Description

The Better Night Account Manager will work with our customers including Patients, Referring physicians, Health Systems, Physician Groups, Worksite Clinics, Occupational Health organizations and Payors to ensure an exceptional customer experience. The BN Account Manager works under the direction of the Director of Customer Success and partners with other members of the Customer Success team as well as other key stakeholders in our internal departments. (Such as the Product, Marketing and Sales teams). The BN Account Manager Is the subject matter expert on the Betternight dashboard and internal process flow.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Understands the internal Intake/treatment processes and works the dashboards to advise and help the Director of Customer Success to improve process flow
• Maps and tests new processes, makes recommendations for redefining those processes to ensure customer satisfaction
• Trains internal staff on new and existing process flows
• Partners with the Program Manager and other members of the Success team to map and document the process flows
• Has the ability to work with internal and external facing stakeholders
• Solid understanding of Brightree, the BetterNight dashboard and Clarity
• Ensures that our processes drive exceptional customer experience with mechanisms for measuring, improving and reporting on them
• Ensures seamless transition from prospect to customer
• Ensures promises to clients are delivered
• Retains and grows existing customers (maximize LTV, reduce churn)
• Optimizes patient conversion throughout the funnel
• “Fix issues before they happen”
• Understand goals and business model of customers in order to maximize BetterNight product offerings and help customer grow their business
• Work with operations, sales and marketing to develop onboarding practices that ensure alignment with customers and internal teams to drive early success
• Work with sales, marketing and product to define best in class patient experience to drive conversion throughout process and retention over patient’s life
• Provide feedback and insights across all internal stakeholders to inform strategy and future product/service development and opportunities
• Excellent communication skills written and verbally
• Gain insights from customer feedback and shares insights with the Director of Customer Success

Requirements

• Associates degree required, Bachelor’s preferred.
• At least 2 years experiences working with key accounts
• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• Solid experience with CRM software, MS Office (particularly MS Excel), and Google Suite
• Competency in analytical problem solving, customer/partner relationship management
• Must be detail oriented, organized and neat in person and habits. Must be able to work remote efficiently, productively, and professionally.
• Must have strong attention to detail and follow up abilities.
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
• Excellent listening, negotiation and presentation abilities.
• Strong verbal and written communication skills.

BetterNight is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with contractor's legal duty to furnish information. 4I CFR 60-I.35(C).