Job description
Manager/Director, Account Management
Location: Remote (US), East Coast Preferred
Company Overview
Outcomes4Me is on a mission to democratize healthcare and improve outcomes by empowering every cancer patient, whomever and wherever they are, with the tools and resources that enable them to take a proactive approach to their care. Founded in 2017, our award-winning AI-driven platform provides personalized evidence-based treatment options and resources to cancer patients across the globe in real-time. Our headquarters are based in Boston, MA - the global epicenter of healthcare innovation and delivery.
Hear directly from patients how we have helped them here. You can also find our most recent awards and recognition here and learn about our business model here. Outcomes4Me is an exciting health technology startup playing a central role in health equity within oncology. We won’t rest until we end cancer as we know it!
One of our core values is do well while doing good. Even if you don’t check off all the boxes below, if you are passionate about doing well while doing good, we encourage you to apply. Outcomes4Me is full of exceptional people that don’t fit a mold but we are all united by our passion to transform healthcare and help patients. Join us!
Position Overview
We are seeking dynamic and experienced account manager with a strong record of successfully nurturing customer relationships and driving revenue to join our growing team. This role is crucial for our customers’ success. The successful candidate will be responsible for managing pharma partnerships and supporting the sales team during the pre- and post-sale process, including media plan and deck creation; campaign implementation, optimization and reporting; ensuring prompt resolution of customers issues, and upselling. Position level may adjust commensurate with experience.
Key Responsibilities
- Lead every aspect of the post-sale client relationship; onboarding, training, demos, regular check-ins, road-map priorities and building retention strategies
- Accountable for all aspects of client revenue maintenance and growth, including overall client relationship and satisfaction and managing all aspects of client renewal and upselling activities
- Understand & identify cross-sell opportunities to all Outcomes4Me product and service offerings. Partner with Sales team for specific cross-sell opportunities
- Serve as primary point of contact to manage internal & external client escalations; providing consistent and proactive communication.
- Partner with internal teams to help define client requirements, identify clients/ most pressing problems, and understand industry trends and hot button issues in support of product/ content development and updates
- Record all activities via Salesforce. Maintain appropriate documentation to track/manage assigned book of business. Accountable for creating strategic action plans for the entire book of business
- Accurately manage client billing, revenue & activity forecasting, performance guarantees, and annual budget/contract renewals
- Cultivate client relationships to serve as references for prospective new customers
- Monitor the program/product/service delivery to ensure contract requirements and client expectations are met
- Project manage cross-functional work streams, serving as the internal and external primary point-of-contact for campaign execution and management.
- Take responsibility for ensuring timeliness and completion of all expected deliverables and customer expectations
- Act as a strategic partner with the sales team, demonstrating a good understanding of client objectives and the needs of 15 to 20 pharma accounts.
- Develop a strong understanding of Outcomes4Me offerings, implementation execution of media campaigns to ensure delivery and performance.
- Provide creative/third-party tags to Ad Operations and ensure clients’ ads are trafficked, monitored, and optimized.
- Collaborate with the wider sales, product, and engineering teams to deliver a seamless and world class experience across all customer interactions.
- Independently complete RFPs and strategic development of presentations for sales teams members.
- Prepare monthly or quarterly client reports for delivery and performance.
- Research competitive intelligence when necessary.
- Head up client discussions on tactic capabilities and creative best practices
- Facilitate a customer feedback loop to improve client relationship methods
- Comfortable traveling and hosting clients to foster strong, lasting relationships in both formal and social settings.
Qualifications:
About you:
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Our team members thrive on that and are comfortable being uncomfortable. That means Outcomes4Me is not the right place for everyone.
Before you apply, consider if you:
- Care deeply about what you do and about transforming cancer care.
- Have a passion for healthcare, life sciences, data and analytics, and technology.
- Have a sincere interest in working at a fast-paced, engineering and product-led startup, and the ability to scale with the organization as it grows and its needs change over time.
- Excel by seeking professional and personal hypergrowth.
- Keep up with an unrelenting pace (the week, not the quarter).
- Are resilient and resourceful in face of ambiguity and thrive on (rather than endure) change.
- Bring critical thought and opinion.
- Embrace differences and disagreement to get things done and move forward: we will only succeed if we make the impossible possible.
To be successful in this role, you must possess strong technical knowledge of the life science space, as well as exceptional sales and strategic skills. The successful candidate will be a results-oriented individual with a passion for driving revenue growth and scaling businesses in the healthcare industry. In addition, the ideal candidate will be driven by the mission of the company to improve outcomes for all by empowering patients and democratizing healthcare.
You have:
- Bachelor’s degree or equivalent experience, plus at least seven to 10 years in an agency or publisher environment with media-planning responsibilities (ideally within the pharma marketing realm)
- Attention to details and thrive under pressure and tight delivery time frames
- Proven experience growing and expanding customer accounts
- Strong understanding of compliance standards across medical, legal, and regulatory domains.
- Exceptional communication skills with the ability to effectively engage stakeholders across all levels of an organization
- Hands-on experience with Veeva Vault PromoMats in MLR review workflows.
- Proven ability to collaborate with MLR experts or stakeholders in client-facing roles.
- An understanding of third-party advertising tags and reporting
- A proactive, results-oriented attitude with strong customer service skills
- Proficiency in Microsoft Excel and PowerPoint
- Knowledge of the latest digital advertising trends and online media
- Knowledge of third-party measurement platforms (Crossix, Iqvia, Comscore)
- Experience with CRM, Google Ad Manager, DoubleVerify, and Prisma is a plus
- Preferred Eastern time zone location or comfort working EST business hours
- Ability to travel to clients, conferences, and to Boston as needed
What we offer:
High impact mission-driven work using cutting-edge tech for good: Be at the vanguard of AI healthcare innovation.
Compensation Package: competitive salary and equity.
Inclusive Culture: A diverse and welcoming work environment where everyone’s voice is heard.
Industry-leading comprehensive benefits including:
Medical, dental, vision offerings for you and your family
HSA, FSA, DSA and Commuter benefits
401k
Unlimited PTO, holidays and paid company trips
Wellness benefits
Life insurance and long-term disability
What unites us is our Values and the passion we share to live by them:
- Patients first
- Data driven
- Relentless with a sense of urgency
- Results through teamwork
- Equity
- Do well while doing good
Outcomes4Me is an equal opportunity employer that values diversity and is committed to fostering an environment where everyone feels included.
Join us in transforming healthcare and ending cancer as know it.
