Lead Account Manager – Client Relations & Change Management

About the role

The Lead Account Manager will drive the performance of Sehati’s client portfolio, ensuring exceptional service delivery, successful onboarding, and long‑term retention of healthcare institutions and professionals. This senior role combines strategic account oversight with change‑management leadership to support the adoption of the nphies platform.

Key responsibilities

• Define and execute operational plans for client accounts, correcting any performance gaps.
• Oversee day‑to‑day activities of HIC/HCP account managers, ensuring high‑quality customer service and issue resolution.
• Monitor compliance with customer‑relations policies and Sehati’s internal standards.
• Maintain signed agreements, manage invoicing issues, and safeguard documentation.
• Develop and track performance metrics and dashboards for HIC/HCP accounts.
• Lead client onboarding, change‑management, training, and communication plans to drive platform adoption.
• Adapt master change‑management plans (training, coaching, communication) to the specific needs of each client.
• Escalate high‑severity requests and ensure timely resolution of operational challenges.

Required profile

• Proven experience in account management or client‑relationship roles, preferably in the health‑care sector.
• Strong track record of leading teams and improving service performance.
• Excellent analytical skills to build metrics, dashboards, and performance reports.
• Ability to manage complex onboarding and change‑management initiatives.
• Familiarity with regulatory frameworks such as CCHI guidelines is a plus.

Required skills

• Experience with CRM or account‑management platforms.
• Proficiency in data analysis and reporting tools.
• Knowledge of change‑management methodologies.

What we offer

• Competitive compensation package.
• Opportunities for professional growth in a fast‑growing health‑tech environment.
• Collaborative and supportive team culture.