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