Account Manager

Kinnser

(Austin, Texas)
Full Time Travel Required
Job Posting Details
About Kinnser
Kinnser Software is the easy-to-use, Web-based software solution for home health agencies. Kinnser's powerful EMR enables every member of your team to increase productivity while reducing costs. Kinnser transforms data into actionable information, both in the office and at the point of care. More than 40,000 users trust Kinnser - the fastest growing, technology innovator in home health.
Summary
This is a dynamic, customer-facing, account relationship and retention role. The Account Manager is responsible for providing a programmatic approach to developing customer relationships—delivering processes and best practices to our customers. This role ensures our customers receive the highest possible return on investment and satisfaction from our suite of products and services.
Responsibilities
Additional responsibilities include identifying, communicating and ensuring key success metrics for agency onboarding, product use, and risk factors. Collecting customer feedback, and then communicating to cross-functional departments to drive product and service changes. Working one on one with customers to review key success metrics, define processes; and special projects that will enhance client satisfaction and reference-able customers. **Position Responsibilities:** * Customer interaction with key stakeholders throughout the full lifecycle from just before the point of sale and continuing throughout the subscription period. * Ability to cross and vertically network within an organization to establish relationships with key decision makers. * Work with cross-functional departments to develop customer programs, materials, processes and best practices to ensure continued utilization, and ongoing customer adoption of Kinnser’s product services and offerings. * Assist in developing and measuring success metrics and ROI. * Provide reporting to Kinnser cross-functional areas and senior management providing detail and summaries of the overall needs, health and key issues of the supported customers. * Provide periodic health checks and business reviews to key customer stakeholders; reviewing metrics and anticipated ROI, highlighting areas of strength, and developing programs and project plans for improvement and/or remediation opportunities. * Identify at-risk customers and work cross-functionally to mitigate customers concerns. * Provide ongoing training around new features and updates to the products and services. * Other duties as assigned. * Manage 65-70 client accounts at a time.
Ideal Candidate
* 3+ years of account management experience, delivered to medium to large businesses, in a SAAS based company. * A bachelor’s degree in a technical, financial, or communications discipline. Exceptional work experience may take the place of a formal degree. * A passion to serve customers with an ability to deliver exceptional customer experiences. * Training and/or public speaking experience – software/technology training experience is strongly preferred. * Excellent verbal and written communication skills. * An ability to think critically and strategically, while considering the needs of both the customer and company. * Strong organizational skills with the ability to handle multiple projects and escalations. * Detail-oriented with strong problem solving and negotiation skills. * Demonstrable proficiency utilizing the Web, MS Office, Salesforce, and/or other CRM tools. * Ability to speak multiple languages at an acceptable business level is a plus. * Home health or Hospice experience a plus. * Previous or Current HIPAA certification is a plus. * Ability to travel at least 25% of the time

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