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Position Summary

As an Account Manager at Wheel, you will play a vital role in nurturing and growing relationships with our existing clients. Your focus will be on ensuring customer satisfaction, maximizing retention, and driving revenue growth through upselling and cross-selling opportunities. You will serve as the primary point of contact for our clients, understanding their business needs, and acting as a trusted advisor in helping them leverage our digital health solutions to achieve their healthcare goals. Offering a consultative, industry-aware approach, you will work with large, complex organizations and guide their planning to optimize their digital health programs and grow their footprint in the digital health space. 

This position is open for candidates in the following locations:

Austin, Texas
Boston, Massachusetts
Chicago, Illinois
New York City, New York
San Francisco Bay Area, California
Seattle, Washington

Job Responsibilities

• Client Relationship Management: Establish strong and long-lasting relationships with our existing clients, serving as their main point of contact and building a deep understanding of their unique needs and objectives.
• Customer Success: Ensure overall customer satisfaction and success by proactively engaging with clients to address any questions, concerns, or issues promptly and effectively.
• Account Growth: Identify opportunities for upselling and cross-selling our digital health products and services to increase account revenue and meet growth targets.
• Account Planning: Develop strategic account plans for key clients, outlining short-term and long-term goals, and collaborate with internal teams to execute on those plans.
• Renewal Management: Lead contract renewals, managing the renewal process, and working closely with clients to ensure timely contract extensions.
• Product Expertise: Develop a deep understanding of our digital health products and their applications to offer valuable insights and solutions to clients.
• Customer Training and Onboarding: Coordinate with our Implementation teams to ensure smooth onboarding for new clients and provide ongoing training and support as needed.
• Customer Feedback: Gather client feedback and insights to relay to the product and development teams, contributing to product improvement and enhancement efforts.
• Sales Collaboration: Collaborate with the sales team to provide input on customer needs and potential expansion opportunities within existing accounts.
• Client Communication: Regularly communicate with clients to provide product updates, industry trends, and other relevant information to foster a positive client experience.

Qualifications

• Proven experience in account management or customer success roles, preferably within the digital health, healthcare, or technology industry.
• 3+ years experience in healthcare, ideally with large or enterprise-level organizations 
• Strong business sense, with the ability to support strategic decisions both internally at Wheel and externally with our customers, with the goal of furthering the reach and impact of our customer’s digital health programs. 
• Excellent interpersonal and communication skills, with the ability to build strong relationships and effectively communicate with clients at all levels of the organization.
• Strong problem-solving skills, with the ability to proactively address client needs and issues.
• Demonstrated ability to meet or exceed account retention and growth targets.
• Customer-focused mindset with a passion for delivering exceptional client experiences.
• Knowledge of the digital health landscape and understanding of healthcare trends and challenges is a plus.
• Familiarity with customer relationship management (CRM) software for managing client interactions and data.
• Self-motivated, proactive, and able to work independently as well as part of a team.
• Strong organizational skills with the ability to manage multiple client accounts simultaneously.
• Bachelor's degree in Business, Marketing, Healthcare Management, or a related field (or equivalent work experience).