The Role

We are looking for a Strategic Account Manager to own client relationships, manage expectations, and ensure commitments are delivered.

This role acts as the critical bridge between our operations teams and US-based clients, translating operational data, challenges, and progress into clear, confident narratives during weekly client calls and executive reviews.

Key Responsibilities

• Manage assigned client accounts and serve as the primary point of contact.
• Present weekly operational status updates during client calls, translating metrics, risks, blockers, and progress into clear, client-friendly narratives.
• Serve as the primary liaison between internal operations teams and client stakeholders, ensuring nothing is lost in translation.
• Understand client priorities and translate them into clear internal actions.
• Coordinate with Operations and other support teams to drive agreed actions to completion.
• Demonstrate strong situational awareness during live client interactions by reading tone, anticipating concerns, and adapting messaging in real time.
• Track client requests, deadlines, risks, escalations, and agreed commitments.
• Review account performance and identify areas for improvement.
• Manage challenging conversations and drive issues through to resolution.
• Prepare account updates, performance reports, presentations, and executive reviews.
• Support client retention, relationship development, and account growth.

What We’re Looking For

• Experience in account management, client success, relationship management, service delivery, or a similar client-facing role.
• Proven experience managing international or US-based client accounts.
• Exceptional communication and interpersonal skills, with the ability to explain complex operational issues clearly to non-technical stakeholders and build trust quickly.
• Sharp analytical thinking and strong situational awareness, with the ability to connect operational issues with client concerns and anticipate risks before they escalate.
• High emotional intelligence, with the ability to read client sentiment, manage challenging conversations, and navigate high-stakes discussions professionally.
• Strong narrative and presentation skills, with the confidence to lead weekly client reviews and translate operational data into clear, meaningful updates.
• Strong ownership, follow-up, judgment, and attention to detail.
• Comfortable working with reports, KPIs, SLAs, dashboards, and presentations.
• Aligned to US business hours to ensure real-time client engagement and responsiveness.

Familiarity with healthcare revenue cycle management (RCM), medical billing, or US healthcare operations is highly desirable but not mandatory.