About the role
Role Overview:
As an Account Manager, you’ll own the post-implementation success of Latent Health’s health system customers and operate with deep customer obsession. You will be accountable for driving adoption, delivering measurable clinical and operational results, and demonstrating ROI by tying product usage to real outcomes.
Because healthcare is deeply relationship driven, success in this role depends on building trusted, long term partnerships that result in satisfied, referenceable customers who advocate for Latent’s impact. You’ll be comfortable navigating complex, matrixed healthcare organizations, and operating with a high degree of ownership and accountability in ambiguous environments. The ideal candidate is passionate about transforming healthcare and is energized by advocating for customers.
Key Responsibilities:
- Develop strong executive and operational relationships that drive trust, retention, and reference-ability across health system accounts.
- Own the post–go-live relationship for hospital and health system customers, building trusted partnerships across clinical, pharmacy, operational, IT, and executive stakeholders while navigating complex governance structures
- Drive adoption across departments and use cases, partnering with customers to define, track, and communicate outcomes tied to quality, efficiency, patient impact, and ROI
- Proactively identify and address risks related to change management, resourcing, and workflow alignment
- Own renewals by ensuring value is clear and aligned with executive priorities
- Identify and advance upsell and cross-sell opportunities by aligning additional capabilities to customer needs, outcomes, and demonstrated ROI
- Partner cross-functionally with Product, Design, Engineering, and Sales to deliver tailored, enterprise-grade solutions and resolve complex issues
- Synthesize customer feedback and usage patterns into actionable input that informs product priorities and roadmap decisions
