About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.
Please note-we are only considering candidates who have prior account management or customer success experience within the healthcare industry at this time. Those who do not meet those qualifications will not be considered.
Role overview
The Senior Manager, Customer Successis responsible for building strong relationships within Accolade that support process improvement and experimentation, as well as with assigned customers to ensure that the customer's voice is heard and understood. The Sr Customer Success Manager ensures the customer experience is consistent with our brand and uses their relationships with the customer team to drive experimentation. This individual is a recognized subject matter expert both inside of Accolade and with customers, consultants and partners. This individual serves as a trusted resource both internally and externally with extensive knowledge of the customer's business and Accolade's operating model; their influence ensure we are productively working together to create a mutually successful partnership.
A day in the life...
- Build and own day-to-day relationships with the customer, consultant and other business partner teams, and begin to cultivate more senior level relationships across these organizations.
- Manage and own the customer portfolio revenue retention and growth. Responsible for customer performance, including the delivery of customer revenues both fixed and variable, using influence and action to drive results. Drive for 100% customer retention.
- Develop an Annual Customer Strategic Account Plan and successfully execute for each assigned customer.
- Manage customer reporting process including quarterly strategic partnership meeting coordination/influence and delivery; relay meaningful insights, trends, opportunities and value being created.
- Partner with and influence Customer Implementation, Operations and Product organizations on new customer onboarding, service/product changes with existing customers and point solution implementations.
- Participate in contracting discussions and influence internal decisions around deal shape.
- Leverage deep customer insight and data, partner with Product Marketing team to develop proposals for process enhancement and high value partner programs.
- Use analytics and influence to drive customer expected performance improvements in operations in order to achieve revenue targets.
- Build issue resolution plans and orchestrate all steps to provide appropriate solutions for customers.
- Partner with and influence Operations to address areas of opportunity and implement new processes to meet customer objectives and maintain contract adherence.
- Coordinate and lead internal cross-functional initiatives and external customer activities that result in improved client and customer experience.
- Facilitate process for any customer initiated enhancements (new/expanded service delivery) including requirements gathering, scope and pricing, change order process, documentation of change and coordinating with internal stakeholders.
- Lead and deliver customer education regarding Accolade product updates and changes.
- Develop and leverage strategic thinking and incorporate Accolade business strategy impact into all decision making activities.
- Partner with Director to build and execute customer strategic plans.
- Take initiative to lead Customer Success projects, and ensure they are effectively completed and communicated while meeting Customer Success defined objectives and timelines.
- Initiate product/service expansion opportunity analysis, presentation and execution.
- Identify gaps in process and work with the appropriate parties to create new or revised processes.
- May have responsibility for leading subordinates within the CP team.
- Strive to achieve 100% reference-ability on customer experience.
- Achieve a customer NPS of 60 or higher across overall customer book.
What we are looking for...
- Bachelor's degree in Business or related field; Master's degree preferred
- Minimum of 7-10 years relevant professional experience; preferably in account management within the healthcare industry.
- Strong analytical skills, with a focus on translating data points into insights.
- Strong process improvement orientation.
- Familiarity with how financials relate to successful account management.
- Excellent communication and influence skills.
- Extensive experience building and managing various types of relationships including: customer/client, consultant, internal peer, and internal leadership.
- Business acumen is deep in order to communicate the intricacies of the Accolade model, influence improvements as needed, and communicate our complexities in digestible bites to our customers.
- Willingness and ability to delve into business problems and do whatever it takes to make us better.
- Exceptional attention to detail and follow-through.
Hiring Range
$118200-$137900
Annual
Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
Benefits
- Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
- HDHP medical plan with generous employer contributions towards an HSA
- 401(k) Retirement Plan with matching employer contributions
- Open Time Off
- Generous Holiday Schedule + 5 floating holidays
- 18 weeks of paid parental leave
- Subsidized commuter benefits programs
- Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
- 1 Volunteer days per year
- Employee Stock Purchase Plan (ESPP) w/ employee discount
We strongly encourage you to be vaccinated against COVID-19.
What is important to us...
Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:
We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.
We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.
We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.
We're boldly and relentlessly reinventing healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.
Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.
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