We are looking for an energetic and enthusiastic customer success account manager with experience in project management, who can onboard enterprise healthcare accounts. The candidate will own the onboarding and implementation process and should be able to contribute to building relationships, implementing innovative programs that will increase our business’ revenue potential, and wow our customers. You will work directly with clients within the healthcare sector to help solve their pain points involving care coordination and ensure their satisfaction and ongoing business partnership. You will also work closely with other employees to ensure customer questions and concerns are addressed promptly.

Responsibilities

• Build and maintain strong, long-lasting customer relationships with key stakeholders by becoming a trusted advisor and expert at navigating the Rovicare platform.
• Serve as the lead point of contact for all onboarding and implementation matters
• Negotiate contracts and close agreements to maximize profits.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• Clearly communicate the progress of onboarding clients to internal and external stakeholders.
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.
• Forecast and track key account metrics (e.g., quarterly sales results and annual forecasts).
• Prepare reports on account status
• Assist with challenging client requests or issue escalations as needed.
• Assist customers with setting up and navigating programs or software
• Promote the value of the Rovicare platform and solutions
• Assist with care transitions.
• Partner cross-functionally across teams on behalf of your customer to ensure their success
• Present recommendations to customers for improving or expanding the use of Rovicare’s platform within their organization and community partners
• Solicit and synthesize customer feedback on a regular basis to serve as the voice of the customer
• Analyze data to provide deeper insights and smarter understanding of customer operations, opportunities for improvement and areas of strength
• Own client renewals and expansion opportunities in partnership with key internal stakeholders
• Onboard new clients
• Foster and manage strong, strategic, long-term client relationships
• Contribute to the development and sharing of best practices within the customer success team.

Minimum Qualification

• 2+ years of professional experience in a Project Management role.
• Experience working at a SaaS (Software as a Service) company as a Customer Success Account Manager
• Enthusiasm for Rovicare’s mission and eagerness to become a part of our collaborative, friendly, and dynamic team.
• Willingness to work on-site, where you will help build a unique and fun workplace culture.
• Comfortable working in an ambiguous environment; organized, diligent, and self-motivated.
• Detail-oriented with strong analytical, writing, and communication skills
• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team
• Genuine customer empathy
• A thirst for knowledge and a growth mindset

Preferred Qualification

• Bachelor's degree (preferably in Business, Marketing, or a related field of study)
• Experience working at a Tech Startup
• Experience with HubSpot or other CRM
• Core Competencies
• Communication: knowing who, what, when, where, how, and why and acting effectively as a representative of Rovicare
• Organization: from your email inbox habits, to your time management, to the information you juggle about people, teams, clients, and products
• Emotional Intelligence: natural ability to read and respond to a situation in the best interests of Rovicare and our clients
• Problem Solving: acting creatively in response to challenges both in and out of your control
• Drive: proactive attitude that stays a step ahead of client and company needs
• Teamwork: taking immense pride in successful collaboration and outcomes achieved together
• Judgment: keen sense for decision-making and prioritization
• Tech-savvy: A strong aptitude for using various programs and tools, including HubSpot, Microsoft 365, Outlook, Teams, Zoom, Excel, PowerPoint, etc.

Benefits

• Pay range: $60,000-$70,000
• Stock options
• Health Insurance
• Vision Insurance
• Dental Insurance
• HSA
• Healthcare FSA
• Dependent care FSA
• 10 Paid Holidays Annually
• 10 Paid Vacation days each year
• 5 Paid Sick Days each year

About Rovicare

Rovicare was founded by experts in both the technology field and healthcare industry; driven by personal challenges and inefficiencies encountered in discharge management and transition of care. Through a cloud-based software solution, Rovicare creates a more transparent care transition experience for all stakeholders. Rovicare engages patients and their families, provides measurable results, and reduces clerical work for case managers. We are medical technology by medical professionals.