Senior Manager, Key Accounts (Providers)

Position Summary

You'll own a portfolio of Big Health's provider accounts after they go live, and your job is to grow orders. That portfolio runs from large health systems to smaller practices and provider groups, and you'll flex between them: an executive business review with a health system one day, a working session with a practice manager the next. Pricing is set by contract, but revenue comes from one place: prescribers ordering SleepioRx and DaylightRx Treatment and patients activating. You'll take accounts from Provider Experience and Clinical Transformation (PECT) once they're implemented and ordering, and build them into programs that grow year over year, with more prescribers, more sites, and more service lines. You'll work closely with Sales, PECT, and Market Access.

Key Responsibilities

Account Ownership and Growth

• Own and grow your accounts. Build account plans with clear order growth targets, risks, and next steps.
• Know each account down to the site and prescriber: who's ordering, who stopped, who never started, and why.
• Flex your coverage to the account. Health systems and large groups get high-touch coverage. For smaller practices, build scaled approaches such as group training, office hours, and practice-ready resources.
• Expand. Find the next site, service line, provider group, or product inside each account and build the case with clinical and operational leaders.
• Build the foundation. Create and improve playbooks for adoption, account health, retraining, and expansion. Synthesize learnings across accounts into repeatable approaches.

Provider Engagement

• Drive repeat ordering. Monitor provider and site performance against agreed targets. Diagnose what's slowing adoption and fix it with named owners, dates, and measurable results.
• Build internal advocacy. Partner with executives, provider leaders, practice managers, and clinical champions to sustain prescribing and patient activation.
• Train and retrain. Lead ongoing education for new prescribers, new sites, and practice staff, in partnership with Clinical and PECT. Track the impact on prescribing and activation.
• Be the first line on day-to-day reimbursement issues. Spot denial patterns, billing workflow problems, and payer issues early. Bring in Market Access and ensure the practice knows how to handle it next time.

Internal Stakeholder Management

• Take a clean handoff from PECT. Work alongside PECT as implementation wraps up, then own the account once it's live and ordering. Bring PECT back in when an expansion needs new workflows or EHR work.
• Own escalations. Serve as the primary account escalation contact and drive resolution across Sales, PECT, Market Access, Clinical, Product, IT Implementation, and Legal.
• Partner with Sales on growth. Contribute to contract amendments, pricing, and forecasting.
• Keep leadership informed. Provide timely, executive-ready updates to senior leadership and customer sponsors.

Reporting and Documentation

• Keep Salesforce as the single source of truth for accounts, contacts, opportunities, activity, and forecast. Use dashboards to surface adoption, risk, and growth signals.
• Run QBRs and JOCs with clinical, operational, revenue cycle, and executive sponsors, built on order and activation data and clear next steps.
• Partner with Finance on account reporting, invoicing, and forecasting, including resolving practice invoice issues.

Required Skills and Experience

• 8+ years in healthcare client success, account management, or field roles, including 4+ years in a customer-facing account role at a med device, diagnostics, digital health, or PDT company where revenue depended on providers ordering.
• A track record of growing utilization or order volume across both health systems and smaller practices or provider groups.
• Hands-on knowledge of how practices bill and get paid: fee-for-service, HCPCS/CPT, charge capture, and denials.
• Credibility with clinical, operational, IT, revenue cycle, and executive stakeholders.
• The ability to turn utilization data into an action plan and a credible ROI story.
• Salesforce and Looker (or similar) experience.
• Disciplined organization, risk and issue management, and follow-through across a mixed portfolio.
• Bachelor's degree required.
• Willingness to travel 30–40% for onsite provider engagement, training, and account reviews.

Preferred

• You've trained, mentored, or led others, or built a playbook from scratch.
• Sleep medicine or behavioral health experience.