Overview of the Role
We are seeking a Key Account Manager (KAM) to lead strategic customer success efforts for large hospital chain accounts. The KAM will act as the primary relationship manager for key hospital networks, ensuring the successful adoption, retention, and expansion of IHX’s SaaS solutions.
This role is ideal for someone who thrives in high-stakes enterprise engagements, understands hospital operations deeply, and can drive both commercial outcomes and long-term strategic partnerships.
Key Responsibilities
1. Strategic Account Ownership
- Own end-to-end relationship management for designated hospital groups across regions.
- Develop deep multi-stakeholder relationships (CXO, Admin, IT, Operations) within group hospitals.
- Act as the single point of contact across IHX offerings for each assigned account.
2. Enterprise Onboarding and Deployment
- Collaborate with internal onboarding, product, and tech teams to ensure seamless rollout across all units in the hospital chain.
- Customize onboarding plans and timelines per hospital site while maintaining consistency in experience.
3. Value Delivery and Product Adoption
- Regularly conduct success reviews to showcase value delivered and drive usage across departments.
- Identify workflow improvement opportunities to deepen product stickiness and drive best practice sharing across hospitals in the network.
4. Upsell, Cross-Sell, and Renewal Management
- Work with sales and commercial teams to identify and drive upsell opportunities across group hospitals.
- Negotiate renewals and commercial terms in collaboration with business leads, leveraging success metrics and impact reports.
5. Strategic Advisory & Advocacy
- Serve as a trusted advisor to the customer, proactively sharing insights, benchmarking data, and product innovations.
- Represent customer needs and feedback to IHX product and leadership teams to shape roadmap priorities.
6. Governance and Reporting
- Establish structured governance processes, including monthly/quarterly business reviews with customer leadership.
- Track account health metrics (adoption, support, NPS) and drive remediation plans where needed.
Qualifications & Skills
- Bachelor's degree in Business, Healthcare or Technology. MBA preferred.
- 3+ years of experience in account management, customer success, or enterprise sales, preferably in health-tech, SaaS, or healthcare services.
- Proven experience managing large, complex B2B accounts with multiple stakeholders.
- Strong knowledge of hospital operations and enterprise healthcare workflows.
- Excellent communication, presentation, and stakeholder management skills.
- Proactive problem-solving mindset and a track record of driving strategic account growth.
- Willingness to travel across regions on a need basis for account engagement.
What’s in it for you?
- Lead customer success for some of the largest hospital chains in India.
- Be a part of India’s most advanced healthcare data platform at a high-growth stage.
- Drive measurable healthcare impact across India’s top hospital networks.
- Work closely with industry veterans in a collaborative, fast-paced, and innovation-driven environment.
About IHX
IHX is India’s first and largest digital healthcare data exchange platform, powered by AI/ML, serving the entire healthcare ecosystem — hospitals, insurers, labs, pharma companies, and health-tech players. With a network spanning over 11,000 hospitals across 1,100+ cities and 30+ insurers, IHX is shaping the future of healthcare by enabling intelligent decisions and improving care outcomes.
Join us to drive the digital transformation of healthcare in India.
Our Mission
To enhance healthcare delivery through data-based insights and meaningful health information.