Senior Account Manager

Now is the time to join us! 

Who are you?

You are a skilled client management/success professional who is dedicated to your craft and can manage complex client relationship and accounts under limited supervision. In this role, you will manage and nurture client relationships by understanding your client’s business objectives, promoting effective engagement and campaign strategies, and ensuring flawless execution. You will oversee the day-to-day account management activities for the assigned clients by working closely with other functional departments within the company. The Client Operations Group is vital to ensuring that our customers realize maximum value and achieve their desired business outcomes. The Account Manager is the primary owner of the customer relationship and is accountable for the ongoing health of the account.

In this role you will wear many hats, but your knowledge will be essential in the following:  

Client Consultation and Management

• Day-to-day relationship management of a group of existing clients and the successful onboarding and management of new clients.
• Overall knowledge of client, client expectations, and goals to effectively present information, respond to questions, and follow up on inquiries from clients.
• Partner with Hospital or Health Systems customers on marketing strategy, including audience/targeting, messaging, and ROI.
• Proactively monitor campaign performance and develop strategies for improved engagement in collaboration with the commercial team.
• Serve as a customer advocate within Personify Health and partner with internal departments to develop, implement, and drive strategies to meet requirements and enhance offerings.
• Trouble-shoots and resolves issues by working with service delivery teams as appropriate

Program Management and Service Delivery

• Maintains internal client management tools, such as, Gainsight, Salesforce, Confluence, Jira, etc.
• Become a product super-user and ensure successful customer product use and retention.
• Serves as the subject matter expert for available tools and is responsible for training clients for utilizing the tool.
• Monitors client engagement and results to provide recommendations, as appropriate, to the Commercial team.
• Performs additional projects and tasks as required.

Campaign Management

• Works closely with Service Delivery Team for the successful implementation of new clients.
• Manages year-round client campaign plans.
• Oversees day-to-day account management activities for assigned accounts. Coordinates with appropriate personnel, such as campaign management, service delivery team, product, and marketing, etc., as needed.
• Documents and acts on client feedback as appropriate.
• Ensures timely and successful delivery of all campaign components.

Typical Activities Include:

• Lead regular (bi-weekly/monthly) meetings with client and internal team.
• Utilize knowledge of multi-channel campaigns and Personify Health product suite to advise customers on opportunities to reach new and existing patient population, inform campaign strategy and drive ROI.
• Simplify customer touchpoints with Personify Health and oversee cross-functional initiatives.
• Serve as the primary POC for requests, concerns and issues, and track to resolution.
• Track key implementation milestones: Own execution of select deliverables and campaigns.
• Maintain annual client calendar and account plan developed by SAE.
• Track and report on ROI, customer NPS and SLAs.
• Collaborate cross-functionally to help ensure billing accuracy and invoice fulfillment.
• Offer internal team customer feedback on key organizational initiatives.
• Collaborate on PR opportunities and reference requests.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

What you bring to the Personify Health Team:

In order to represent the best of what we have to offer you come to us with a multitude of positive attributes including:

• Bachelor's degree, or equivalent, in related discipline
• Account Manager
• 3+ years of direct account management work, which includes primary accountability of the overall account relationship.
• Background in healthcare (Health Plan or Hospital System), Insurance or Financial Services, working in Compliance, Risk or Governance.
• Prior experience implementing marketing/engagement solutions that include the following channels is a plus but not required.
• Integrated Voice Response (IVR)
• Print
• SMS
• Email
• Social

You also take pride in offering the following Core Skills, Competencies, and Characteristics:

• Excellent knowledge and skill using Microsoft Office suite
• Characteristics you regularly demonstrate should include:
• Strong interpersonal, presentation, and writing skills
• Strong organizational skills and detail orientation
• Demonstrated ability to collaborate
• Agile and is comfortable with change
• Willing to wear many hats
• Enjoys a fast-paced environment
• Collaborative
• Self-directed and proven ability to work independently
• Knowledgeable and can be seen as a trusted advisor

No candidate will meet every single desired qualification. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you!

Personify Health is an equal opportunity organization and is committed to diversity, inclusion, equity, and social justice.

We strive to cultivate a work environment where differences are celebrated, and employees of all backgrounds are empowered to thrive. Personify Health is committed to driving Diversity, Equity, Inclusion and Belonging (DEIB) for all stakeholders: employees (at each organization level), members, clients and the communities in which we operate. Diversity is core to who we are and critical to our work in health and wellbeing.