Key Account Manager (Post-Acute)

Position Overview

The Key Account Manager (Post-Acute) will work on the National Post-Acute Team and is responsible for ensuring a seamless transition from the point of sale to assume account ownership to complete system implementation and program success. This position is customer-facing and accountable for high-impact communication with facility and corporate executives. Coordination of clinical, service, and support is critical to the organization and success of each account. Critical thinking and problem saving while making the customer feel at ease will be keys to success following implementation. Using predictable and scalable service models that empower customers, you will drive the transition of account ownership from the National Strategic Sales team to Clinical Sales for usage and Field Service for maintenance and leverage corporate resources to ensure accountable customer outcomes.

The Key Account Manager (Post-Acute) will work with large health systems, independent physicians, and dialysis providers to increase treatments and expand the number of systems in a facility. This includes sales and training activity with executive, clinical, financial, and strategic decision-makers within these organizations to establish a plan and pipeline.  Core activities include creating and implementing launch and expansion plans, preparing, and delivering quarterly business reviews, problem-solving to drive efficiencies and accelerate adoption, general project management to ensure the success and growth of national accounts.  

Essential Job Functions and Responsibilities

• Develop and implement launch plans for all new post-Acute programs within Key Accounts.  Activities include training staff and physicians, conducting quarterly business reviews to review strategic, clinical, and financial metrics, conducting market development, and referring physician education programs.
• Collaborate with Customer Experience and Field Service to improve the quality of customer experiences
• Lead customer discussions around the implementation process and workflows for the regional and national deployment of Tablo programs
• Manage and coordinate facility Implementation Planning meetings
• Manage CRM customer data for Strategic Accounts
• Own and cross-functionally drive customer success plans from pre-install through the customer life cycle.
• Develop Staffing and Tablo profiles for new facility launches
• Manage and coordinate customer service/support meetings for existing Tablo programs
• Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations.
• Data, develop and coordinate all corporate Quarterly Business Reviews
• Onboard, nurture, and manage customer relationships to drive customer outcomes.
• Perform project management duties such as defining schedules and resources, outlining agendas, facilitating meetings, and tracking action items.
• Create and monitor key milestones throughout the implementation while managing project plans and providing regular project updates.
• Communicate effectively with both internal and external project teams and management to understand customer needs, identify risks and solutions and drive customer adoption
• Perform solution-focused support by Identifying process improvement and opportunities and implementing best practices solutions to drive a better overall customer experience.
• Have a deep understanding of Outset Tablo product features and corporate programs.
• Collect and provide customer feedback and suggestions to the Strategic Key Account Director
• Manage and track customer satisfaction scores (CSAT), Customer Effort (CE), and Customer Health Score.
• Develop plans of action to meet and exceed objectives for several treatments
• Embrace and drive the core qualities of the Outset Culture, adapt, and respond to a changing environment

Required Qualifications

• Proven record of achievement and leadership
• Ambition and strong work ethic
• Travel requirements 25-30%
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict, foster honest dialogue, and drive decision making
• Experience in client relationship management ensuring expectations and deliverables are documented and met; key stakeholders are informed, and client satisfaction is achieved
• Self-driven, results-oriented work ethic with a positive outlook
• Strong Computer Skills with a deep understanding of Microsoft suite of Office applications
• Good knowledge of Customer Relationship Management (CRM) and Project management software, e.g., Salesforce.com and Smartsheet/Microsoft Project experience a plus.
• Ability to excel in a high-energy, fast-paced environment
• Excellent interpersonal skills and persuasive communication skills
• Proven ability to work effectively as part of a team and problem solve
• Excellent verbal and written communication, interpersonal, and presentation skills
• Willingness to be flexible in adapting to an ever-changing hyper-growth company environment

Desired Qualifications

• 5+ years’ work experience with Customer Success, new customer implementation, and or project management with a proven record in retaining and growing client accounts; Medical Device background strongly preferred
• BA/BS or equivalent experience

The Annual Salary for this position is: $115,000.00 + commissions. 

We feel passionately about pay equality.  Discretionary adjustments to the position’s starting compensation may be made in consideration of other relevant factors pertaining to eligible applicants, including, but not limited to, their specific skills, level, geographical location, and comparison to other employees already in the same or similar roles.

*This range represents our good-faith and reasonable estimate regarding what we reasonably expect to pay for this position at the time of posting. 

Outset also offers the following benefits:

• Medical 
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays + Volunteer Day