Customer Experience Account Manager

What You'll Do

• 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

What you Bring

• Experience
• • 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
  • Experience with early-stage startups is a plus
• Technical skills
• • 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
  • Experience with data analysis and reporting tools is preferred
  • Ability to interpret and leverage data to measure value/calculate ROI generated for customers, support decision-making, optimize customer outcomes, and recommend strategic actions.
• Additional skills
• • 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.
• Miscellaneous
• • 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
• Educational background
• • BA/BS degree

Plenful perks

• Great benefits include unlimited PTO, health insurance, meal stipend, health & wellness stipend, team offsites, 401K matching, and stock options
• Join an all-star team with direct access to executive leadership
• Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders