What are the responsibilities and job description for the Account Manager position at Hello Patient?
Role Overview
Account Manager
As an Account Manager at Hello Patient, you’ll steward the post-implementation journey for our customers, ensuring they unlock the full value of our AI voice and messaging platform. Your mission is to build lasting relationships, drive adoption of Mia in clinical workflows, and make our customers feel supported, heard, and successful. By understanding their goals, surfacing insights, and advocating for their needs internally, you’ll help transform satisfied users into champions, and great experiences into long-term growth.
Location: Austin, TX or NYC
Reports to: CEO
Type: Full‑time, exempt
Key Responsibilities
Must‑Haves
Account Manager
As an Account Manager at Hello Patient, you’ll steward the post-implementation journey for our customers, ensuring they unlock the full value of our AI voice and messaging platform. Your mission is to build lasting relationships, drive adoption of Mia in clinical workflows, and make our customers feel supported, heard, and successful. By understanding their goals, surfacing insights, and advocating for their needs internally, you’ll help transform satisfied users into champions, and great experiences into long-term growth.
Location: Austin, TX or NYC
Reports to: CEO
Type: Full‑time, exempt
Key Responsibilities
- Relationship & Retention. Serve as the primary point of contact for a portfolio of mid‑market and enterprise healthcare customers. Proactively monitor account health and intervene early to mitigate churn risks.
- Value Realization & Adoption. Analyze usage data (call volumes, answer rates, scheduling conversions) to surface wins and gaps. Run quarterly business reviews (QBRs) highlighting ROI, new feature roadmaps, and best‑practice benchmarks.
- Expansion & Upsell. Identify whitespace - additional locations, new service lines, or add‑on modules - and build compelling business cases. Partner with Sales to structure and close expansion contracts while maintaining trusted‑advisor status.
- Advocacy & Voice of Customer. Capture product feedback and workflow pain points; translate them into actionable requirements for product development. Cultivate customer advocates for case studies, webinars, and peer‑to‑peer references.
- Cross‑Functional Collaboration. Coordinate with internal teams for smooth hand‑offs and rapid issue resolution.
- Process & Metrics. Maintain accurate health scores, renewal dates, and expansion forecasts. Track and report on Net Revenue Retention (NRR), churn %, CSAT/NPS, and referenceability.
Must‑Haves
- 3-6 yrs customer‑facing experience in SaaS account management, customer success, or consultative sales.
- Proven track record hitting retention and expansion targets.
- Ability to interpret product usage data and craft ROI narratives for VP/C‑suite stakeholders.
- Strong project‑management and communication skills; comfortable running QBRs and team briefings.
- AI-native: You use tools like ChatGPT daily to prep for client meetings, draft clear follow-ups, and spot renewal or upsell signals, proactively managing accounts and driving growth with minimal oversight.
- Empathy for clinicians and an eagerness to make healthcare operations smoother.
- Experience supporting healthcare IT or revenue‑cycle products; understanding of HIPAA/SOC‑2 requirements.
- Background in contact‑center metrics or conversational AI platforms.
- Ability to navigate complex, multi‑location provider organizations and influence cross‑functional stakeholders.
- Prior startup experience where you built playbooks and processes from scratch.
