Account Manager at Cisive in Remote, MD

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

At Cisive, our vision is to make securing the right talent effortless. We provide technology-first background screening, identity verification, and continuous monitoring solutions that help organizations hire and manage their workforce with confidence.

Our Values

• Integrity First: Integrity guides every choice we make and every interaction we have. Whether working with colleagues or clients, we act with honesty, transparency, and accountability. We foster a culture of trust, respect, and ethical responsibility across our organization.
• Innovate Fearlessly: We challenge the status quo, embrace emerging technologies, and continuously refine our solutions to stay ahead of industry needs.
• Win Together: We break down barriers, share knowledge, and champion teamwork across departments, brands, and global offices to achieve our collective goals.
• Customer Obsessed: We go beyond transactional interactions to become trusted partners in risk mitigation and workforce management.
• Stay One Step Ahead: We proactively seek knowledge that helps us—and our clients—stay ahead of the curve.

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Job Summary

This role responsible for managing and growing client relationships (Healthcare Vertical) by serving as the primary point of contact for assigned accounts. This role focuses on understanding client needs, delivering high-quality service, and ensuring contractual obligations and performance expectations are met. The Account Manager collaborates cross-functionally to coordinate solutions, resolve issues, and drive client satisfaction, retention, and revenue growth. Success in this role requires strong communication, relationship management, and problem-solving skills, as well as the ability to balance multiple priorities in a fast-paced environment.

Duties and Responsibilities

• Manage a portfolio of accounts at a high level to ensure customer satisfaction and retention.
• Using the required documents and in accordance with the Salesforce Queue Policy, clearly and concisely present spec changes and IT issues and projects to IT and Change Management via Salesforce.
• Track and monitor IT projects in the Salesforce and Target Process queues and manage ETAs (internally and externally).
• Coordinate internal involvement in order to meet client expectations (IT, Ops, Client Services, etc.).
• Work closely with Client Services to ensure client satisfaction and problem resolution and keep Client Services apprised of account changes through regular phone and email communications. 
• Schedule and facilitate regular calls (how often depends on the client)- the purpose of the calls is to discuss program health, best practices, new products/initiatives, etc.
• Client specific training for new and existing CSRs.
• Annual top to bottom account analysis- spec review, enhancement recommendations, proposals (system and spec), YOY analysis, SLAs- were they met, why, suggestions to improve if not met, contract commitments- were they met for the year, why, etc.
• Prepare Quarterly Business Review (QBR) Presentations including background statistics (run through CART), program enhancements, pending projects, industry trends, and other topics as required by the client.
• Ensure QBR Presentations and QBR notes are uploaded in Salesforce and to the Wiki in a timely manner.
• With the help of the CSR’s, ensure that the Wiki is continually updated and documented (i.e. Specs, fee schedules, etc.).
• Recognize and capitalize on opportunities to upsell.
• Track SLAs and ensure contract commitments are met.
• Prepare EOM reports in accordance with provided requirements.
• Track and coordinate contract renewal as needed.
• Other assigned tasks on an as needed basis.

Minimum Qualifications

• High School Diploma or equivalent Required.
• Bachelor’s degree preferred, or 1-3 years in a similar support role required.
• Healthcare experience strongly preferred.
• Proven account management or other relevant experience.
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels.
• Experience in delivering client-focused solutions based on customer needs.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Excellent listening, documentation and presentation skills.
• Excellent verbal and written communications skills.
• Self-motivated and able to thrive in a results-driven environment.
• Natural relationship builder with integrity, reliability and maturity.
• Ability to prioritize among competing tasks.
• Critical thinking and problem-solving skills.
• Excellent time and project management skills.
• Strong attention to detail and adherence to deadlines.
• Expert at Microsoft Office Suite, Google Apps, Salesforce and help desk support software.