Account Manager

Job Description: We’re hiring an Account Manager to be the owner of the relationship with our customers. This is a customer success and account ownership role, not a quota-carrying upsell seat. You will be the single most informed person on the health of your accounts - from the moment a deal closes, through integration planning and go-live, and into perpetuity.

You will be the quarterback of the Triomics customer experience: the project manager who coordinates our internal teams and the customer’s teams to accelerate integrations and go-lives, and the proactive operator who keeps a constant pulse on adoption, value realization, and account health long after launch. You’ll work hand-in-hand with our Forward Deployed Engineering (FDE) team and our Clinical Navigators, pulling in FDEs to tune the AI pipeline and platform to customer-specific needs, and Navigators to supplement end-user training, so that every account gets the most out of Triomics.

Our users are clinicians: physicians, nurses, and clinical research coordinators (CRCs). The best person for this role speaks their language, understands their day-to-day, and earns their trust quickly. WHAT YOU’LL DO: OWN THE END-TO-END CUSTOMER RELATIONSHIP

• Serve as the primary point of contact and trusted advisor for your accounts from closed-won through go-live and into steady-state—the “mini-CEO” for your book of business
• Build deep, durable relationships with customer stakeholders across clinical, research, IT, and administrative functions
• Maintain the most up-to-date pulse on the health of every account: adoption, sentiment, risks, and opportunities to deliver more value QUARTERBACK INTEGRATION AND GO-LIVE
• Act as the project manager / quarterback from the Triomics side of every integration and go-live, coordinating internal teams (FDE, Clinical, Product) and the customer’s teams to accelerate timelines
• Build and manage integration project plans, milestones, and timelines; drive accountability on both sides to keep deployments on track
• Partner with Forward Deployed Engineers to scope and prioritize customer-specific adjustments to the AI pipeline and platform
• Partner with Clinical Navigators to design and deliver end-user training that drives adoption among physicians, nurses, and CRCs DRIVE ADOPTION, VALUE, AND ACCOUNT HEALTH POST-GO-LIVE
• Dive into analytics and reporting to understand user adoption, workflow impact, and the real-world success of the technology
• Proactively identify where an account is underperforming or where value is being left on the table—then game-plan a solution and execute it yourself or marshal the right internal team to deliver it
• Propose and help build new reporting, KPIs, and dashboards that sharpen our (and the customer’s) understanding of adoption and outcomes
• Establish a consistent operating cadence with each account (e.g., business reviews, health checks, success planning)
• Surface product feedback and customer needs back to Product and Engineering as a structured, prioritized signal BE A FORCE MULTIPLIER ACROSS THE COMPANY
• Help build the repeatable playbooks, templates, and processes that let our customer delivery model scale as we grow from a handful to 25+ enterprise logos
• Coordinate seamlessly with Commercial on handoffs, expansion readiness, and renewals WHAT SUCCESS LOOKS LIKE (FIRST 90 DAYS)
• You’ve built strong relationships with the stakeholders across your accounts and have a clear, current read on the health of each one
• You’re running integration / go-live project plans independently and visibly accelerating timelines
• You’ve established a working rhythm with FDEs and Clinical Navigators and have pulled them in effectively on at least one account
• You’ve dug into adoption data for your accounts, identified at least one gap, and shipped (or driven) a concrete solution
• Customers consistently describe you as responsive, credible, and genuinely invested in their success MUST-HAVES - 3–6 years of account management / customer success experience, ideally at a health tech company where providers (physicians, nurses, CRCs) are the primary users
• Demonstrated ownership of customer relationships end-to-end—from onboarding/implementation through go-live and ongoing success
• Strong project management instincts: you can quarterback complex, multi-stakeholder integrations and keep everyone on timeline
• High initiative and bias to action—you spot a gap, build a plan, and execute without waiting to be told
• Comfort with data: you can dive into analytics, draw conclusions about adoption and impact, and propose new reporting/KPIs/dashboards
• Excellent communication and credibility with clinical end users
• Based in NYC and willing to come to the office and travel to customers—OR based in a regional customer hub and willing to travel to your customer base as well as to NYC periodically NICE-TO-HAVES
• Experience in the clinical research realm—e.g., supporting clinical trials, working with research coordinators, or familiarity with clinical research operations
• Hands-on site experience as a Clinical Research Coordinator (CRC) or similar clinical research role
• Experience supporting deeply integrated / technical products (EHR integrations, healthcare IT, workflow software)
• Experience at a startup scaling rapidly and managing multiple accounts/personas simultaneously
• Familiarity with oncology care and/or research workflows