Enterprise Account Manager - Healthcare

About the Company

Relay Network is the innovator of a new B2C channel designed for businesses to create more valuable customer relationships. Our HIPAA-compliant, personalized channel combines the timeliness of SMS with the multifaceted experience of scrolling feeds. By delivering exactly what customers need, when they need it, in a familiar format, we help organizations guide customers through dynamic journeys that support key customer actions within critical moments such as onboarding, care management, and adherence. 

Recognized by top industry analysts, Relay serves more than 100 industry-leading clients and more than 60 million end users across numerous verticals, including healthcare, financial services, and life sciences. Located in the Greater Philadelphia area, Relay is ranked one of the Top Workplaces by The Philadelphia Inquirer and prioritizes building dynamic, harmonious teams. Relay doesn't look for people who simply fit in, we look for individuals who continuously shape who we are. 

Job Responsibilities

We are seeking an experienced Enterprise Account Manager with deep healthcare vertical expertise to build long-term, strategic partnerships with enterprise healthcare organizations. In this role, you will manage a portfolio of large healthcare clients such as health systems, payers, provider networks, etc., and be accountable for driving revenue growth, renewals, and expansion within complex, highly regulated environments.

As a Relay Enterprise Account Manager, you will partner closely with Client Success, Product, and Implementation teams to ensure our solution delivers measurable value aligned to clinical, operational, and patient experience outcomes. Success in this role requires a strong understanding of healthcare buying cycles, stakeholder alignment, and the ability to position Relay as a trusted partner. 

• Develop, execute, manage, and own long-term account strategies and partnerships for our enterprise healthcare clients


• Retain and expand accounts in addition to driving adoption


• Negotiate contracts and close agreements to maximize revenue


• Manage complex sales cycles for renewals and expansions


• Develop trusted advisor relationships with key enterprise accounts, client stakeholders and executive sponsors


• Ensure the timely and successful delivery of our solutions according to client needs and objectives


• Understand the business and value experiences while also serving as an advocate for additional experiences to drive customer value and expansion


• Work closely with Client Success Managers to analyze engagement data 


• Identify and develop areas of growth and improvement to meet goals and quotas


• Identify and develop new business opportunities within existing clients (i.e. additional lines of business)


• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders by preparing and delivering account status reports


• Forecast and track key account metrics (e.g. quarterly results and annual forecasts)


• Provide detailed, accurate, and timely sales plans and forecasting


• Liaise with cross-functional internal teams to improve the entire customer experience 

Indicators of Success

The ideal candidate will be an ambitious individual who embraces the start-up mentality and the “agile” work environment of a growth-oriented business. Ultimate success will be measured by delivering on commitments, exceeding goals, and achieving both with integrity and respect for co-workers. In addition, the ideal candidate will have:

• An ability to develop a business focused justification for the purchase of Relay that helps customers get their proposals funded and approved


• Strong verbal and written communication skills


• Knowledge of how to meet ambitious individual and team-wide sales quotas

Relevant Experience

• Proven work experience as an Account Manager or relevant role


• 8-10+ years of experience selling enterprise software solutions that requires consensus-building within a buyer’s organization


• Experience with complex, high value SaaS deals in a healthcare vertical


• Demonstrated success working directly with healthcare organizations


• Proven history of exceptional quota attainment


• Familiar with healthcare customer experience management, patient journeys, and satisfaction measurement tools


• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail


• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organizations, including executive and C-level leaders in healthcare


• Familiarity with customer experience management solutions, customer journeys, and customer satisfaction survey technologies (e.g. Net Promoter Score)