Strategic Account and Delivery Manager

About the Role

We are looking for a Strategic Account & Delivery Manager to own key customer relationships and ensure our solutions are successfully implemented, adopted, and delivering measurable value.

This role combines strategic account management with hands-on implementation, project leadership, and the customer success work that drives adoption. You will be the person the customer knows and trusts, joining the relationship during the sales process and carrying it through pilot, launch, adoption, and expansion. As the team grows, these responsibilities may specialize, and we will be open with you about how the role could evolve.

Key Responsibilities
Customer and Account Leadership

• Own strategic customer relationships across the full customer lifecycle.
• Build trusted relationships with executive, clinical, operational, and technical stakeholders.
• Understand each customer’s priorities, operating environment, and measures of success.
• Develop account plans, stakeholder maps, governance structures, and communication rhythms.
• Lead customer meetings, executive reviews, and strategic planning conversations.
• Monitor account health and proactively address risks, gaps, and opportunities.
• Support retention, renewals, and appropriate account expansion.

Implementation and Project Management

• Lead implementations from pilot planning and integration through launch, adoption, and ongoing delivery.
• Translate customer needs into clear plans, milestones, responsibilities, and success criteria.
• Coordinate work across customer teams and Keebler Health’s sales, product, engineering, clinical, and operational teams.
• Manage timelines, dependencies, risks, issues, decisions, and changes with discipline.
• Surface problems early, establish mitigation plans, and escalate when necessary.
• Ensure commitments result in action and that important details do not fall through the cracks.
• Hold stakeholders accountable while maintaining strong working relationships.
• Do the hands-on work of data collection: roster specifications, system access, file transport, and the requirements specific to each customer's EHR and data sources.

Adoption and Value

• Define and track success measures linked to clinical, operational, and financial outcomes.
• Drive adoption across multi-practice accounts with complex user and stakeholder groups.
• Identify gaps between expected and realised value and lead plans to address them.
• Communicate progress, outcomes, risks, and priorities clearly to customers and internal teams.
• Contribute to repeatable implementation and account-management processes.

About You
Your Experience

• Experience in strategic account management, customer success, implementation, professional services, or program delivery.
• A strong record of leading complex software implementations from planning through adoption.
• Excellent project-management skills and close attention to detail.
• Credibility with senior customers and the confidence to lead difficult conversations.
• Ability to coordinate technical and non-technical teams without direct authority.
• Strong written, verbal, and executive communication skills.
• Commercial awareness, including experience supporting retention, renewals, or expansion.
• Healthcare technology, enterprise SaaS, or regulated-industry experience is preferred.
• Comfortable working in an early-stage or rapidly changing environment.

How You Work

• Owns outcomes end to end and drives them forward independently.
• Collaborates across functions without direct authority and creates documentation that teammates can build upon.
• Communicates credibly with everyone from a clinician inside a practice to an executive inside a parent organization.
• Motivated by compounding results, where the second year of an account is stronger because of how the first year was run.
• Uses LLMs and AI tools to remove friction and build capacity, improving the team's systems alongside their own output.

When applying

In addition to your resume, also include:

• A highly personalized, bold, and hilarious "Keebler Health-style" introduction that grabs attention - outgoing, fun, and uniquely you (not uniquely ChatGPT). Think: confident, high-energy, slightly irreverent (but still professional), with a smart nod to healthcare, value-based care, and the fact that we're building something real.

What We Offer

• Competitive salary and benefits package.
• Opportunity to work in a fast-paced, innovative environment.
• Professional growth and development opportunities.
• Collaborative and supportive team culture.
• Chance to make a meaningful impact on the healthcare industry.