Customer Experience Account Manager

Plenful is a healthcare technology company focused on transforming healthcare operations. They are seeking a Customer Experience Account Manager to enhance customer satisfaction and manage client relationships, ensuring successful implementation and expansion of services.

Responsibilities:

• Customer Satisfaction: Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits
• Customer Relationship Management: Serve as the primary point of contact for customers, starting at their implementation kick-off call. Build and maintain strong, long-lasting client relationships to ensure satisfaction and loyalty
• Project Management: Oversee and track the progress of customer implementations for new use cases. Work closely with technical team members on back-end configuration to ensure customer success
• Expansion Opportunities: Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms
• Communication Excellence: Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication
• Strategic Optimizations: Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability

Requirements:

• 3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare
• Proven track record in managing customer relationships, driving adoption, achieving account retention goals, and nurturing account expansion opportunities
• Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing, Prior Auth)
• Proficient in CRM systems (e.g., Salesforce) and customer success platforms
• Ability to interpret and leverage data to measure value/calculate ROI generated for customers, support decision-making, optimize customer outcomes, and recommend strategic actions
• Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations
• Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels
• Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues
• Ability to work collaboratively across functions, including Sales and technical team members, to ensure a seamless customer experience
• Highly organized, able to manage multiple accounts, and prioritize tasks independently
• A genuine interest in healthcare and making the industry more efficient
• Excitement to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team members
• A bias toward action and enjoyment working in a dynamic, fast-moving environment
• Willingness to travel up to 25% of the time
• BA/BS degree
• Experience with early-stage startups is a plus
• Experience with data analysis and reporting tools is preferred