Customer Experience Account Manager

<meta><h2 dir="ltr" style="margin:24px 0px 5px;padding:0px;font-style:normal;font-weight:600;font-size:15pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;"=""><span style="color:rgb(0,146,139);font-size:18pt;white-space:pre-wrap;">What You'll Do</span></h2><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><b><strong style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Customer Satisfaction:</strong></b><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;"> Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits.</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;color:rgb(64,64,64);font-size:11pt;line-height:1.38;"><b><strong style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Customer Relationship Management:</strong></b><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;"> 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.&nbsp;</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><b><strong style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Project Management:</strong></b><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;"> 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.</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><b><strong style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Expansion Opportunities:</strong></b><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;"> Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms.</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><b><strong style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Communication Excellence:</strong></b><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;"> Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication.</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><b><strong style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Strategic Optimizations: </strong></b><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability</span></li></ul><h2 dir="ltr" style="margin:24px 0px 5px;padding:0px;font-style:normal;font-weight:600;font-size:15pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;"=""><span style="color:rgb(0,146,139);font-size:18pt;white-space:pre-wrap;">Qualifications</span></h2><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Experience</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;list-style:none;line-height:1.38;"><ul data-pattern="discCircleSquare" data-depth="2" style="margin:0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:circle;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">3+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Proven track record in managing customer relationships, driving adoption, achieving account retention goals, and nurturing account expansion opportunities</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Experience with early-stage startups is a plus</span></li></ul></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Technical skills</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;list-style:none;line-height:1.38;"><ul data-pattern="discCircleSquare" data-depth="2" style="margin:0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:circle;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing, Prior Auth)</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Proficient in CRM systems (e.g., Salesforce) and customer success platforms</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Experience with data analysis and reporting tools is preferred</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Ability to interpret and leverage data to measure value/calculate ROI generated for customers, support decision-making, optimize customer outcomes, and recommend strategic actions.</span></li></ul></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Additional skills</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;list-style:none;line-height:1.38;"><ul data-pattern="discCircleSquare" data-depth="2" style="margin:0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:circle;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Ability to work collaboratively across functions, including Sales and technical team members, to ensure a seamless customer experience</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Highly organized, able to manage multiple accounts, and prioritize tasks independently.</span></li></ul></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Miscellaneous</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;list-style:none;line-height:1.38;"><ul data-pattern="discCircleSquare" data-depth="2" style="margin:0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:circle;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">A genuine interest in healthcare and making the industry more efficient</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Excitement</span><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;"> to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team members</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">A bias toward action and enjoyment </span><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">working in a dynamic, fast-moving environment</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(64,64,64);font-size:11pt;white-space:pre-wrap;">Willingness to travel up to 25% of the time</span></li></ul></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">Educational background</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;list-style:none;line-height:1.38;"><ul data-pattern="discCircleSquare" data-depth="2" style="margin:0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:circle;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;">BA/BS degree</span></li></ul></li></ul><h2 dir="ltr" style="margin:24px 0px 5px;padding:0px;font-style:normal;font-weight:600;font-size:15pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;"=""><span style="color:rgb(0,146,139);font-size:18pt;white-space:pre-wrap;">Plenful perks</span></h2><ul data-pattern="discCircleSquare" data-depth="1" style="margin:16px 0px;font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:10.75pt;white-space:pre-wrap;">Great benefits include unlimited PTO, health insurance, meal stipend, health &amp; wellness stipend, team offsites, 401K matching, and stock options</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:10.75pt;white-space:pre-wrap;">Join an all-star team with direct access to executive leadership</span></li><li dir="ltr" style="margin-top:4px;margin-bottom:4px;margin-left:0px;font-size:11pt;line-height:1.38;"><span style="color:rgb(0,0,0);font-size:10.75pt;white-space:pre-wrap;">Opportunities to further develop and refine your partnership acumen by partnering with our seasoned leaders</span></li></ul><h2 dir="ltr" style="margin:24px 0px 5px;padding:0px;font-style:normal;font-weight:600;font-size:15pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;"=""><span style="color:rgb(0,146,139);font-size:18pt;white-space:pre-wrap;">Hybrid Workplace</span></h2><p dir="ltr" style="font-style:normal;font-weight:400;font-size:12pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">Plenful is headquartered in San Francisco, with an east coast office in New York City. CX hires in SF and NYC are expected to work in-office a three days per week. Outside of these hubs, we’re remote-first.&nbsp;</span></p><p dir="ltr" style="font-style:normal;font-weight:400;font-size:12pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:12pt;margin-bottom:12pt;"=""><span style="color:rgb(32,32,34);font-size:11pt;white-space:pre-wrap;">At this time, we are currently prioritizing candidates based on the West Coast or Mountain Time for this role.</span></p><p style="font-style:normal;font-weight:400;font-size:11pt;line-height:1.38;font-family:" basel="" grotesk",arial,sans-serif;margin-right:0px;padding:0px;margin-top:0px;margin-bottom:0px;"=""><br></p>