Account Manager

Summary

Join HealthJoy's Customer Success Team as an Account Manager and play a key role in driving customer retention and growth within the SMB segment. Partner with Account Executives to manage customer accounts, ensuring high engagement and satisfaction. You will serve as a trusted advisor, understanding customer needs and recommending solutions to improve HealthJoy adoption and ROI. Utilize tools like Salesforce and Gainsight to track customer interactions and identify upsell opportunities. Proactively monitor customer health and flag potential churn risks. Gather customer feedback for product improvements and lead customer training initiatives. This role requires strong customer relationship management, organizational, and sales skills. The position offers a unique opportunity to develop your skills in a supportive team environment and contribute to the growth of a fast-growing company.

Requirements

• 5+ years of customer-facing account support or related experience demonstrating independence and ownership in your work
• Demonstrated interest in learning how to manage a sales process
• Extremely well organized. Goal oriented and self motivated. You like to see results!
• Willingness to travel approximately 10-15% to support client book of business with the goal of approximately 1 visit per year to your most saturated benefit consultant partners, as well as at a minimum quarterly to Chicago headquarters for internal team meetings, and as needed. Total travel estimated at 15-20%

Responsibilities

• Partner closely with up to 2 Account Executives in managing a portfolio of small-business customer accounts, ensuring high engagement and satisfaction
• Serve as a trusted partner to customers by understanding their business needs, pain points, and goals, and recommending avenues to improve their HealthJoy adoption and return on investment
• Independently utilize tools including Salesforce, Gainsight, Outreach, and Gong to track and ensure timely follow up from customer interactions and leads
• Maintain accurate records of customer interactions, contracts, and account health in CRM tools
• Independently identify expansion and upsell opportunities by using consultative selling techniques during customer interactions to uncover possible opportunities
• Develop and support the Account Executive in presenting value-driven upsell proposals to customers
• In close collaboration with Account Executive, prepare for and follow up on sales and expansion related interactions, supporting our overall efforts to grow the small-business segment
• Proactively monitor customer health scores within Gainsight and proactively flag potential churn risks to the Account Executive(s)
• Gather and relay customer feedback to internal teams for product and service improvements
• Identify the need for and lead customer training initiatives and knowledge-sharing efforts to increase product adoption
• Confidently and independently own key customer activities to support overall growth and retention in HealthJoy’s scaled segment (preparation for strategy reviews, sales and renewal proposals, renewal amendments, etc.)
• In higher-touch engagements with your customers, independently advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices

Preferred Qualifications

Experience working directly as an HR team member, as a benefit consultant, or in wellness / benefits preferred

Benefits

• Medical, Dental and vision insurance packages
• HSA contribution match
• Stock options for eligible roles
• 401k match
• Paid parental leave
• Company sponsored Short Term and Long Term Disability coverage
• Flexible PTO