Strategic Account Manager

Account Manager

mPulse is the leader in conversational AI and member engagement for healthcare. We partner with the nation's most innovative health plans — Medicare Advantage, Medicaid, and Commercial — to engage members in conversations that close care gaps, improve Stars ratings, and drive better health outcomes. Our platform reaches tens of millions of Americans and is built on the belief that better health starts with better conversations.

The Account Manager at mPulse is responsible for the overall business relationship management of all assigned accounts. You'll work closely with current customers as a trusted advisor to deeply understand their unique company priorities and goals while establishing, maintaining, and enhancing relationships with many different members of the client's team. This person will develop, lead, and execute an account plan strategy with support of a cross-functional team and will be focused on client health, retention, and growth. The Account Manager will be tasked with establishing, maintaining, and enhancing the relationship with many different members of the client's team while building trust as a liaison.

As an Account Manager, this person will possess exceptional verbal, written, and presentation skill sets that are necessary to support regular client business reviews. The Account Manager is expected to have an adept ability to identify client's mutual goals and individual issues while providing guidance and ensuring the customer's needs are being met and challenges overcome.

Overall, the Account Manager is ultimately accountable for the maintenance, growth, and increased profitability of our business, and the strategic direction of assigned accounts. Additionally, this person will be responsible for directing strategic, client-specific initiatives that deliver value added services through the execution of client-specific business plans.

Duties/Responsibilities:

• Establish and grow strong client relationships with customer contacts by communicating often through regular cadence meetings and recurring executive leadership business reviews
• Know the specifics of each client's contract(s) within the designated portfolio
• Expand account penetration and stickiness by identifying opportunities for cross-sell, up-sell, and activation of under-utilized product features
• Address client concerns in a timely manner
• Develop, lead, and execute client account plans to boost and retain revenue
• Act as an escalation point of contact for customers while directing feedback to the appropriate departments and help to ensure the loop gets closed
• Monitor and understand relevant industry trends that are important to our customers
• Align with the Professional Services team to support all client needs, including implementations, change requests, and SOWs.
• Coordinate with Sales Director(s) to collaborate and support opportunities for new lines of business with existing customers.
• Prepare professional, complete, concise, and accurate reports, proposals, and other documentation as required for client-facing and internal presentations
• Identify client needs and business objectives and develop solution strategies
• Apply previous experience to product, service, or process decisions that impact multiple functions and/or customer accounts
• Gather and report competitive intelligence
• Assist in leading RFP writing efforts when appropriate
• Work closely with other departments of the company to develop strategies that can help in satisfying the customers and solve their needs
• Set sales and revenue targets and work diligently to complete the goals
• Help ensure both clients and company adhere to the contract terms
• Maintain accurate records related to opportunities in pipeline, forecasts, etc.
• Other responsibilities as required

Skills/Abilities/Experience:

• Bachelor's degree or equivalent years of experience
• Basic business knowledge as it helps in identifying the needs of the clients faster and solutions can then be provided quicker after that.
• Proven experience as a client relationship/success/account manager
• Excellent customer service skills and experience are highly preferred
• Must have the ability to work flawlessly under tight deadlines and achieve the set targets
• Proficiency in MS Office with a basic knowledge of working Account Manager platforms is generally preferred

Minimum Qualifications:

• Attainment of variable compensation performance metrics as defined by the annual Sales Compensation Plan including SaaS, Services, and Renewal quota attainment
• Prepare and renew contracts on time for each renewal cycle
• Accurate, proactive, and timely record keeping and reporting across all required areas (Salesforce, forecast delivery to Sales Operations team, etc.
• Development and execution of account plans for assigned accounts
• Timely execution of client agreements including contracts, Change Request, Order Forms, MSAs and SOWs.
• Ability to manage multiple priorities
• Keep Salesforce account and opportunity information up to date on a weekly basis.
• Ensuring client communication cadence is upheld:
  • a. POR/QBRs for assigned clients
  • b. Minimum annual face-to-face meetings for assigned accounts
  • c. Regular cadence proactive check-in calls for all assigned accounts

Physical Requirements:

• Ability to stand and sit for extended period of time.
• Ability to lift 10 lbs. weight.

Why mPulse?

Remote-First & Flexible PTO — work from wherever you're most productive 100% Company-Paid Employee Coverage - Medical, dental, and vision plans with a 100% company-paid employee-only option, plus company contributions toward dependent coverage and company-paid life and disability insurance. 401(k) + 4% Match — with financial advisors to help you plan 6 Weeks Parental Leave Invest in You — 30-60-90 day plans and frequent training Culture of Recognition — peer-to-peer bonuses & team celebrations

Equal Opportunity: mPulse is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions at mPulse are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

If you require any accommodations during the application, interview, or assessment process due to a disability or any other accessibility-related concern, please do not hesitate to reach out to our People Ops and Recruiting team at View email address on click.appcast.io