About the Role
The HME Provider-Account Manager will be the customers' primary point of contact, ensuring their satisfaction and success with our software solutions. This role involves building strong client relationships, identifying growth opportunities, and addressing customer concerns to ensure long-term retention and satisfaction. The ideal candidate will have excellent communication skills, a customer-focused mindset, and a passion for technology.
Key Responsibilities
- Serve as the primary point of contact for a portfolio of suppliers, fostering trust and ensuring a consistently positive customer experience.
- Regularly communicate with customers to understand their needs, goals, and challenges.
- Conduct no less than 4 onsite business reviews per quarter to ensure clients derive value from Parachute solutions.
- Monitor customer usage and proactively address any issues or concerns that may arise.
- Collaborate with internal teams to resolve client challenges and enhance client satisfaction.
- Develop strategies to ensure customer retention and reduce churn.
- Identify opportunities to upsell or cross-sell additional products and collaborate with internal sales teams to meet customer needs.
- Train and support customer SSRs on clinician activation activities.
- Track and analyze key account metrics, such as usage data and renewal rates.
- Partner with marketing, sales, and product teams to deliver a seamless customer experience.
- Share client feedback to inform product development and enhance service offerings.
- 40% travel is required.
Qualifications
- Bachelor’s degree in business, Marketing, Communications, or a related field (or equivalent experience).
- Proven experience in account management, customer success, or a similar role in the SaaS industry.
- A strong understanding of SaaS business models and technologies is a plus.
- A strong understanding of the Home Medical Equipment industry is a plus.
- Excellent communication and interpersonal skills.
- Ability to manage multiple accounts and prioritize tasks effectively.
- Proficiency with CRM software (HubSpot) and customer success tools.
- Problem-solving mindset and ability to thrive in a fast-paced environment.
- Medical, Dental, and Vision Coverage: Comprehensive plans with options for low-to-no-cost premiums.
- Employer HSA Contribution: Company-funded contributions to your Health Savings Account.
- 401(k) Retirement Plan
- Equity Incentive Plan
- Annual Company-Wide Bonus: Opportunity for up to 15% bonus based on company performance.
- Remote-First Culture: We are remote-first with a dedicated NYC office and reimbursement options for co-working spaces.
- Flexible Vacation Policy
- Summer Fridays: 5 additional Fridays off during the summer (separate from PTO).
- Home Office and Wellness Stipend
- Monthly Internet Stipend
- Annual Learning and Development Stipend
Base Salary Bands (based on level and experience)
AM: $85,000 - $120,000 + Commission
Sr. AM: $105,000 - $145,000 + Commission
California job applicants may access the Notice of Collection of Personal Information and Privacy Policy with information and rights required by the California Privacy Rights Act (CPRA) the link here.
We are proud to be an equal opportunity employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth related medical conditions and lactation), gender identity or gender expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.
This role is not eligible for employer visa sponsorship. Applicants must be legally authorized to work in the United States at the time of application and for the duration of employment. The Company does not sponsor employment authorization for this position, nor will it provide assistance in obtaining temporary work authorization
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