Account Manager

The Role: 

As an Account Manager at Verto, you will be responsible for managing a portfolio of small to medium-sized client accounts, with a focus on growth, retention, and renewals. Reporting to the VP, Implementations & Business Development, you will act as the voice of the client, fostering deep client empathy and ensuring client-centricity across the organization. You will build trusted partnerships with executives, clinicians, and administrators, leveraging strong communication and analytical skills to strengthen satisfaction, secure renewals, and uncover expansion opportunities. You will establish consistent account management routines, manage the renewals pipeline and operational processes for all accounts within the CRM, ensure accurate account data, and coordinate cross-functional teams to drive timely renewals and expansions. By actively managing timelines, contract terms, account health, and renewal processes across your portfolio, you will safeguard recurring revenue while identifying and executing opportunities for growth.

What to Expect: 

Account Management & Renewals 

• Own the end-to-end renewal process for small and medium-sized clients, including tracking contracts, managing timelines, and ensuring timely completion.
• Maintain and manage a renewal pipeline within the CRM, ensuring accurate tracking of all accounts, renewal stages, and associated tasks.
• Coordinate cross-functional teams (Finance, Sales, Implementations) to align renewal strategy, pricing, and client messaging.
• Proactively initiate renewal discussions with small and medium-sized clients, highlighting delivered value and addressing any blockers.
• Forecast renewal likelihood based on account health and summarize risks and status monthly.
• Document all renewal activities and outcomes in CRM to ensure accurate, reliable reporting and actionable insights.
• Continuously optimize renewal processes to reduce risk, increase efficiency, and improve client experience.

Client Engagement 

• Serve as the main post-sale contact for assigned small and medium-sized client accounts, building trusted, long-term relationships.
• Lead account reviews and renewal-focused conversations with client stakeholders (executives, clinicians, administrators).
• Provide targeted product demos for existing clients to showcase new features and strengthen adoption.
• Leverage account insights to proactively suggest strategies for improving value and usage.

Upsell & Expansion 

• Monitor account usage, engagement, and health to identify upsell or expansion opportunities for small and medium-sized clients.
• Position relevant add-ons or new functionality during renewal and account review cycles.
• Collaborate with Sales, Product, and Implementation teams to scope and present tailored upsell proposals.
• Ensure all upsell opportunities and decisions are documented and integrated into renewal planning. 

Ownership, Communication & Collaboration 

• Take full ownership of a defined portfolio of small and medium-sized client accounts, including renewals, upsells, and overall client health.
• Serve as the operational lead for renewal management across client base, ensuring CRM systems reflect real-time status, follow-ups are assigned, and deadlines are met.
• Clearly communicate Verto’s value proposition to diverse stakeholders, including executives, clinicians, and administrators.
• Confidently present Verto’s platform benefits, handle objections, and position solutions against competitors.
• Use research, data, and structured processes to stay ahead of timelines, prevent risks, and ensure no renewal or upsell opportunity is missed.
• Drive accountability across teams by tracking action items, following up consistently, and escalating risks when needed.
• Balance strategic thinking with tactical execution, anticipating client needs while ensuring day-to-day processes run smoothly.

What’s Needed:

Education & Certification:

• Minimum Bachelor's Degree in Life Sciences, Health Administration, or a related field 
• Preferred Master of Health Informatics (MHI) degree, Master of Business Administration (MBA) or equivalent;
• Experience managing relationships & stakeholder management (in any sector)

Knowledge & Experience: 

• 2-4 years of experience in Sales, Customer Success or Customer Delivery, ideally in the healthcare or IT sector 
• Experience managing relationships & stakeholder management (in any sector)
• Understanding of the healthcare industry, health IT landscape, physician practice and clinical processes
• Comfortable with CRM and Support technologies and tools (Hubspot, Zendesk etc.) 

Relevant Skills:

• Strong client relationship, communication, problem-solving, and analytical skills.
• Excellent organizational skills, able to manage competing priorities.
• Strategic thinker, self-motivated, and able to prioritize tasks.
• Empathetic in clinical environments, providing exceptional client experience.
• Committed to continuous learning and willing to travel for client meetings.