention, and data quality
Qualifications
To perform this job successfully, the incumbent must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Required
- Strong verbal and written communication skills
- Demonstrated experience in account management, customer success, or client-facing roles
- Ability to manage multiple accounts, priorities, and deadlines simultaneously
- Strong organizational and problem-solving skills
Preferred
- Experience in healthcare, health IT, HIEs, or related environments
- Familiarity with large-scale system integrations (e.g., hospital/EHR interfaces, data exchange workflows)
- Working knowledge of CRM platforms (especially Salesforce)
- Exposure to or working knowledge of Agile/SCRUM methodologies
- Ability to quickly understand technical concepts and translate them for non-technical users
- Experience working with cross-functional technical and operational teams
Experience and/or Education Requirements
- Bachelor’s degree in Business Healthcare Administration, Information Systems, Health IT or related field preferred
- 2-5 years of relevant experience in account management, healthcare IT, or customer success
- Experience supporting enterprise or mid-sized clients preferred
Key Differentiator (Ideal Candidate Profile)
This role is best suited for someone who can step in with minimal ramp-up time, understand healthcare data exchange ecosystems, and is comfortable operating at the intersection of customer engagement and technical workflow enhancement.