Account Success Manager

Account Success Manager - Michigan

Location

Detroit, MI, US

Job Family:

Sales

Country/Region:

United States

The Account Success Manager is a field-based extension of the Territory Management and Referral Coordination teams, supporting healthcare providers, referral sources, and patients throughout the patient access journey. The role drives referral optimization, provider education, patient access support, and account engagement to improve provider and patient outcomes.

As a trusted partner to assigned accounts, the Account Success Manager works directly with healthcare providers and key stakeholders to remove barriers to onboarding, strengthen relationships, increase adoption of products and services, and improve referral and patient access performance across the territory.

Major Areas of Accountability

• Oversee referrals from healthcare providers and referral sources to facilitate timely patient onboarding, insurance verification, and order fulfillment.
• Partner with Referral Coordinators, Territory Managers, Customer Service, and Operations teams to resolve referral, documentation, reimbursement, and patient access barriers.
• Effectively engage all targeted accounts as well as develop and execute a clear and strategic plan to achieve overall territory sales objectives.
• Has a basic understanding of how to influence others and develop relationships to help teach peers across product categories to maximize customer engagement.
• Support awareness, adoption, and utilization of new and existing products, programs, and innovative solutions through healthcare provider education and account engagement. Identify opportunities within existing accounts and collaborate with Territory Managers to support implementation and account growth initiatives.
• Review, validate, and maintain patient records while obtaining required physician orders, signatures, clinical documentation, and billing information.
• Research and resolve referral and onboarding issues, communicating updates and outcomes to appropriate stakeholders.
• Conduct regular in-person visits with healthcare providers and referral sources to strengthen relationships, support referral management activities, and improve referral conversion.
• Serve as a field-based educational resource for healthcare providers and office staff on referral requirements, documentation standards, patient onboarding processes, available resources, and company products and programs.
• Conduct office in-services, referral process reviews, and educational sessions to improve referral quality, patient outcomes, and patient experience.
• Build and maintain productive relationships with key clinical, operational, and administrative stakeholders within assigned accounts.
• Maintain long-term relationships that lead to increasing use of products within target accounts and productive cross-functional relationships to share knowledge and leverage synergies within the organization.
• Effectively manage territory activities, account follow-up, and field-based support efforts within an assigned geography.
• Support patient transitions, territory coverage needs, HCP meetings, educational programs, and other strategic business initiatives as assigned.
• Maintain accurate records and activity documentation within company systems while adhering to Corporate Compliance Guidelines.
• Establish and maintain knowledge of company policies, procedures, products, programs, and services required to perform job duties.
• Meet established quality and productivity standards while supporting departmental goals and continuous improvement initiatives.