Customer Account Manager

Salary: $55k - $65k DOE

Job Type: Full-time (remote)

About Us

HybridChart is an innovative medical SaaS company working with medical specialists, EHR companies and billers to improve healthcare and patient outcomes. We're looking for a talented Customer Account Manager to join our dynamic team and help drive our products and processes forward.

Role Overview

We are seeking a proactive, customer-focused and entrepreneurial Customer Account Manager to join our team. In this role, you will be the primary point of contact for new and existing clients, ensuring a seamless onboarding experience, delivering impactful training to medical practice administrators, and practicing medical professionals, and nurturing ongoing account relationships. You will play a key role in driving client success and growth by identifying opportunities to upsell value-add features and onboard new licenses as our partner practices grow and scale.

Key Responsibilities

• Assist with gathering customer requirements, product installation, configuration to customer needs, product training, onboarding, and other go-live tasks
• Present Practice Administrator and Biller training, and basic and advanced Provider mobile app and desktop training sessions via video conferencing
• Answer customer questions regarding product
• Provide end-user support during and after implementation process
• Troubleshoot basic interoperability issues and escalate to Interoperability Project Manager when appropriate
• Understand, prioritize and escalate customer issues when necessary
• Problem-solve with Customer Account Team when issues arise
• Create and maintain positive customer relationships through post-implementation support
• Run regular customer success check-in meetings and present product usage metrics and improvement suggestions
• Identify effective opportunities for cross-selling and upselling based on customer needs and goals, and recommend useful upsells and productivity enhancements
• Identify existing customers who are interested in integrations/ADT feeds, and communicate inquiries to the Interoperability Team
• Identify and communicate expansion opportunities to Sales Team
• Provide feedback to the Development team based on customer product requests
• Create/update training documentation
• Update Trello cards and lists to show status updates for active projects
• Attend customer handoff and weekly team meetings, provide updates, and convey needs
• Actively engage in cross-team collaboration, inviting suggestions and sharing knowledge to contribute to the company’s success as well as peer and individual performance

Requirements

• 3-5 years of experience with software implementations, preferably in healthcare technology
• Prior healthcare industry knowledge
• Ability to present product training sessions via video conferencing
• Ability to answer customer questions regarding product
• Excellent verbal and written communication skills
• Ability to work independently and as a team member
• Ability to understand, prioritize and escalate customer issues when necessary
• Ability to contact customers via phone/email and manage other tasks independently
• Time management and prioritization skills
• Ability to communicate clearly to internal partners on status and recommendations

Benefits

• Competitive salary and equity options
• Comprehensive health, dental, and vision insurance
• Professional development opportunities
• Collaborative and innovative work culture
• Remote working arrangements

We are an equal opportunity employer committed to building a diverse and inclusive workforce. We encourage applications from all qualified candidates regardless of background.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off