Institutional Sales - Account Management Lead

Hello! Please review this job description in its entirety before you decide to apply. If you haven’t run a QBR, or facilitated a contract renewal, you’re sadly not the human we’re looking for.

100% Remote with occasional in person collaborations.

Cover letters are welcomed, appreciated, and reviewed by a human.

Reports to: Director, Specialty Pharmacies, dotted-line: Director VP, Institutional BD

About PrescriberPoint

The brainchild of David Ricks, CEO of Lilly, and incubated by Boston Consulting Group’s Digital Ventures, PrescriberPoint is a Series A healthtech whose mission is to help Health Care Professionals reduce the time, tension, and anxieties they and their patients encounter during the prescribing process. We are funded to date by Lilly, Pfizer, Adobe, and MasterCard.

About the role

Prior Authorizations are used every day by health systems, specialty pharmacies, and other related enterprises. They are a massive drain of everything and our AI-centric/EHR-integrated solution is receiving rave reviews. This is our first Account Management role dedicated to making sure our institutional accounts and pharmacy teams get value fast, realize the benefits, stay successful, grow their results, and have a direct line back to our product team. If there’s a renewal in the contract, that’ll be your north star. If no renewal, imagine there is one.

You'll own the post-sale customer journey for a book of HCP accounts across two primary segments:

Institutional accounts — larger organizations onboarded through our institutional sales motion, including channel partners

Specialty pharmacies — pharmacy teams working PA cases on behalf of prescribers

These are new customer types for us, so you won't just run existing playbooks — you'll help write them.

What You'll do

Onboarding & activation

Own onboarding and asset creation for new accounts: kickoff, workflow setup, staff training, and first-case support with our PriorAuth Support Specialists

Enable accounts to go from signup to first submitted PA quickly, and from first PA to weekly active usage

Build repeatable onboarding playbooks per segment (institutional vs. pharmacy) as we scale

Retention & account health

Monitor account health and usage signals; intervene early when engagement drops

Run structured check-ins, operational reviews, and QBRs as appropriate

Own win-back outreach for churned or stalled accounts, coordinating with Marketing on campaign follow-up

CSAT & customer experience

Own CSAT measurement and follow-up: review survey responses, close the loop with detractors, and identify systemic issues behind the scores

Serve as the escalation point for account-level issues, coordinating with PA Support Specialists, Product, and Engineering to resolution

Voice of the customer → Product

Systematically collect, log, and categorize customer feedback so trends are visible over time

Share structured, prioritized feedback with Product and Engineering — the goal is a tight loop where what customers say shapes what we build

Recruit customers for research, beta programs, and case studies

AI-forward ways of working

Use AI tools purposefully across your workflow — call summaries, pre-call prep, at-risk account flagging, drafting client communications — while applying judgment on when AI assistance is and isn't appropriate

Embed AI into recurring Account Management workflows — onboarding, health checks, renewals — and build reusable prompts, templates, and playbooks the team can adopt

Sales Support

Work with our sales enablement resources and your managers in the acquisition of new business

Build relationships with the different functions of the organization that enable upselling, cross-selling, and that can withstand unanticipated crises

What success looks like

New accounts reach their first submitted PA within days of onboarding, not weeks

Your book of accounts sustains weekly active usage and retention improves quarter over quarter

CSAT is measured consistently, and detractor themes turn into product or process changes

Product ships improvements that trace directly back to feedback you surfaced

Renewals happen predictably and smoothly

(Again) building relationships with the appropriate functions that enable predictable and smooth renewals, can be leveraged for future business, and can withstand exogenous shocks

What we're looking for

5+ years in account management, or clinical operations — ideally in healthcare SaaS, health tech, or working directly with IDNS and/or Specialty Pharmacies

Understanding provider workflows: how health systems, or pharmacies actually operate day to day. Direct experience with prior authorization, benefits verification, or revenue cycle is a strong plus

Track record of creating and owning the processes behind benchmarkable onboarding, retention, or CSAT outcomes

Excellent written and verbal communication — you can train a medical assistant, run a QBR with a director, and write crisp internal feedback summaries

Comfort with data: you can read a usage dashboard, spot an at-risk account, and back up your recommendations with numbers

Genuine depth with AI tools and enthusiasm for building AI into how you work

Bias for action — this is a new role at a fast-moving company; ambiguity should energize you

Nice to have

Experience with specialty medications, hub services, or patient access programs

Experience standing up CS processes or playbooks from scratch

Familiarity with HIPAA and handling sensitive information responsibly

Compensation:

Budget for this role runs from $120-140k depending on location and experience. There is a bonus based on company and functional performance.

So, why (on earth!) would you want to leave what you’re doing and join us?

We have a really good shot at improving the millions of lives and careers of HCPs, Patients, and their families (even pets!)

We hire adults with a Trust-first/It's All Life philosophy

We have some great benefits for a firm at our stage: 401(k) w/matching, all kinds of insurance (including matching HSA and pets!), commute from your kitchen, Open PTO (which leaders use!), remote stipend, yearly education budget, and working with some of the smartest yet humblest and respectful people in the business

We’re (objectively) way better looking than our competitors :-)

Beliefs:

PrescriberPoint is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics.