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Customer Success Account Executive - Austin, TX

  • Location: Austin, Texas
  • Type: Direct Hire
  • Job #1940

We have exciting new opportunities to work for a mission driven healthtech start up as a Customer Success Account Manager in the Austin, TX area. As part of the Customer Success team, you will build new opportunities and solve challenges for the customers as they help people find and connect with the help they need. These customers are innovative organizations across many sectors — healthcare, government, local and national nonprofits, and private consultancies, to name a few. We are seeking passionate individuals with healthcare and SaaS experience in metro areas across the U.S.

What You'll Do:

Your role will center around building trusted executive customer relationships, building and maintaining strong customer health and retention, and expanding customer use of the platform.

  • Develop & maintain trusted advisor relationships with executive sponsors and customer stakeholders
  • Communicate the vision of the future of social care and how technology can support customers in achieving their goals
  • Drive usage throughout customer organizations including growing usage across teams, departments as well as the adoption of product features to achieve the customer’s goals
  • Create strategic account plans to achieve organizational goals
  • Serve as an escalation point for customer leadership, manage expectations and timelines for both the client and internal personnel
  • Regularly monitor customer health, proactively identify risks, and create/manage action plans for risk mitigation
  • Drive best practices and develop new opportunities and initiatives to advance the customer’s use of the platform
  • Develop and deliver Executive Business Reviews on a quarterly cadence
  • Advocate for the customer, champion their success, including for the ongoing needs and goals of the customer internally – gathering feedback from customers and understanding both how to meet them where they are and also how to help get them where they want to go
  • Drive contracts, renewals, and expansions
  • Develop industry, regional, and state specific strategies for customer portfolio, such as opportunities for collaboration with customers, specific industry/state initiatives, building relationships with Community Partners, etc
  • Create and share materials to support internal and external marketing
  • Lead webinars or User Group Meeting presentations to share insights, leading practices, and industry trends
  • Collaborate with the Customer Success team to build a thriving department and foster the overall success of our company and the people we serve

What You'll Bring:

We are not a perfect fit for everyone. To help with an initial screen, consider these things that we think will help a person thrive:

  • BS/BA degree or equivalent
  • 5+ years experience in account management, customer success, organization leadership
  • Superior communication, networking and relationship skills, and demonstrated ability to communicate/present effectively at all levels of the organization including the C-suite
  • Skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
  • Experience with technology and able to learn new technologies quickly; familiar with SaaS application support requirements
  • Customer-focused, enthusiastic, positive and service-oriented
  • Intrinsically motivated, results-oriented, data focused and ambitious
  • Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
  • Interest in social determinants of health, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
  • Ability to travel to some customer locations (when it is safe to do so)
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