Senior Manager, Accounts Management (Remote)
Description
Thrive Health is on an important mission: to make healthcare work better for everyone. We’re creating digital healthcare technology that enables more efficient, engaging care for patients, and empowers providers with the tools they need to do great work.
- Thrive Health offers a digital care coordination platform that allows you to easily and rapidly create and unify care journeys for patients, their families, and healthcare providers to improve clinical outcomes.
- The platform is designed to connect journeys, people, and data across the whole continuum of health.
- Thrive Health enables a patient's health story to follow them as they navigate care through the health system. The platform centralizes the information for the patient and also provides valuable health insights.
What does this technology look like? Here’s a sneak peak:
- A first-of-its-kind interactive patient engagement tool for breast cancer survivors
- A surgical optimization care journey that enhances patients’ experiences as they prepare for surgery
- A mental health and wellness journey that guides patients in self-care
- A clinical waitlist intervention tool that helps chronic pain patients get appointments with providers sooner
When you become a Thriver, you are joining a passionate team of people who are committed to creating a more equitable, accessible healthcare system. Each day, we live by our five core values - be bold, be innovative, be transparent, be inclusive, be humble - and take incremental steps to achieve this mission. We’re looking for our next great Thriver, and the unique perspective you bring to make us a stronger, more diverse organization.
The Opportunity
Hi, I’m Tyson; VP, Business Development at Thrive Health. We’re looking for a Senior Manager, Accounts Management who will ensure the effective execution of account strategies and fosters strong, long-term partnerships in the healthcare sector. The Senior Manager, Accounts Management responsibilities include maintaining a thorough knowledge of Thrive’s business and offerings, developing and implementing strategic plans to grow accounts, managing and strengthening customer relationships, identifying new business opportunities, and coordinating with internal teams to deliver on client expectations.
What Your Day-to-Day Will Look Like:
Customer Relationship Management
- Build and maintain strong, sticky customer relationships with key healthcare accounts such as hospitals, health systems, and clinics;
- Act as the primary point of contact for key accounts, addressing customer needs, proactively resolving issues, and ensuring overall satisfaction;
- Ensure high levels of customer satisfaction through proactive communication and service;
- Serve as the liaison between customers and internal teams, ensuring strong communication, trust, and issue resolution;
Account Growth and Strategy
- Develop strategic account plans to identify opportunities for growth and expansion across the account;
- Drive revenue growth by identifying new business opportunities within existing accounts;
- Develop a deep understanding of the customer's key priorities, challenges, opportunities and notable stakeholders;
- Stay informed on healthcare trends, regulations, and digital innovations to provide relevant insights for customers;
Customer Retention and Renewals
- Develop and execute customer retention strategies, including contract renewals and negotiations;
- Monitor customer adoption and satisfaction and implement initiatives to ensure strong adoption of our platform;
- Ensure that contractual agreements are met and that the team is consistently delivering on customer expectations;
Operational Excellence
- Oversee day-to-day operations of the account management team, ensuring efficiency, consistency, and quality of the team;
- Monitor and analyze key performance metrics for both customer satisfaction and team performance;
- Act as the Salesforce business expert and lead the adoption and best practices across the Commercial team to enhance efficiency and alignment with business priorities;
- Work closely with internal teams such as Sales, Marketing, and Product to ensure seamless service delivery and customer satisfaction;
- Be the voice of the customer (VOC) champion, gathering and sharing insights, challenges and opportunities with the product and leadership teams to help continuously improve our platform and customer experience;
People Leadership
- Lead and mentor the Accounts Management team and be a key player in their growth and development;
- Set performance objectives, account targets, and goals;
- Facilitate regular one-on-one meetings with all direct reports;
- Conduct bi-annual performance reviews;
- Attend and contribute to ad hoc Leadership meetings, reporting on Accounts Management metrics;
- Serve as hiring manager for any positions within your department and facilitate employee onboarding;
- Establish norms for in-person/hybrid working;
- Provide leadership of the Accounts Management team to foster an environment that is supportive of diversity, equity, and inclusion;
The Skills You Bring:
- 5+ years of experience in account management, client services, or sales, with at least 3 years in a leadership role within the digital health or healthcare technology sector;
- Proven experience managing and growing key accounts, with a track record of meeting or exceeding targets;
- Extensive experience with Salesforce and best practices around Account Management;
- Strong leadership skills with the ability to manage and motivate a team;
- Strong understanding of the healthcare landscape and navigating the healthcare system and customer relationships;
- Excellent communication, negotiation, influencing, and relationship-building skills;
- Ability to work strategically and collaboratively across departments;
- Experience in contract negotiation and customer retention strategies;
- Analytical mindset with the ability to leverage data to drive decisions and action;
We prioritize supporting your health and well-being. From day one at Thrive Health, these benefits are yours:
- Flexible working hours - outside of core hours, you have the freedom to set your schedule
- Extended health & wellness benefits - comprehensive health and dental coverage, and $1000 / year towards your well-being
- Celebrations, on your terms - re-allocate our company-wide break at the end of December to cultural holidays that matter to you
- Learn, grow, and invest in your future - $1000 / year towards your continuing education, RRSP matching, and eligibility to participate in our stock options program
- Community involvement - Paid volunteer days and charitable donation matching
- Creating your dream workspace - $500 / year to equip your home office with everything you need
Thrive Health is a remote-first company. We believe in letting you do your job, how and where works best for you.
Salary Information: The base salary range for this role is determined by a number of factors, including but not limited to job-related skills, experience, and relevant education or training. The base salary range for this role is $110,000 - 120,000/year.
Even if you don’t think you tick every single box above, we still encourage you to apply! Research has shown that many professionals - especially women and marginalized peoples - will only apply if they feel 100% qualified for a role. We’re looking for our next great Thriver, and we don’t measure Thrivers by how many boxes they tick.
Thrive Health committed to supporting an environment free from systemic or direct racism or discrimination for all employees, and for applicants throughout the interview process. We do not and shall not discriminate on the basis of race, ethnicity, gender, gender expression, religion, sexual orientation, or marital status. We welcome applications from people with disabilities, who require unique accommodations throughout the recruitment process. Let us know how we can best support you as you get to know our team.