Account Manager

Summary

CloudWave is a leading healthcare IT consulting and managed services organization dedicated to helping healthcare providers improve patient care through innovative technology solutions. The Account Manager will manage an assigned group of existing customers, nurturing relationships and ensuring customer satisfaction with CloudWave solutions while working towards achieving Strategic Account status.

Responsibilities

• Achieve assigned bookings quota within your territory and/or account base
• Nurture smaller accounts toward greater use of CloudWave services; accounts reaching Strategic Account tier are handed to the SAM team collaboratively, with quota credit and incentive compensation continuing through the first 6 months of handoff
• Manage renewals of aftermarket OEM Hardware Support, 3rd Party Hardware/Software Support, and CloudWave Cloud Care support across your account base
• Plan and execute a structured communications and account management strategy to create opportunities to sell CloudWave’s Managed Cloud and Technical Consulting Services portfolio
• Identify and develop opportunities by positioning CloudWave solutions aligned with customer needs, goals, and initiatives
• Ensure each account’s history, contacts, pipeline, plans, and call notes are accurately documented in Salesforce (SFDC)
• Track the customer journey by associating contacts’ engagement with campaigns, events, and touchpoints in SFDC
• Coordinate participation of CloudWave escalation resources from sales, marketing, and executive management throughout the customer lifecycle
• Act as a customer advocate internally, escalating appropriately when standard support escalations do not resolve satisfaction issues
• Identify and share opportunities for joint marketing activities, customer endorsements, success stories, speaking engagements, and events
• Maintain working knowledge of CloudWave’s full suite of solutions and the challenges they address for hospitals and healthcare providers
• Support CloudWave Finance with escalation of chronically slow payments or large outstanding balances when directed by your manager
• Maintain proficiency with CloudWave’s technology suite: Microsoft Teams, Office 365 (Word, Excel, PowerPoint), Salesforce, and related tools
• Abide by CloudWave’s code of ethics and applicable travel policies
• Maintain professional standards of timeliness and appearance consistent with customer and corporate expectations
• Share case studies and market insights with the broader sales and marketing team

Skills

• Undergraduate degree (B.A. or B.S.) or demonstrated equivalent experience with proven critical thinking and analytical skills
• 1–3 years of proven sales or account management experience
• Strong interpersonal and relationship-building skills across multiple organizational levels
• Prior experience in healthcare, information technology, IT support or services, or cloud support
• Previous customer service experience at any level
• Formal sales education, training, or study
• Relevant partner certifications (AWS, GCP, or similar) are required and must be maintained once in role

Qualifications

Must Haves

• Undergraduate degree (B.A. or B.S.) or demonstrated equivalent experience with proven critical thinking and analytical skills
• 1–3 years of proven sales or account management experience
• Strong interpersonal and relationship-building skills across multiple organizational levels

Nice to Haves

• Prior experience in healthcare, information technology, IT support or services, or cloud support
• Previous customer service experience at any level
• Formal sales education, training, or study
• Relevant partner certifications (AWS, GCP, or similar) are required and must be maintained once in role