• Support the Deputy Director of Partnerships in maintaining high-touch communication with existing partners to increase engagement. • Actively identify and "bring into the fold" new health-related organizations to expand our national footprint beyond current partners. • Prepare and execute mobilization strategies and communications assets for Civic Holidays (e.g., National Voter Registration Day, National Voter Education Week, Vote Early Day). • Organize and train health professional students to facilitate voting access for patients who face unexpected hospitalization during election cycles. • Create patient-facing educational materials and bedside toolkits to streamline the emergency ballot request process.

• Own Gross Revenue Retention (GRR), Net Revenue Retention (NRR), renewals, expansion revenue, client lifetime value, and forecasting across the existing client portfolio. • Develop and execute strategies to minimize churn, mitigate revenue risk, and maximize client growth opportunities. • Establish disciplined renewal, expansion, and account planning processes that drive predictable business outcomes. • Partner closely with Sales leadership to ensure a seamless transition from client acquisition to long-term client growth and value realization. • Lead and evolve Smartlinx's Account Management organization. • Develop a scalable operating model in which Strategic Account Managers own executive relationships, strategic account plans, renewals, and growth opportunities, while Client Success Managers drive adoption, client health, and day-to-day engagement. • Refine client segmentation, coverage models, engagement standards, success metrics, and operating processes. • Establish clear accountability for client outcomes, retention, growth, and client experience. • Recruit, develop, and retain top talent while building a culture of ownership, execution, and continuous improvement. • Partner across the organization to develop scalable frameworks to proactively monitor client health, identify risk, and prioritize intervention. • Establish account planning, renewal governance, and client risk management processes across the portfolio. • Build and maintain executive relationships across strategic accounts. • Serve as an executive escalation point for key client opportunities and challenges. • Partner closely with Product, Engineering, Support, Implementation, Finance, and Operations to improve client outcomes and remove barriers to client value.

• Account Management • Build strong relationships with customers and become a trusted advisor. • Proactively identify churn risks and develop retention strategies. • Conduct account reviews, customer success check-ins, and business reviews. • Drive product adoption, customer engagement, and account growth. • Identify upsell and expansion opportunities. • Customer Support & Onboarding • Manage inbound support requests through tickets, phone calls, and email. • Troubleshoot platform issues and coordinate with Product and Engineering teams when necessary. • Conduct customer training sessions and onboarding meetings via Zoom or Google Meet. • Educate customers on best practices and platform functionality. • Complete onboarding training and serve as a backup onboarding specialist when needed. • Assist with implementations, account setup, and customer training. • Ensure a smooth transition from onboarding to ongoing account management. • Cross-Functional Collaboration • Partner closely with Sales, Product, Engineering, Finance, Support, and Onboarding teams. • Act as the voice of the customer internally. • Share customer feedback, feature requests, and product improvement opportunities. • Assist with special projects and process improvement initiatives.

Role Description We are seeking a dynamic and strategic Director of RCM Account Management to lead our Account Management team and serve as a trusted advisor to our most strategic, board-level clients. This individual will be responsible for driving client satisfaction, retention, and growth within our Nextech vertical by ensuring the seamless delivery of RCM services and mentoring a high-performing team of account managers. The ideal candidate is a strategic, results-driven leader with a proven track record of: - Accelerating revenue growth - Enhancing client satisfaction - Building strong cross-functional partnerships This is a full-time, exempt position reporting to our Vice President of Physician RCM. What You Will Do - Leadership & Team Development - Lead, mentor, and develop a high-performing team of RCM Account Managers, fostering a client-focused culture of collaboration, accountability, and continuous improvement. - Partner with the VP and General Manager of Physician RCM on staffing evaluations, talent development, and succession planning. - Supervise cross-functional onshore and offshore teams responsible for all aspects of the revenue cycle, ensuring alignment and excellence across operations, analytics, billing, coding, and compliance functions. - Client Relationship Management - Serve as the executive liaison for C-suite and board-level stakeholders across top-tier accounts, ensuring expectations are exceeded through proactive engagement and strategic guidance. - Lead strategic business review meetings and planning sessions for high-value clients in partnership with account managers and internal leadership. - Collaborate directly with clients to optimize workflows, identify improvement opportunities, and ensure seamless delivery of services aligned with their evolving needs. - Operational Excellence & Performance Management - Develop and maintain KPIs, performance metrics, and reporting structures to track service delivery, client satisfaction, and team performance. - Analyze performance trends, financial data, and client feedback to inform strategic decisions and drive continuous improvement. - Monitor staff performance trends, provide coaching, and implement quality assurance initiatives to maintain best-in-class service standards. - Strategic Growth & Retention - Drive account growth and retention by identifying opportunities for new services or expanded partnerships. - Support contract renewals, pricing discussions, and proposal development for strategic accounts. - Proactively address risk areas and implement retention strategies for at-risk clients. - Collaboration & Compliance - Maintain strong internal communication across departments to ensure alignment and promote knowledge sharing. - Collaborate with Nextech leadership to report on KPIs, recommend system enhancements, and address challenges or successes within the program. - Ensure compliance with all applicable government regulations and industry standards. - Misc - Lead or participate in special projects and perform additional duties as needed to support evolving business priorities. Qualifications - Bachelor’s degree in business, Healthcare Administration, or equivalent years of experience. - 8+ years of progressive experience in revenue cycle management or healthcare operations. - 5+ years in a leadership role, managing client-facing account management teams. - Proven track record of managing enterprise-level clients, including direct engagement with C-suite and board executives. - Demonstrated success in driving client satisfaction, retention, and growth through strategic account oversight. - Deep knowledge of end-to-end RCM processes (coding, billing, AR, collections, denials, etc.). - Experience with RCM platforms (NextGen preferred), automation tools, and a strong technical aptitude. Specialty RCM knowledge in podiatry a plus. - Strategic thinker with strong analytical and problem-solving capabilities. - Exceptional communication, relationship management, and organizational skills with a client-first mindset. - Adaptable to change and willingness to learn different processes. - Ability to perform effectively in a fast-paced and dynamic environment. - Prolonged periods of sitting at a desk and working on a computer; ability to occasionally lift or carry up to 10 pounds. Salary Range $90,000 — $120,000 USD Compensation for this role is based on a variety of factors, including but not limited to, skills, experience, qualifications, location, and applicable employment laws. The expected salary range for this position reflects these considerations and may vary accordingly. In addition to base pay, eligible employees may have the opportunity to participate in company bonus programs. We also offer a comprehensive benefits package, including medical, dental, vision, 401(k), paid time off, and more.