B2B Account Manager

Kandu, Inc. is pioneering an integrated approach to stroke recovery by combining FDA-cleared brain-computer interface technology with personalized telehealth services. Our IpsiHand® device is durable medical equipment that enables chronic stroke survivors to regain upper extremity function with daily home use. Combining this advanced technology with the support of expert clinicians offers a comprehensive path to recovery-helping survivors improve mobility, independence, and quality of life.

We are seeking a detail-oriented and service-driven B2B Account Manager to join our Customer Experience (CX) team. In this role, you will support healthcare providers and internal teams by managing inbound requests, coordinating workflows, and ensuring a seamless experience across the patient journey.

While this role does not serve as the primary account owner, it plays a critical role in responding to provider needs, resolving issues, and supporting pipeline progression across B2B accounts. This position is ideal for someone who thrives in a fast-paced healthcare environment and enjoys balancing operational execution with customer support.

What You'll Do Provider and Patient Support & Experience

• Act as a key CX contact for inbound provider inquiries, including questions, issue resolution, and support needs
• Deliver timely and effective facility, patient and physician support, ensuring a high-quality experience
• Coordinate IpsiHand training sessions with Patient and Clinical partner
• Ensure providers have access to training materials and resources
• Partner with account owners and internal teams to ensure continuity and alignment across accounts

Pipeline & Revenue Operations

• Manage and track the patient pipeline within the B2B funnel, ensuring timely progression from referral through treatment
• Support VA pipeline management, ensuring accuracy, compliance, and forward momentum
• Conduct SDR account reviews to identify pipeline gaps, risks, and opportunities
• Collaborate with SDR teams on repeat prescriber development ("hunting") within existing accounts

Operational Execution

• Partner with B2B team to coordinate screening events with patients
• Manage RMA (Return Merchandise Authorization) workflows, including tracking, resolution, and communication
• Partner with B2B team on delivering EEG screening results for Centers of Excellence (CoEs)
• Facilitate medical record collection to ensure timely case processing
• Provide hands-on patient support, guiding patients through onboarding and treatment processes

Data & Reporting

• Consolidate and prepare data for business reviews, highlighting key insights and performance trends
• Track KPIs across pipeline stages, provider interactions, and operational workflows
• Identify inefficiencies and recommend process improvements to enhance CX and operational performance

What You'll Bring

• Bachelor's degree in Business, Healthcare Administration, or related field (or equivalent experience)
• 3+ years of experience in customer experience, account support, healthcare operations, or similar roles
• Experience supporting B2B healthcare or medical device environments
• Strong organizational skills with the ability to manage multiple workflows simultaneously
• Excellent communication and problem-solving skills

Preferred Qualifications:

• Familiarity with medical records, EEG coordination, or clinical workflows
• Experience with CRM tools (e.g., Salesforce) and pipeline tracking
• Analytical experience with data consolidation and reporting

What We Offer:

• Competitive Compensation ($64,000-$76,000 + Stock Options)
• Insurance (Medical/Dental/Vision)
• 401(k) with company
• Unlimited PTO & Holidays
• Life Insurance, LTD and STD
• Remote work desk allowance

Please note that the salary information is a general guidance only. Kandu, Inc. considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills and internal parity, as well as location, market and business considerations when extending an offer.

Kandu, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.