Job Description

: The role of a Strategic Account Manager is to act as a focal point of contact after the client goes live. The critical aspects of this job are to manage customer relationships, expectations and customer business. He/She will also be responsible for assessment, risk analysis and customer satisfaction. Be updated with product and process knowledge Be aware of the organizational ecosystem Update organizational and industry knowledge of newer features, upgrades of products and services Communicate with assigned clients to assess their comfort with the eClinicalWorks EHR, understand their business operations, and help them reach their goals through our \'Know Your Client\' initiative Conduct strategic calls with customers on a regular basis Document the key points of the conversation in the internal portal, maintaining security and compliance measures Identify any potential risks that could affect the customer\'s day to day operations - on a case, project or trends Report and create a root cause analysis report for the identified risk to the supervisors Create a preventive plan of action for the identified risk and communicate it to the stakeholders and customers Document the key points in the internal portal, maintaining security and compliance measures Cultivate lasting relationships with clients, seeking ways to increase customer satisfaction Liaise with internal teams to get resolutions to customer queries or cases on a timely manner Review customer feedback and create an improvement plan for any constructive feedback Skills : Communication (Verbal and written) Multitasking Effective collaboration Handle pressure Conflict resolution Assertiveness Analytical and problem-solving skills Attributes : Ownership and accountability Passion Team work Integrity

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