Plenful · 2 days ago

Customer Experience Account Manager

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Responsibilities

Customer Relationship Management: 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.

Project Management: 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.

Expansion Opportunities: Proactively identify and pursue opportunities for contract expansion by understanding customer needs, aligning them with Plenful offerings, and determining new statement of work terms.

Customer Satisfaction: Proactively monitor account health indicators and engage customers, including regular usage/ROI analysis, business reviews, and on-site customer visits.

Communication Excellence: Set a high standard for clarity, responsiveness, and professionalism in all customer interactions. Lead internal process improvement related to customer communication.

Strategic Optimizations: Lead data-driven optimization efforts and analysis to help us better serve our customers and put in the best processes to ensure scalability.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Account ManagementCustomer SuccessCRM SystemsProject ManagementSaaSHealthcare TechnologyHealthcare OperationsRegulatory ComplianceSalesforceData AnalysisReporting Tools

Required

5+ years in Account Management, Customer Success, Enterprise Sales, Management Consulting, or a related field, ideally in SaaS, healthcare technology, or healthcare

Proven track record in managing customer relationships, driving adoption, achieving account retention goals, and nurturing account expansion opportunities

Familiarity with healthcare operations and regulatory compliance (e.g., HIPAA, 340B Drug Pricing)

Proficient in CRM systems (e.g., Salesforce) and customer success platforms

Ability to interpret and leverage data to measure value/calculate ROI generated for customers, support decision-making, optimize customer outcomes, and recommend strategic actions.

Demonstrated ability to successfully coordinate and manage projects across multiple stakeholders, ensuring objectives are met on time and according to customer expectations

Excellent verbal and written communication skills, with the ability to effectively present to and influence stakeholders at all levels

Strong problem-solving skills, ability to articulate unstructured problems effectively and with a customer-focused approach to addressing client needs and resolving issues

Ability to work collaboratively across functions, including Sales and technical team members, to ensure a seamless customer experience

Highly organized, able to manage multiple accounts, and prioritize tasks independently.

A genuine interest in healthcare and making the industry more efficient

Excitement to see and learn the company-building process firsthand alongside dedicated, hardworking, fun-loving team members

A bias toward action and enjoyment working in a dynamic, fast-moving environment

Willingness to travel up to 25% of the time

BA/BS degree