factorial
Account Manager
Digitail
Remote, USA
Full-time
Mid
Remote
USD 70000-95000 yearly / year
Discovered 1 weeks ago
Free
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Responsibilities
- Build and maintain strong, trust-based relationships with multi-location veterinary groups, serving as the primary point of contact for executive sponsors, operators, and clinic leaders.
- Own the full customer lifecycle for assigned enterprise groups, from onboarding through long-term strategic account management and expansion.
- Lead the onboarding of the initial clinics post-sale and coordinate the structured rollout of additional locations over time.
- Partner closely with the Onboarding team to ensure each clinic is launched according to Digitail best practices and operational workflows.
- Drive adoption and usage across locations by proactively guiding customers toward workflow optimization, new features, and best practices.
- Identify, recommend, and lead expansion opportunities including additional clinics, add-on products, and broader platform adoption across the group.
- Own the long-term account plan for each enterprise group, including rollout schedules, engagement plans, and regular executive-level business reviews (QBRs).
- Plan, host, and follow up on regular business reviews and usage reviews with customer stakeholders to ensure strategic alignment and continued value delivery.
- Act as the escalation owner for complex customer issues, coordinating with Support, Product, and Leadership as needed.
- Represent the voice of the customer internally by gathering structured feedback and contributing insights that influence product improvements and roadmap decisions.
- Maintain accurate and detailed account documentation, next steps, and rollout tracking within internal systems.
- Support commercial discussions, multi-year agreements, or renegotiations as needed for assigned accounts.
- Stay informed about industry trends and veterinary operational models to effectively advise customers at a strategic level.
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Requirements
- Experience in or exposure to VetMed.
- Proven experience in Account Management, Customer Success, or Enterprise Customer roles within SaaS.
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