Account Manager

As an Account Manager (AM), you will serve as the primary point of contact for MCG customers, addressing account questions and customer service issues, and coordinating resources to meet client needs. The Account Manager is responsible for building and maintaining strong and positive relationships with MCG clients throughout the customer life cycle. The book of business for this position is a mix of small to medium payer and provider customers. The AM will assess and support the client’s day-to-day needs. The position requires energy, enthusiasm, and exceptional organization to ensure proper and timely customer contact and completion of all assigned work.  The AM works collaboratively to help customers achieve their goals, see the value of MCG content and solutions, and realize the benefit of ongoing partnership with our organization. 

You Will: 

•  Establish and maintain ongoing relationships with an assigned list of MCG customers. 

• Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements. 

•  Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes 

• Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders. 

•  Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem. 

•  Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner 

•  Perform periodic outreach, manage inbound calls and respond to customer requests promptly. 

• Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc. 

• Support MCG Finance team, assisting with basis verification, invoice follow-up etc. 

• Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points. 

• Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals. 

• Document all client communication in CRM (i.e., Gainsight, Salesforce). 

• Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement. 

• Participate in special initiatives as required to address organizational data needs or solution promotion. 

• Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches. 

• Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders. 

What We’re Looking For: 

• BA/BS degree  

• Able to assess client needs, prioritize work and engage other resources as needed 

• Experience in healthcare and/or software/technology service industries 

•  Experience with CRM solutions, especially Gainsight and Salesforce 

• Experience in Account Management, Customer Service or other market-facing roles with proven results.