Group Account Manager
As a Group Account Manager, you will manage and expand Freed’s B2B customer base, ensuring customer satisfaction and identifying expansion opportunities. You will be responsible for the entire customer journey, from onboarding to ongoing support and new product introductions.
About the job
ABOUT THE ROLE
As Group Account Manager, you will be responsible for managing and expanding Freed’s growing base of B2B customers. Your portfolio will consist of medical groups of varying size and complexity that are currently subscribed to our core product. Some accounts will be at full capacity, most will not. Your job is to ensure we deliver on Freed’s promise: to be the most clinician friendly company in the world.
You’ll be responsible for every aspect of the customer journey: onboarding and training new users, troubleshooting any user issues, addressing technical questions about new or existing features, maintaining a ‘pulse’ on the customer and all key champions from the account (eg, clinical directors, chief medical officers, heads of innovation, etc.), and introducing new products when the time and fit are right.
HOW YOU’LL HAVE IMPACT
- You lead the set-up and execution of a B2B customer management playbook, from onboarding to expansion.
- You analyze and identify opportunities to proactively reach out to customers to make sure they are getting the most out of our product.
- You identify and successfully close expansion opportunities.
- You provide ongoing support to the user base across your portfolio.
WHAT YOU’LL BRING
- 5-8 years of directly relevant experience managing high profile customer accounts.
- An established ‘toolkit’ for delivering exceptional customer service, especially in a fast-paced, low process, entrepreneurial environment.
- Core expertise in managing medium to large customer accounts, plus a demonstrated track record of expanding those accounts through deliberate, systematic efforts.
- High motivation, self direction, and an intrinsic sense of ownership and accountability.
- An indefatigable spirit that’s equally capable of handling customer delight and dissatisfaction.
NICE TO HAVES
- Previous experience in an early-stage, high growth company.
- Familiarity with advanced technology and AI-type products and solutions.
- Previous experience working in a cross-functional, highly collaborative, asynchronous working environment.
WHAT WE WILL BRING
- Competitive salary and equity in a high-growth company
- Opportunity to make an immediate impact
- Medical, and dental vision provided for US-based employees
- Unlimited PTO
- 401(k) plan to support your long-term financial goals
- Commuter stipend for our San Francisco based employees
Skills
Customer Service, Account Management, B2B Sales, Customer Onboarding, Troubleshooting
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