ekohealth - Eko - Enterprise Account Manager, Telehealth

• Essential Functions • Own renewal, retention, and expansion outcomes across a defined portfolio of strategic Telehealth accounts. • Build trusted relationships with executive, clinical, operational, technical, and procurement stakeholders within hospitals, health systems, and enterprise healthcare customers. • Develop a deep understanding of each customer’s goals, workflows, use cases, and definition of success. • Create and manage account plans that support adoption, utilization, customer satisfaction, renewal, and expansion. • Identify, scope, and drive expansion opportunities within existing health system logos, including new sites, service lines, use cases, licenses, devices, integrations, and product adoption. • Lead commercial discussions related to renewals, scope growth, pricing changes, and contract expansion. • Partner with the Director of Sales - Telehealth, Sales Operations, and Commercial leadership to forecast renewals, expansion pipeline, account health, and revenue risk. • Support cross-sell opportunities within existing accounts, including potential collaboration with the SENSORA Enterprise team where appropriate. • Facilitate customer onboarding, training, implementation support, performance measurement, renewal, and expansion in partnership with internal teams. • Deliver customer reports, business reviews, and value summaries that demonstrate Eko’s impact, including utilization, workflow adoption, customer outcomes, and ROI where applicable. • Synthesize customer feedback and partner with Product, QA, Engineering, Implementation, and Commercial teams to continually improve the customer experience and platform. • Maintain accurate account plans, customer activity, pipeline updates, renewal status, and forecasts within CRM systems. • Ensure compliance with company policies and applicable laws and regulations. • Bachelor’s degree or equivalent practical experience. • 5+ years of experience in customer success, account management, client services, sales, or commercial roles in healthcare SaaS, digital health, MedTech, medical device, or enterprise healthcare technology. • Experience managing hospital, health system, IDN, or enterprise healthcare customer relationships. • Demonstrated experience supporting renewals, customer retention, expansion, upsell, or account growth. • Comfort owning commercial conversations tied to renewal, revenue growth, scope expansion, and customer value, not just satisfaction. • Experience managing complex, multi-stakeholder customer relationships across clinical, operational, technical, procurement, and executive audiences. • Strong understanding of healthcare workflows, enterprise implementation dynamics, and the challenges of adopting technology within large healthcare organizations. • Ability to use customer data, utilization metrics, and business context to tell a compelling value story. • Strong communication, organization, problem-solving, and relationship management skills. • Comfortable using Salesforce and other account management or customer success platforms. • Willingness to travel up to 25%. • Ability to perform the essential functions of the role with or without reasonable accommodation. • Experience with telehealth, virtual care, hospital-at-home, remote patient monitoring, or clinical workflow technology. • Experience managing accounts with greater than $100K annual contract value. • Experience working with technical integrations, partner platforms, health system IT teams, or enterprise security and procurement processes. • Background supporting FDA-cleared medical devices, regulated digital health products, or clinical software platforms. • Experience expanding product adoption across multi-site health systems or distributed care models. • Work Environment & Physical Requirements • Prolonged periods of sitting and working at a computer. • Periodic travel to customer sites, internal meetings, and industry events, up to 25%. • Must be able to perform job duties with or without reasonable accommodation. • Essential Functions