Senior Account Manager

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

• 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

• 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.

• 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.

• 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.

What you bring to the Personify Health Team:

• 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