Account Manager

Summary

Rivia Health is a B2B SaaS healthcare technology startup focused on improving medical billing and healthcare payments for providers and patients. The Account Manager will manage client relationships, drive customer adoption and performance, support implementations and renewals, identify expansion opportunities, and provide responsive customer service.

Responsibilities

• Establish and maintain a trusted relationship with client contacts
• Act as the “voice of the customer” in internal conversations
• Partner with the sales team to ensure customers are set up for success before they even sign a contract
• Work as the project manager to ensure smooth new customer implementations
• Complete monthly review calls with your assigned customers
• Provide monthly performance reports to your customers
• Partner with the sales team to identify expansion opportunities within the customer base
• Identify product offerings that may benefit the customer and share the benefit of adopting those additional services
• Close expansion revenue contracts with existing customers
• Help to identify when product adoption or performance is lower than expected and troubleshoot with the customer to improve product performance and ensure we are providing the expected return on investment
• Lead your customers through the renewal process and identify opportunities to deepen our partnership with the customer
• Take point on other special projects as needed to foster better relationships with our clients
• Acquire testimonials, reviews, case studies, references, and referrals from your customer base
• As necessary, visit clients, attend trade shows and other industry events to capitalize on networking and relationship-building opportunities with customers
• Collaborate with product management, client stakeholders and other internal resources to determine the client’s key success metrics and gather reporting data against these on an ongoing basis
• Respond to customer queries in a timely and accurate way, via phone, email and Hubspot
• Identify customer needs and help customers use specific features
• Create tickets for product and development with detailed information about technical issues. Follow up with customers to ensure their technical issues are resolved

Skills

• You should have a passion for service and sales
• Be an excellent communicator who is able to earn our clients' trust
• Be a creative problem solver
• 3+ years of experience in account management, sales, or other closely related fields with client exposure
• Exceptional communication, sales, account management, project management, and problem-solving skills
• High level of attention to detail, excellent organizational skills, and ability to prioritize demands and meet deadlines
• Open to ambiguity and an ever-changing environment
• Curiosity
• Obsession with understanding customer needs and workflows to identify areas for improvement Rivia Health can impact
• Strong observation skills and empathy driven communication to read mood and body language of customers and meet them where they are in any given situation
• Aptitude for planning and preparation to ensure you are ahead of the game when it comes to anticipating customer needs
• Focus on organization and productivity to ensure you are creating efficiencies for yourself and your customers
• Ability to motivate and align stakeholders from other departments to make progress
• Desire to work independently and be self-directed within a fully remote role
• Passion for service and sales
• Experience in the healthcare revenue cycle management strongly preferred
• Experience with Hubspot and the Microsoft suite of products are strongly preferred

Qualifications

Must Haves

• you should have a passion for service and sales
• be an excellent communicator who is able to earn our clients' trust
• be a creative problem solver
• 3+ years of experience in account management, sales, or other closely related fields with client exposure
• Exceptional communication, sales, account management, project management, and problem-solving skills
• High level of attention to detail, excellent organizational skills, and ability to prioritize demands and meet deadlines
• Open to ambiguity and an ever-changing environment
• Curiosity
• Obsession with understanding customer needs and workflows to identify areas for improvement Rivia Health can impact
• Strong observation skills and empathy driven communication to read mood and body language of customers and meet them where they are in any given situation
• Aptitude for planning and preparation to ensure you are ahead of the game when it comes to anticipating customer needs
• Focus on organization and productivity to ensure you are creating efficiencies for yourself and your customers
• Ability to motivate and align stakeholders from other departments to make progress
• Desire to work independently and be self-directed within a fully remote role
• Passion for service and sales

Nice to Haves

• Experience in the healthcare revenue cycle management strongly preferred
• Experience with Hubspot and the Microsoft suite of products are strongly preferred

Benefits

• Variable compensation
• Unlimited paid vacation
• Medical, Dental, Vision, Parental Leave, ancillary plans, and 401k
• Remote work environment and flexible hours
• A chance to be at the forefront of bringing the empowerment and convenience of automation and mobile technology to the healthcare revenue cycle industry