Strategic Account and Delivery Manager

About the Role

We are looking for a Strategic Account & Delivery Lead to own key customer relationships and ensure our solutions are successfully implemented, adopted, and delivering measurable value. This role combines strategic account management with hands-on implementation and project leadership. You will be the person the customer knows and trusts, taking ownership from post-sales handover and pilot delivery through launch, adoption, renewal, and expansion.

Responsibilities

• Own strategic customer relationships across the full customer lifecycle.
• Build trusted relationships with executive, clinical, operational, and technical stakeholders.
• Understand each customer's priorities, operating environment, and measures of success.
• Develop account plans, stakeholder maps, governance structures, and communication rhythms.
• Lead customer meetings, executive reviews, and strategic planning conversations.
• Monitor account health and proactively address risks, gaps, and opportunities.
• Support retention, renewals, and appropriate account expansion.
• Lead implementations from pilot planning and integration through launch, adoption, and ongoing delivery.
• Translate customer needs into clear plans, milestones, responsibilities, and success criteria.
• Coordinate work across customer teams and Keebler Health's sales, product, engineering, clinical, and operational teams.
• Manage timelines, dependencies, risks, issues, decisions, and changes with discipline.
• Surface problems early, establish mitigation plans, and escalate when necessary.
• Ensure commitments result in action and that important details do not fall through the cracks.
• Hold stakeholders accountable while maintaining strong working relationships.
• Do the hands-on work of data collection: roster specifications, system access, file transport, and the requirements specific to each customer's EHR and data sources.
• Define and track success measures linked to clinical, operational, and financial outcomes.
• Drive adoption across multi-practice accounts with complex user and stakeholder groups.
• Identify gaps between expected and realised value and lead plans to address them.
• Communicate progress, outcomes, risks, and priorities clearly to customers and internal teams.
• Contribute to repeatable implementation and account-management processes.

Qualifications

• Experience in strategic account management, customer success, implementation, professional services, or program delivery.
• A strong record of leading complex software implementations from planning through adoption.
• Excellent project-management skills and close attention to detail.
• Credibility with senior customers and the confidence to lead difficult conversations.
• Ability to coordinate technical and non-technical teams without direct authority.
• Strong written, verbal, and executive communication skills.
• Commercial awareness, including experience supporting retention, renewals, or expansion.
• Healthcare technology, enterprise SaaS, or regulated-industry experience is preferred.
• Comfortable working in an early-stage or rapidly changing environment.

How You Work

• Owns outcomes end to end and drives them forward independently.
• Collaborates across functions without direct authority and creates documentation that teammates can build upon.
• Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.
• Motivated by compounding results, where the second year of an account is stronger because of how the first year was run.
• Uses LLMs and AI tools to remove friction and build capacity, improving the team's systems alongside their own output.

When Applying

In addition to your resume, also include a highly personalized, bold, and hilarious "Keebler Health-style" introduction that grabs attention - outgoing, fun, and uniquely you (not uniquely ChatGPT). Think: confident, high-energy, slightly irreverent (but still professional), with a smart nod to healthcare, value-based care, and the fact that we're building something real.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work in a fast-paced, innovative environment.
• Professional growth and development opportunities.
• Collaborative and supportive team culture.
• Chance to make a meaningful impact on the healthcare industry.