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Freshpaint · 2 months ago

Senior Enterprise Account Manager

United States

Full-time

Remote

Mid, Senior Level

$122K/yr - $144K/yr

7+ years exp

Freshpaint is a company focused on helping healthcare marketers promote access to care while safeguarding patient privacy. The Senior Enterprise Account Manager will own the full lifecycle relationship with MidMarket and Enterprise customers, ensuring successful adoption of Freshpaint's offerings and driving growth through upselling and customer engagement.

AnalyticsData MiningInformation ServicesMarketingSoftware

No H1B

Responsibilities

Own leading and lagging indicators of success

Manage 25-40 accounts that you will retain and grow the revenue, owning the net retention rate of your customer base

Own product adoption metrics, value plan, and relationship plan for your customers

Ensure a managed ARR of @ $2.5M

Expand existing customers

Grow Freshpaint revenue via upsells while providing an ideal customer experience

Proactively identify where and how Freshpaint capabilities can deliver incremental business value

Build an account plan and whitespace expansion opportunities with clear objectives, requirements, and action plan, that delineates roles, responsibilities, and target timelines with the aim of driving value with their current contract with Freshpaint

Achieve operational excellence

Ensure all communication and activities with assigned customers are documented in CRM (Hubspot)

Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers

Continuously measure and communicate key metrics to peers and leadership

Maintain high attention to detail for keeping Hubspot customer fields up to date, including forecasting and AM health metrics

Master running adoption metrics analysis in Freshpaint for customers and product health tracking, and proficient in Looker

Own the entire customer journey

Support customers coming out of implementation and launch validation, and assist with accelerating breadth of adoption and positive business outcomes for the customer and Freshpaint

Standardize SAM customer engagement and measure its impact at each stage of the customer lifecycle

Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Freshpaint product roadmap

Enroll customers in new beta programs and ensure customer feedback informs our product roadmap

Ensure satisfactory resolution of Freshpaint-related technical issues, including coordination of cross-departmental Freshpaint resources (e.g. Support, Customer Success engineering)

Own the renewal and expansion commercial processes

Deliver business value

Work with customers to develop a value and success plan that outlines how Freshpaint adoption will address their required capabilities needed to achieve positive business outcomes both immediately and in the future

Drive adoption through innovation, product demonstration, and customer alignment

Recommend solutions to changing client requirements and emergent problems by carefully identifying and assessing all risks and benefits of possible approaches

Measure, communicate, and demonstrate ROI to your customers in check-ins and customer quarterly business reviews

Map customer value to positive business outcomes through a deep understanding of the customer's business

Become knowledgeable about healthcare data privacy

Have complete context on our product and become an expert in the larger healthcare data privacy space

Educate our customers on the value and associated positive business outcomes of the healthcare data privacy platform

Communicate technical concepts clearly. Convey sound data principles to a wide variety of audiences: marketers, product managers, data scientists, engineers, and VP/C-level executives

Master complex and standard Freshpaint use cases and customer stories

Understand adoption drivers and influence adoption meaningfully

Advocate for the best customer experience

Serve as the customer’s advocate to other Freshpaint resources in Product, Support, Engineering, Marketing, & Partnerships

Serve as the voice of the customer internally at Freshpaint by providing customer feedback to product team, creating customer case studies with marketing, facilitating referrals for technical or services partnerships, or coordinating customer referrals for sales

Ensure executive sponsors are coordinated with key account activities to drive key adoption and retention metrics

Form close relationships with customers and travel up to 30% for customer meetings or conferences

Serve as the trusted advisor for key customer champions and executives including C-levels

Support Freshpaint customer community events to promote community relationships

Drive customer attendance to Freshpaint in person events and attend industry events to engage customer stakeholders

Visit customers onsite where possible for partnership reviews and relationship building

Qualification

Customer EngagementAccount ManagementTechnical ProficiencyAnalytical SkillsEffective CommunicationHealthcare Data PrivacySaaS ExperienceTeam CollaborationRelationship BuildingProblem SolvingProject Management

Required

Over 7 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise in management consulting, account management, or customer success management

Proven success in leading customer engagements, fostering B2B/B2C relationships, resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals

Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders, and engaging with senior executives on technical and business topics

Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions

Exceptional oral and written communication skills, with the ability to work cross-functionally

Facilitate business reviews, and develop and deliver presentations to end users and C-Level executives

Demonstrated ability to excel in a collaborative, geographically dispersed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills