Customer Experience Account Manager

Responsibilities

• Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits.
• 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.
• 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.
• Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms.
• Set a high standard for clarity, responsiveness, and professionalism in all customer interactions.
• Lead internal process improvement related to customer communication.
• Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.

Requirements

• 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.
• 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.
• 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.
• BA/BS degree.
• Genuine interest in healthcare and making the industry more efficient.
• Willingness to travel up to 25% of the time.

Nice-to-Haves

• Experience with early-stage startups.
• Excitement to see and learn the company-building process firsthand.
• A bias toward action and enjoyment working in a dynamic, fast-moving environment.