Account Manager

Exxat One

Exxat is seeking a client-focused, collaborative, and strategically minded Account Manager to join our Exxat One team. Exxat One is a comprehensive SaaS platform designed to help hospitals and health systems manage clinical education programs, including student placement, onboarding, compliance tracking, and site coordination.

In this role, you will manage a portfolio of Exxat One health system and clinical site clients, serving as their primary point of contact and strategic partner. You will drive platform adoption, retention, and satisfaction while collaborating cross-functionally with Product, Support, and other internal teams to deliver an exceptional client experience. You will also lead and develop an Assistant Account Manager, providing direction, mentorship, and oversight as they contribute to portfolio coverage and client success activities.

Client Relationship Management

• Manage a portfolio of Exxat One health system and clinical site accounts, acting as their primary point of contact and trusted advisor.

• Build and maintain strong, long-term relationships with clinical education leaders, Directors of Clinical Education, workforce development teams, and operations staff.

• Develop a deep understanding of each client's organizational structure, student placement workflows, and compliance requirements to deliver tailored guidance and support.

• Conduct regular check-ins and strategic business reviews to assess platform performance, surface evolving needs, and gather actionable feedback.

• Monitor platform utilization across client accounts, identify adoption gaps, and deliver targeted recommendations to drive measurable value.

• Manage and support the contract renewal process in coordination with the Finance team.

• Identify and pursue opportunities to expand product use through upselling or cross-selling within the Exxat ecosystem.

Onboarding, Training, and Client Education

• Lead client onboarding experiences for new health system and clinical site partners, including kick-off meetings, workflow configuration sessions, and go-live support.

• Design and deliver ongoing training tailored to clinical education coordinators, compliance teams, and site administrators at various experience levels.

• Plan, host, and facilitate client-facing webinars covering platform features, compliance best practices, regulatory updates, and new product releases.

• Develop and maintain educational resources such as guides, tip sheets, and recorded training content in partnership with the Support and Product teams.

• Keep clients informed of platform updates, upcoming features, and relevant industry events including healthcare and clinical education conferences.

Team Leadership

• Directly manage an Assistant Account Manager, providing day-to-day direction, coaching, and performance feedback.

• Delegate tasks and client responsibilities appropriately, ensuring the AAM has clear priorities and the support needed to succeed.

• Serve as a mentor and resource for the AAM, supporting their professional development and building their depth in health system account management.

• Collaborate with the AAM on portfolio coverage, client communications, and project execution to ensure consistent service quality across accounts.

• Partner with leadership on onboarding, goal-setting, and ongoing development planning for the AAM role.

Cross-Functional Collaboration

• Serve as the voice of the client in cross-functional conversations with Product, Engineering, Support, Data, Configuration, Sales, and Finance teams.

• Partner with the Product team to surface feedback from clinical education teams, contribute to roadmap discussions, and inform feature prioritization based on real-world health system workflows.

• Work closely with the Support team to track ticket trends, escalate complex issues, and close the loop with clients on resolutions.

• Collaborate with Sales during the pre-sales and handoff process to ensure smooth transitions and accurate expectation-setting for incoming health system clients.

• Participate in internal product reviews, QA feedback cycles, and beta testing initiatives as a clinical site subject matter expert.

• Contribute to the development of shared resources such as playbooks, onboarding templates, and process documentation used across the AM and Support functions.

Operations and Reporting

• Maintain accurate client documentation, activity records, and health scores in the Monday CRM.

• Track support trends across health system accounts and proactively address recurring issues or training gaps before they escalate.

• Contribute to account management team meetings, pipeline reviews, and quarterly reporting on portfolio health.

• Actively contribute to the continuous improvement of account management practices, client engagement strategies, and internal workflows.

Experience

• 5+ years of experience in account management, customer success, or a client-facing role, preferably in a SaaS or health tech environment.

• Experience working with hospitals, health systems, or clinical operations teams, with a focus on clinical education or student placement, is required.

• Experience with nursing clinical placement programs or clinical rotation coordination is highly preferred.

• Demonstrated experience hosting or facilitating webinars, virtual training sessions, or client education programs.

• Prior experience managing, mentoring, or leading junior team members is strongly preferred.

• Prior involvement in cross-functional collaboration with product or support teams is a strong plus.

Skills and Competencies

• Proven ability to build trusted relationships with clinical and operational leaders in complex health system environments.

• Strong people leadership skills, including the ability to delegate effectively, provide constructive feedback, and develop team members.

• Excellent communication, facilitation, and presentation skills across written, verbal, and virtual formats.

• Strong problem-solving and analytical thinking, with the ability to translate client needs into actionable internal recommendations.

• Comfort navigating the complexity of large health system organizations, including multi-stakeholder environments and distributed clinical teams.

• Proficiency in CRM systems (preferably Monday) and Microsoft Office Suite.

• Self-motivated, organized, and able to manage a broad portfolio independently.

Education

• Bachelor's degree in Business Administration, Healthcare Administration, Health Sciences, or a related field (preferred).