Sr. Customer Success Manager - Virtual/Remote

Company: mPulse Mobile
Location: East Lansing
Posted on: May 12, 2022

Job Description:

Job DescriptionPurpose of the Role:mPulse is looking for an all-star Sr. Account Manager (National Account Executive) with a desire to work with "Best in Class" clientele in a fun, fast paced, and challenging environment. This role will provide direct assistance to our National Account Management & Strategy team focusing on an impressive list of Fortune 500 healthcare companies. We need a smart, roll-up your sleeves, "anything to get the job done" problem-solver who is looking to make an immediate impact and grow within our rapidly expanding company. Working with all of our internal teams, clients, and partners to support client success and growth, this role is a critical part of daily support efforts.

**This is a largely remote role, with travel into the office once a week (if local)BenefitsPermanent Flexible Hybrid work schedule (remote), Medical insurance, Dental insurance, Vision insurance, Prescription drug coverage, 401K, 401K with company match, Life Insurance, Health Spending Account (HSA), Flex Spending Account (FSA), Paid holidays, Phone/Internet Stipend, Paid time off, Employee Referral Program, Community service programsCulturemPulse Mobile is reimagining health engagement to inspire healthier lives and deeper relationships between healthcare organizations and their consumers. Healthcare's leading Conversational AI platform combines with award-winning health education for the streaming age to deliver tailored digital health engagement that educates and activates healthcare consumers. With over a decade of experience, 100+ healthcare customers and more than 300 million conversations annually, mPulse Mobile has the data, the expertise and the solutions to drive healthy behavior change.

The Perks:

• Enjoy Flexible PTO and flexible work hours 
• Hybrid, remote-first working model with quarterly team meetings (travel paid by mPulse)
• Two office locations: Encino, CA, San Mateo, and Minneapolis, MN
• mPulse Mobile covers 100% of employee only premiums for selected plans as well as 25% dependent coverage
• Full Vision and Dental - Dental and Vision individual premiums paid by mPulse
• 401K Program with a 4% match 
• 3 Weeks Paid Maternity/Paternity Leave 
• Wellness and Work from Home stipend
• Virtual Happy Hours & events
• Weekly All-Hands meetings giving regular access to leadership
• Several team interest groups including: Diversity, Inclusion, & You committee, Culture Club, and mPulse Mobilize
• Laptop fitness station in LA Office 
• Ping pong conference table and Foosball 
• Free snacks and drinks 
• mPulse Mobile is the award recipient of Inc. Magazine's "Best in Business - 2021" and BuiltIn's "Remote First Best Places to Work - 2022"ResponsibilitiesDuties and Responsibilities: Client management role focused on client program management, project management and overall client satisfaction and retention. This position develops deep relationships within client organization that lead to increased adoption, utilization, and revenue opportunities. Gain extensive knowledge of client strategy, operational goals, internal stakeholders, decision making processes, business needs, and other internal factors that provide opportunity for product adoption and revenue growth.Responsible for identifying, develop, documenting, and implementing new client use cases with ROI, Case Studies, and/or client testimonials. This role will also be responsible for assisting in creation and maintenance of implementation and growth management tools required to accurately forecast and report on client revenue performance.
  • Serve as day to day contact for clients and communication including oversight and ultimate responsibility for all client implementations and support
  • Responsible for client satisfaction and account retention
  • Project manage and implement newly assigned clients as well as existing business growth
  • Develop scope and requirements for solution design
  • Lead client implementation and training
  • Build and lead client UAT
  • Monitor and report on program
  • Leverage comprehensive understanding of company products and services to provide relevant adoption and recommendations for client solutions with ROI
  • Build strong cross-functional relationships within client accounts
  • Assist Strategic Account Director and client in identifying, planning, and achieving short & long term strategic goals
  • Identify new business expansion and adoption opportunities
  • Create SOWs as needed
  • Manage internal resources efficiently to achieve client and company goals
  • Interface with mPulse teams to drive innovation and collaboration
  • Gather and submit client requirements to design customer product solutions
  • Confirm programs meet regulatory requirements (HIPAA. TCPA, etc.)
  • Identify and secure case study, outcomes, and referral opportunities from clients
  • Lead on identifying, escalating, and resolving all client issues utilizing issues log
  • Serve as Customer Advocate within mPulse (product, billing, etc.)
  • Responsible for overall customer satisfaction
  • Manage client governance with regularly scheduled client meetings
  • Ensure client report delivery
  • Demo and train existing clients on mPulse products
  • Understand and share industry trends, competitors, compliance
  • Consult on product innovation and improvements
  • Lead quarterly business reviews with clients with Strategic Account Director
  • Up to 30% travelSkills, Abilities, and Experience
    • 5+ years healthcare industry experience
    • Demonstrated success in client relationship planning, management, and strategy
    • Experience working with healthcare related technologies, data, and software(s)
    • Prior experience in cross-functional roles and team collaboration
    • Experience in mobile technologies (SMS, email, App, Push Notifications)
    • Strong analytical and problem solving skills
    • Expertise in leading client adoption, measurement, and achievement of ROI
    • Experience in complex project management
    • Excellent organizational skills, ability to multi-task, and self-motivating
    • Technical aptitude with ability to adapt, learn quickly, and teach others
    • Proficient use of MS Office Suite, Salesforce.com, project management tools, JIRA, etc.
    • Excellent communication skills and highly collaborativeRequirementsUS Citizen or Authorized to work in the US without sponsorshipProficient use of MS Office SuiteExperience with complex project managementSelf-Motivated and the ability to multi-taskMinimum Bachelor's Degree in related field or equivalentKnowledge in: Microsoft Office
      
      Equal Opportunity EmployerEqual Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
      
      Requisition #cl2qmxn472stl0ipask3ppf8o

Keywords: mPulse Mobile, East Lansing , Sr. Customer Success Manager - Virtual/Remote, Executive , East Lansing, Michigan