Key Account Manager

Job description

# **Who We Are** Concert Health is the leading national behavioral health medical group committed to integrating the Collaborative Care model into existing health care practices to improve patients’ lives. We believe everyone, regardless of location or insurance, should have easy access to personalized, high-quality behavioral health support that is guided by the provider they trust. ### **Who You Are** You are a seasoned account leader who is energized by depth over breadth — you'd rather go deep on a smaller portfolio of complex, high-value accounts than manage a wide book with less context on each. You build real fluency in each partner's clinical operations, stakeholders, and goals, and you use that fluency as the foundation for everything else: faster issue resolution, sharper growth strategy, and smoother provider onboarding. You're equally comfortable being hands-on and thinking several moves ahead. Day to day, you're the named point of contact partners trust to resolve issues and keep commitments on track. At the same time, you're building the data-backed case for why a partner should expand, and running the onboarding plan for the next provider joining the account — moving between all three without losing sight of the relationship that ties them together. You bring the judgment and track record of someone with 9+ years in Account Management, Customer Success, or Client Services in healthcare, with a career trajectory into progressively larger and more complex accounts. You've driven measurable growth in existing accounts (not just retention), ideally onboarded new sites, providers, or users into a live account, and you're credible in a room with C-suite and senior clinical leadership. Beyond your own accounts, other Account Managers look to you for how the job should be done — you set the standard, not just meet it. ### **Job Summary** The Key Account Manager owns the complete lifecycle of Concert Health's most strategic partnerships — day-to-day relationship management, long-term account growth, and the onboarding of new providers within existing accounts. This is Concert Health's most advanced individual-contributor role in Account Management: one person, accountable end-to-end for a focused portfolio of high-value, high-complexity accounts, trusted to move fluidly between hands-on servicing, strategic growth planning, and program-managed provider launches without ever dropping the relationship thread. **Core Responsibilities:** *Own Day-to-Day Partner Success & Issue Resolution:* - Serve as the primary, named point of contact for a focused portfolio of key accounts, ensuring timely, high-quality responses across clinical, operational, and administrative needs - Proactively identify, triage, and resolve issues – driving toward systematic, scalable solutions rather than one-off fixes - Coordinate cross-functional resources (clinical, operations, product, billing) to remove barriers and maintain momentum within each account - Establish clear accountability, follow-through, and communication loops so nothing falls through the cracks for your accounts - Maintain deep, current fluency in each key account's clinical operations, stakeholders, and performance, so day-to-day servicing and long-term strategy are always working from the same picture *Grow Key Accounts* - Own overall account performance for your portfolio – clinical, operational, and financial – with direct accountability for growth, not just retention - Use utilization, outcomes, and financial data to identify white-space opportunities within each key account and translate them into a concrete growth plan - Build and pitch data-backed growth and expansion cases to partner leadership, framing clinical outcomes and financial performance into a compelling case for investment - Translate partner goals into actionable success plans with clear milestones and measurable outcomes, and hold both internal teams and partners accountable to them - Lead negotiations with partner stakeholders to convert growth opportunities into signed, executed expansion *Manage Leadership & Executive Relationships* - Build and maintain strong, trust-based relationships with executive sponsors and senior clinical stakeholders at each key account - Lead regular business reviews, presenting performance insights, outcomes, and growth recommendations - Confidently navigate complex, matrixed stakeholder environments, aligning priorities and driving decision-making - Act as a strategic advisor, influencing partner leadership to invest in and expand Collaborative Care as a core model across their organization *Set the Standard for the Function* - Serve as a thought partner and mentor across the Account Management team, setting the bar for how account growth and provider onboarding should be done - Define and codify the playbooks, frameworks, and best practices that other Account Managers are trained on - Represent the voice of key accounts in product and clinical program roadmap discussions, with the credibility to shape how those roadmaps are prioritized - Operate with a high degree of autonomy, ownership, and urgency – anticipating challenges before they arise and acting decisively to keep accounts on track **Qualifications:** - 9+ years of experience in Account Management, Customer Success, or Client Services, with a demonstrated trajectory into progressively larger and more complex accounts - Healthcare experience required - Demonstrated success balancing hands-on day-to-day account servicing with longer-term strategic growth planning - Proven track record driving measurable expansion or growth revenue within existing accounts, not just retention - Experience onboarding or implementing new sites, providers, or users within an existing customer account preferred - Strong foundational understanding of the healthcare delivery system in primary care and administrative/clinical leadership within those settings; Collaborative Care Model (CoCM) experience strongly preferred - Exceptional presentation, negotiation, and written communication skills, with proven ability to engage C-suite and senior clinical leadership - Skilled in using data and analytics to measure account performance and build growth business cases; experience with tools such as Salesforce, Gainsight, or comparable platforms - Intermediate-to-advanced proficiency with Salesforce, Google Suite, or Microsoft Office - BS/BA degree required; MBA a plus - Ability to travel up to 25% for on-site partner meetings, provider launches, and executive presentations **Benefits:** - 100% remote with employer supplied computer equipment - $50.00/month non-taxable remote stipend - Work/life balance with 10 paid holidays, sick time, and flexible PTO plans - Medical, Dental, and Vision plans effective on the first day of employment - First Stop Health to medically enrolled members and their immediate family members for FREE - Employer paid Short Term Disability and Long Term Disability plans - Employer paid Life and AD&D insurance of $50,000 - Employer paid Parental Leave of 12 weeks - 401K **Compensation:** $120,000 – $180,000; **Incentive Bonus:** Up to 20% Quarterly #LI-remote # **Come As You Are - You Are Welcome Here** Concert Health is a diverse and inclusive Equal Opportunity Employer; we prohibit discrimination and harassment of any kind in our culture. We are dedicated to providing a safe, equitable, respectful, and supportive work environment to all without regard to race, color, religion, sex, gender, national origin, age, pregnancy, disability, sexual orientation, military or veteran status, genetics, or any other status protected by federal, state, or local laws. This policy applies to all terms and conditions of work, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Concert Health employees are expected to comply with this policy. If you share our vision and are good at what you do, come as you are. You are welcome here.