Account Manager (Remote)

About Soda Health

Soda Health is a healthcare technology company focused on building solutions which eliminate health inequities and create a healthier America. We provide a technology platform to administer benefits personalized to individual needs, delivered more cost-effectively. Our expertise in healthcare, retail and consumer experience provides us with the foundation for creating easy-to-use solutions with an experience which moves beyond transactional relationships to sustained engagement and overall health improvement. That is a win for everyone.

The Job at a Glance

The Account Manager is responsible for maintaining ongoing Soda Health customer relationships and is accountable for the retention and identification of growth opportunities of existing customers. As the customer’s primary point of contact, the Account Manager is characterized by their proactive, personable communication style which translates into consistent customer confidence in ongoing program delivery. The Account Manager serves as the customer advocate, regularly working with internal departments to develop strategic recommendations and action plans which improve program performance and reduce the customer effort required to manage the vendor relationship.

What You’ll Do

Ongoing Relationship Management

• Serve as the primary point-of-contact for Soda Health customers from the end of implementation through account renewal. This includes leading recurring client check-in calls, quarterly reporting, and tracking follow-up from meetings and emails
• Maintain a constant pulse on Sponsor satisfaction & anticipate and problem solve customer pain points & risks
• Manage Customer Escalations: Serve as main Soda Health Point of Contact for customers if and when problems arise, either internally or externally

Customer Advocacy

• Represent the customer perspective throughout internal strategy and planning by driving the creation and ongoing evolution of Strategic Account Plans for each Soda Health customer
• Account Expansion: Identify opportunities to expand and deepen customer relationships by suggesting additional features, modules, or services that align with their evolving needs
• Make internal team aware of key product needs that arise overtime
• Constantly consider customer journey and experience. Identify and advocate for opportunities to optimize for customer satisfaction

Customer Experience

• Curate a smooth Sponsor experience through all stages of the customer lifecycle journey, creating brand loyalty with customers at multiple organizational levels
• Stewardship Reporting: Deliver value to customers by providing key data with actionable insights on a regular cadence.
• Monitor Customer Engagement utilizing key internal performance KPIs
• Analyze service delivery and customer experience (e.g. training, communication) and work with Customer Success to implement changes and/or improvements when necessary

About You

While every candidate brings a unique resume and prospective, an ideal candidate will include:

• A minimum of 5 years of experience in a Customer Success, Account Management Operations, or Sales. Experience working with
• healthcare payors is a plus
• Strong organization skills with a demonstrated ability to manage & prioritize escalation queues based on urgency and severity
• Self-starter mentality that is results-oriented, embraces ambiguity, and thrives in a fast-paced environment; you are well organized and can maintain a sense of urgency as priorities shift.
• Strong and concise communication skills capable of breaking down complex topics to drive decision-making and customer buy-in; you have demonstrated success creating a path to yes in the face of several headwinds
• Both professionalism and determination – you build trust internally with teams by listening and communicating effectively

Other Requirements

• Travel may be required from time to time as part of the role, for company events and business needs
• Soda Health is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. Soda Health will provide a work laptop, and mouse/keyboard upon request
• Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future
• All offers for employment are contingent upon successful completion of a background check

What We Offer

Competitive base salary ranging from $120,000 to $134,500 discretionary bonus, and equity; depending on experience/qualifications

Benefits

• Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers
• 100% Employer Paid Short-Term & Long-Term Disability
• 100% Employer Paid Basic Life Insurance Policy
• Employee Assistance Program (EAP)
• 401(k) Program
• Unlimited PTO
• Paid holidays
• Parental Leave
• Flexible work schedule within core hours
• Work anywhere in the USA as we are a fully distributed team from coast to coast