Sr. Relationship Manager

Who We Are

West solutions connect people and organizations at the right time and in the right ways, making those mission-critical connections more relevant, engaging, and actionable - turning Information to Insight. As part of West's commitment to investing in category-leading platforms that address evolving enterprise needs, we are pleased to introduce WestCX to our portfolio. WestCX will serve as the technology and innovation engine behind two distinct go-to-market brands: Mosaicx and TeleVox. WestCX strengthens our position in delivering AI-driven, omnichannel solutions that automate interactions and optimize engagements, improving efficiency and customer satisfaction. Together, the brands will collaborate to bring advanced technology and communication solutions to organizations seeking personalized engagement and experiences. Visit www.west.com to learn more.

About the Role:

We are seeking a Senior Relationship Manager to join our dynamic team. This role is primarily focused on managing existing accounts and fostering relationships with our high-value clients. The ideal candidate will have a strong background in account management, with a proven ability to identify opportunities for cross-selling our suite of patient engagement products.

Key Responsibilities

• Manage a portfolio of existing high-value client accounts, ensuring high levels of customer satisfaction and retention

• Develop and maintain strong relationships with key stakeholders within client organizations

• Negotiate contract extensions and expansion

• Collaborate with internal teams, including marketing and product development, to align client needs with our offerings

• Conduct regular account reviews to assess client needs, performance, and satisfaction

• Prepare and present reports on account status, sales performance, and growth opportunities to senior management

• Travel as needed

Role Focus

• Build and execute a strategic account plan that will:

  • Identify customer's key business drivers & needs

  • Identify opportunities for cross-selling additional products and services to enhance client engagement and satisfaction

• Identify customer attrition risk drivers and recommendations for risk mitigation

• Identify opportunities for adoption and growth within existing accounts

• Stay informed about industry trends and competitor offerings to effectively position our solutions in the market

Required Qualifications:

Education & Experience

• Bachelor's degree in Business, Marketing, Healthcare, or related field (equivalent professional experience may be considered in lieu of formal education)
• 5+ years of experience in account management or sales
• 5+ years of experience being measured on revenue retention and growth with successful track record

Core Skills & Abilities

• Excellent communication, negotiation, and interpersonal skills
• Proven ability to build and maintain relationships with clients at all levels
• Self-motivated with a results-driven approach and focus on customer success
• Proven experience managing contract renewals, including negotiating terms, ensuring timely execution, and maintaining high client retention rates
• Established success in identifying opportunities for cross-selling and upselling
• Building and executing a sales/account management territory plan

Ideal Candidate Profile:

Industry Experience

• Experience in healthcare technology sector (preferred)
• Healthcare IT sales experience (EHR, EMR, telemedicine, etc.)
• Knowledge of healthcare industry standards
• Background in contact center technology solutions (IVR, omnichannel communication, workforce management, etc.)
• Previous experience with SaaS solutions or cloud-based offerings

Technical & Strategic Expertise

• Strong understanding of IT solutions (cloud, software, and infrastructure) and their application in healthcare and contact centers
• Familiarity with industry research & BI tools (Definitive Analytics, LinkedIn Navigator, KLAS, etc.)
• Strong understanding of patient engagement solutions and healthcare industry dynamics
• Demonstrated ability to build relationships with senior executives (C-suite/VP level)

If you're ready to take on this exciting challenge and grow with a dynamic company at the forefront of customer experience technology, apply today to become part of the Mosaicx success story!

In addition to competitive pay, we understand that employee benefits are an important factor in your choice of where to work. That's why we offer a comprehensive benefits program for you and your family.

• Medical, dental, vision insurance

• Health savings and flexible spending accounts

• Mental health and wellness program (EAP)

• Paid time off including vacation, holiday and sick time

• 401(k) retirement plan with company match up to 6% after one year

• Tuition reimbursement & in house learning platform

• Service awards. . . and much more

Apply today and be a part of Innovative Technology!

We have discovered the most effective way to create and maintain a global presence is to represent diversity in our workforce. Our company continues to thrive because we employ a unique group of diverse, talented individuals. It is our practice that no employee or job applicant be treated unfairly on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or any factor unrelated to sound business practice.