Account Manager

Nurses are the largest sector of the healthcare workforce, yet the least invested in and the least technologized. Amid a record nursing shortage and unprecedented turnover, health systems lack the data, insights, tools, and operational know-how to foster the flexibility, predictability, and autonomy that the modern nurse demands.
M7 Health is a digital command center for nursing workforce management, built specifically for health systems. **M7's platform helps hospitals better understand the unique work-life needs of their nurses and then guides nurse managers in building staffing models that optimize for staff satisfaction and efficiency.
We're backed by an all-star team of healthcare and venture investors, including 25m Health, Lakehouse Ventures, January Ventures, Everywhere Ventures, and Banter Capital.
As an Account Manager, you will own the implementation process at new M7 customer sites, including understanding the nuances of each unit, planning all go-live events, and owning relationships with unit-level nurse leaders.
You will be the go-to resource for nurse leaders as they onboard to M7's platform, responsible for maintaining high engagement and uncovering opportunities for product improvements.
More specifically you'll be responsible for:
"Go Live" Management Project managing the entire go live process, including coordinating with customers and M7 team members to ensure each activity is planned, assigned responsibility, and executed successfully Understanding the staffing workflow at the hospital, including unit-specific staffing operations. You will ensure all units and personnel are correctly accounted for in the M7 platform Training unit-leadership and other key stakeholders on how to use the M7 platform You will also work with Customer Operations Associates, who will provide executional support on "Go Live" activities. You'll provide guidance and feedback on their work, which includes: Successful coordination and execution of in-person and virtual staff training sessions Configuring the M7 platform based on input from unit leadership Comparison of go-live and post-implementation data collected from staff members Ongoing Support Serve as the point person for all inbound inquires from unit-level nurse leaders Monitor engagement and effective use of M7's platform and provide support/additional trainings when appropriate Be "on call" for inbound customer communications, including calls, texts, and emails to M7 customer service channels (Note: All members of Customer Experience team take shifts on call). Provide support to Customer Operations Associates for any unit-specific inbound inquiries Enjoy traveling to provide in-person customer support: This role involves substantial travel, particularly during new customer implementations ("Go Lives"). Depending on the upcoming go-live calendar, you can expect to travel 2-3 weeks per month (2-3 days per trip) Have a strong skillset in project management: You will be tasked with running Go Lives from end-to-end, which involves coordinating activities with hospital leadership, hundreds of staff members, and internal team members over multiple weeks. A strong fit for this role will be able to independently plan and execute these projects while also building strong, durable relationships with our customers. Thrive doing live problem-solving in customer settings: In your role, you will work with health system leadership to understand each nursing unit and propose the optimal configuration in the M7 platform. A strong fit for this role will have a mastery of the M7 product and be able to identify and explain the optimal way to use M7 for each customer setting. Enjoy coaching and relationship building: During Go Lives and ongoing support activities, you will be constantly coach M7 users on how to make the most of the platform. A strong fit for this role enjoys teaching people new technology in an approachable manner and building collaborative relationships with customers. Nursing experience, or experience in healthcare settings- M7 Health exists to advance the nursing profession by making hospital-based nursing job flexible, rewarding, and sustainable. We value candidates who have first-hand experience by the bedside (or working in a healthcare setting!) and share our passion for supporting nurses everywhere Experience implementing new technologies or processes at health systems- When we bring the M7 platform to a new customer, we play a decisive role in orchestrating the entire change management process. Candidates with experience running a well-coordinated, clearly communicated implementation program are encouraged to apply Experience in Sales or Customer Success- As the primary representative of M7 within the customer site, you will be counted on to nurture the relationships across the facility and proactively identify opportunities where M7 can deepen our impact on the customer. Candidates with experience developing and maintaining these relationships in prior sales or customer success roles are encouraged to apply! An desire to translate customer feedback into new product features- M7's superpower is our ability to translate feedback directly from nurse users into our product development program. Candidates interested in working at the nexus of product development and customer enablement will build on our momentum in building THE platform for the nursing workforce ?? Work with the ethos "Strong Opinions, Loosely Held"- You value being prepared prior to meetings and come with a well-reasoned perspective for how we'll get the job done. However, you also maintain the intellectual humility to adjust your beliefs when presented with a strong alternative plan of action ??? A clear communicator and strong sense of prioritization- You value clear, answer-first communication and can tie your specific work with the broader objectives of a Go Live and the company's overall goals. You take the time to consider your work in the "bigger picture" and prioritize the work that will have the biggest impact towards M7's goals. ??Comfortable with early stage- You enjoy the ambiguity and scrappiness of an early stage company and are excited about wearing many hats. You appreciate the evolving nature/needs of an early stage company and are willing to adapt on the fly as M7 is presented with new opportunities to help our customers and users. You are comfortable stepping in and contributing to efforts outside of your core work to move the company forward. ??Passionate- The state of nursing in the U.S. is dire. We are solving a real problem that has serious implications for the health of our communities, the stability of our healthcare system, and the well-being of the largest sector of the healthcare workforce. Healthcare experience is optional, passion for the mission is required. This role offers industry-competitive compensation, including:
Cash-based and equity-based compensation Medical, health, and dental insurance Flexible vacation At M7 Health, we aim to foster a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds leads to a better environment for our people and a better product for our clients. M7 Health is an equal-opportunity employer and encourages all applicants from every background and life experience to apply.
Applicants must be eligible to work in the United States. M7 Health does not sponsor work visas or employment authorization. Only candidates with the legal right to work in the U.S. will be considered for this position.