Role Description
The Customer Account Manager is responsible for managing a defined portfolio of existing customers, ensuring high levels of satisfaction, retention, and revenue growth.
Key Responsibilities
Customer Relationship & Retention
Act as the primary point of contact for an assigned portfolio of customers.
Build and maintain strong relationships with key stakeholders (e.g. doctors, practice managers, administrators).
Proactively manage customer retention, identifying at-risk accounts early and taking action to stabilise and retain them.
Conduct regular customer cadence visits (face-to-face and/or virtual) according to agreed frequency, ensuring consistent engagement and relationship depth.
Account Management & Upsell Revenue
Own the revenue performance of the assigned portfolio, with a clear focus on
Understand each customer’s business, usage of CGM products, and future needs to identify relevant upsell and cross-sell opportunities.
Present and position additional CGM products and services to existing customers and close upsell opportunities.
Maintain and manage a revenue pipeline for the portfolio, covering upsell and expansion opportunities.
Customer Education & Value Realisation
Maintain up-to-date knowledge of all CGM products, services and programs.
Provide product education and guidance to help customers maxmise the value and usage of CGM solutions.
Act as a trusted advisor, recommending process or practice improvements based on CGM capabilities and best practices.
4. Issue Coordination & Customer Advocacy
Coordinate with Support and Implementation teams to ensure customer issues are addressed effectively and timeously.
Monitor key or high-impact issues in the portfolio and follow up with customers to confirm resolution and satisfaction.
Capture and channel customer feedback and insights to relevant internal stakeholders (Product, Marketing, Sales, Support).
5. SAP CRM & Administrative Responsibilities
Log all customer activities (meetings, calls, emails, opportunities, issues) accurately and timeously in SAP CRM.
Maintain an up-to-date pipeline for upsell/expansion opportunities in SAP, including expected values and dates.
Use SAP CRM data to plan and prioritise customer visits, follow-ups and revenue-generating actions.
Prepare and maintain accurate forecasts and reports on retention, upsell revenue and activity levels.
6. Collaboration & Continuous Improvement
Collaborate with Sales, Support, Implementation and Marketing to deliver a seamless customer experience.
Participate in internal meetings and training related to customer success, product updates and commercial strategy.
Continuously develop knowledge of CGM products, customer use cases and industry trends.
Skills Required
- Experience using SAP CRM for logging activities, managing pipeline and preparing forecasts
- Proven account management experience managing a defined portfolio and customer retention
- Track record of achieving upsell and expansion revenue targets and managing a revenue pipeline
- Up-to-date knowledge of CGM products, services and programs and ability to educate customers
- Ability to conduct regular customer cadence visits (face-to-face and virtual) and build stakeholder relationships
- Experience coordinating with Support and Implementation teams to resolve customer issues
- Accurate forecasting and reporting skills for retention, upsell revenue and activity levels
CompuGroup Medical US Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CompuGroup Medical US and has not been reviewed or approved by CompuGroup Medical US.
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Leave & Time Off Breadth — Paid time off, sick leave, and company holidays are part of the package, and feedback suggests the time-off policies are viewed favorably by many.
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Retirement Support — A 401(k) plan with company match is offered, which feedback suggests adds meaningful value to total rewards.
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Flexible Benefits — Remote or flexible work options are available in some roles and are framed as part of the total package, which feedback suggests can improve perceived value even when base pay varies.
CompuGroup Medical US Insights
What We Do
CompuGroup Medical is a global e-health provider with a comprehensive portfolio of cutting-edge IT solutions for the healthcare industry. We connect doctors, hospitals, community health facilities, dentists, pharmacists, health insurers and other service providers to create an integrated network of all healthcare stakeholders. As a result, we can help these organizations improve efficiency, optimize care and increase patient satisfaction while also improving profitability. Our market-leading solutions include everything from electronic health records to innovative practice management systems. These solutions are present in over 400,000 practices and healthcare organizations worldwide. We are also proud to maintain and sustain long-term relationships with our clients, many of whom have been using our products for decades. Our dedicated, knowledgeable team consistently delivers innovative products and services with the customer in mind, knowing that in addition to running an effective business, their main focus is to heal the patient. We share that same passion and it drives everything we do. As an owner-led and publicly traded company, CGM uniquely combines the personal touch of a local business with the strength of a global entity. We are committed to meeting and exceeding our clients’ expectations, and our goal is to become the #1 choice for all healthcare providers in the United States – a position we have already achieved in many other countries around the world.
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