Account Manager

About the role

The Account Manager is responsible for owning the end-to-end customer relationship, serving as the primary point of contact and trusted advisor for accounts from closed-won through go-live and into steady-state.

Responsibilities

• Own the end-to-end customer relationship
• Serve as the primary point of contact and trusted advisor for your accounts from closed-won through go-live and into steady-state—the “mini-CEO” for your book of business
• Build deep, durable relationships with customer stakeholders across clinical, research, IT, and administrative functions
• Maintain the most up-to-date pulse on the health of every account: adoption, sentiment, risks, and opportunities to deliver more value
• Quarterback integration and go-live
• Act as the project manager / quarterback from the Triomics side of every integration and go-live, coordinating internal teams (FDE, Clinical, Product) and the customer’s teams to accelerate timelines
• Build and manage integration project plans, milestones, and timelines; drive accountability on both sides to keep deployments on track
• Partner with Forward Deployed Engineers to scope and prioritize customer-specific adjustments to the AI pipeline and platform
• Partner with Clinical Navigators to design and deliver end-user training that drives adoption among physicians, nurses, and CRCs
• Drive adoption, value, and account health post-go-live
• Proactively identify where an account is underperforming or where value is being left on the table—then game-plan a solution and execute it yourself or marshal the right internal team to deliver it
• Propose and help build new reporting, KPIs, and dashboards that sharpen our (and the customer’s) understanding of adoption and outcomes
• Establish a consistent operating cadence with each account (e.g., business reviews, health checks, success planning)
• Surface product feedback and customer needs back to Product and Engineering as a structured, prioritized signal
• Be a Force Multiplier Across The Company
• Help build the repeatable playbooks, templates, and processes that let our customer delivery model scale as we grow from a handful to 25+ enterprise logos
• Coordinate seamlessly with Commercial on handoffs, expansion readiness, and renewals

Requirements

• 3–6 years of account management / customer success experience, ideally at a health tech company where providers (physicians, nurses, CRCs) are the primary users
• Demonstrated ownership of customer relationships end-to-end—from onboarding/implementation through go-live and ongoing success
• Strong project management instincts: you can quarterback complex, multi-stakeholder integrations and keep everyone on timeline
• High initiative and bias to action—you spot a gap, build a plan, and execute without waiting to be told
• Comfort with data: you can dive into analytics, draw conclusions about adoption and impact, and propose new reporting/KPIs/dashboards
• Excellent communication and credibility with clinical end users
• Based in NYC and willing to come to the office and travel to customers—OR based in a regional customer hub and willing to travel to your customer base as well as to NYC periodically

Qualifications

• Must have experience in the clinical research realm—e.g., supporting clinical trials, working with research coordinators, or familiarity with clinical research operations
• Experience supporting deeply integrated / technical products (EHR integrations, healthcare IT, workflow software)
• Experience at a startup scaling rapidly and managing multiple accounts/personas simultaneously
• Familiarity with oncology care and/or research workflows

Skills

• Strong interpersonal and communication skills
• Ability to work independently and as part of a team
• Proficiency in data analysis and reporting
• Ability to build and maintain strong relationships with key stakeholders
• Experience with customer success methodologies and tools

Benefits

Commensurate with experience.

Pay

$100K - $140K

Schedule

TBD