Client Account Executive

Abacus Insights is a mission-driven technology company focused on transforming the healthcare data industry, ultimately creating a more personalized patient experience, improving health outcomes, and lowering the overall cost of healthcare. Abacus Insights provides a flexible, efficient, and secure platform that organizes and exchanges healthcare data from various sources and formats, allowing our customers to uncover differentiated insights. In addition, our employees know that they play an active role in keeping our customers' data safe and are responsible for ensuring that our comprehensive policies and practices are met. 

With our deep expertise in cloud-enabled technologies and knowledge of the healthcare industry, we have built an innovative data integration and management platform that allows healthcare payers access to data that has been historically siloed and inaccessible. Through our platform, these healthcare organizations can ingest and manage all the data they need to transform their business by supporting their analytical, operational, and financial needs.   

Since our founding in 2017, Abacus has built a highly successful SaaS business, raising more than $81 Million from leading VC firms with deep expertise in the healthcare and technology industries. We are solving problems of massive scale and complexity in a sector that is not only ready for disruption. We're growing quickly and would love for you to be a part of it! 

About the Role: 

We are seeking a strategic and growth-mindset Client Account Executive to oversee a portfolio of high-value established clients and manage a book of business ranging between $5 million and $20 million in annual revenue. This role is responsible for driving client satisfaction, retention, and growth by delivering exceptional service, identifying upsell opportunities, and ensuring alignment between client business goals and our solutions. 

This role requires a blend of leadership, client engagement, and strategic thinking, combined with an understanding of healthcare data and clients’ needs surrounding that data.  The Client Account Executive must have a proven track record of managing relationships with clients, understanding clients’ needs and continually delivering value to the client.  The ideal candidate will bring a deep understanding of healthcare workflows, regulatory environments, and digital health technologies, acting as a trusted advisor to our clients.   

You Will:

• Own the client relationship, starting from the initial handoff from Sales through the entire lifetime of the client.  Conduct regular check-ins, business reviews, and feedback sessions to ensure alignment and satisfaction. 
  • Actively listen to client needs and goals. 
  • Anticipate challenges and proactively offer solutions. 
  • Advocate for the client internally while balancing business priorities. Proactively escalate issues to ensure they are getting right attention. 
• Drive value, ensuring clients’ needs are exceeded and that true business value is achieved.
• Act as an advocate for the client, working across Abacus teams to ensure that we deliver beyond commitment.
• Act as the General Manager for your accounts, responsible for growth of the accounts through delivery excellence and great engagement.  Leverage data to proactively monitor client performance and use it to create an experience that surpasses the client’s expectation.
• Advise as a strategic consultative partner with clients to continuously understand clients’ business goals, challenges, and evolving needs, and how Abacus can partner to meet those needs. Stay current on industry trends that may have an impact on your clients. Identify opportunities for growth and long term partnerships. Connect clients’ needs to broader organizational capabilities and product roadmaps. 
• Provide executive leadership to teams supporting the client, ensuring on-time, high quality delivery, and being the first escalation point to resolve issues. 
• Maintain client satisfaction at levels that are within expected norms and create an environment that is conducive to growing the account.
• Maintain a growth mindset, identifying opportunities for growth that align with the client’s business objectives, partnering with Sales to act on those opportunities. 
• Lead a matrixed team covering the entire client lifecycle from contracting to support.
• Deliver measurable value and outcomes through tracking KPIs / success metrics aligned with client objectives. 
• Cross Functional Collaboration: Partner effectively with sales, delivery (PMO client data engineering), product, and support teams. Translate client feedback into actionable insights for internal teams. Ensure alignment across all touch points in the client journey. 

What we’re looking for: 

• Bachelor’s degree in health care administration, Computer Science, Business, or equivalent experience. 
• 10+ years’ experience in a client-facing role in service delivery, professional services or account management.
• Demonstrated experience navigating complex customer environments to build relationships and identify account growth opportunities.
• Experience in the healthcare industry with a preference of Medicare or Medicaid payer experience.  
• Demonstrated success driving client-facing conversations and delivering value to clients for a combination of software and services.
• Strong communicator who can leverage their domain expertise effectively with the client and build working relationships.  Ability to communicate succinctly and clearly, both verbally and written, across technical and non-technical audiences at multiple levels.
• Analytical thinker with the ability to analyze data and translate insights into actionable strategies.  
• Experience drafting statements of work and service agreements.
• Ability to de-escalate customer complaints.
• A high level of project organization, attention to detail, and time management.
• Roll up your sleeves mentality" working side-by-side with your team.
• Demonstrated ability to thrive in a fast-paced, dynamic startup environment.
• Occasional travel (approximately 10-15%) to the clients’ location is required.
• Extra Credit: Knowledge of cloud technology, CMS interoperability mandates. and modern data technologies. 

The Client Account Executive will be encouraged to remain current with market trends by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations. This individual will be required to work with internal and external departments and able to position products, solutions, and services to be highly competitive to address market and client needs. 

Equal Opportunity Employer 

As a mission-led technology company that is helping to drive better healthcare outcomes, Abacus Insights believes that the best innovation and value we can bring to our customers comes from diverse ideas, thoughts, experiences, and perspectives. We are dedicated to building diverse teams and providing equal employment opportunities to all applicants. Abacus prohibits discrimination and harassment of any type in regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.