Account Director
Aunt Bertha
Sales & Business Development
Austin, TX, USA
Posted on Nov 21, 2024
We’re changing the way people connect to social care.
At findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.
Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.
As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.
As an Account Director, you will be managing trusted executive customer relationships, maintaining and monitoring strong customer health and retention, expanding customer use of & value from the platform, and driving company revenue initiatives. We’re looking for an experienced account leader who’s comfortable owning the end-to-end success of large, complex, and strategic accounts. This may mean presenting to C-Suite executives, getting ‘in the weeds’ with Customer Success Managers to support implementation, or managing account expansion strategy - all in the same week! If you’re looking to be an owner and pivotal part of an organization, this is the role for you!
Responsibilities and Duties:
- Lead value planning and revenue generation: Create strategic account plans to achieve the organizational goals of our customers, clearly articulating how Findhelp’s products and services align with those goals. Drive contracts, renewals, upsells, and expansions.
- Build and maintain quality executive relationships: Develop & maintain trusted advisor relationships with executive sponsors, government officials and/or customer stakeholders. Communicate Findhelp’s vision of the future of social care and how technology can support customers in achieving their goals.
- Own overall customer Health: Be the accountable party to ensure customer value is delivered on time, and with exceptional quality. Regularly monitor customer health, proactively identify risks, and create/manage action plans for risk mitigation. Serve as the main escalation point for customer leadership, manage expectations and timelines for both the client and internal personnel
- Be a division leader: Mentor & support customer success and professional services team members to achieve the account objectives you set within your portfolio. Lead customer-facing webinars or User Group Meeting presentations to share insights, leading practices, and industry trends. Collaborate with the Customer Success team to build a thriving department and foster the overall success and adoption of Findhelp and the people we serve.
- Performance Measures: These are the measures that the CS team are accountable for. You will be evaluated on both overall team performance as well as how you are driving these within your own portfolio. Achievement of revenue goals set for all accounts in portfolio. Retention rates and timely renewal of all accounts in portfolio. Executive goal setting for all accounts in portfolio. Develop quarterly personal SMART goals with your manager that drive outcomes the Customer and Community Success Division.
Qualifications:
- BS/BA degree or equivalent
- 8+ years experience in account management, customer success, sales, equivalent public sector work or organization leadership
- 5+ years working with the C-Suite
- Experience with technology and ability to learn new technologies quickly; SaaS experience preferred familiar with SaaS application support requirements
- Health plan, health system, or SaaS sales experience strongly preferred
- Intrinsically motivated, results-oriented, data focused and ambitious
- Superior communication, networking and relationship skills, and demonstrated ability to communicate/present effectively at all levels of the organization
- Possesses an ownership mentality, skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner
- Customer-focused, enthusiastic, positive and service-oriented
- Team player, enjoys working hard, exhibits professionalism, is dedicated to meeting and exceeding expectations
- Ability to travel to conferences, trade shows, and some customer locations
- Interest in social determinants of health, organizational innovation, social enterprise, healthcare, community organizations, governmental groups
We value being together
We believe being together enables stronger relationships, collaboration, and culture.
This position is in office and candidates must be located in Austin, Texas, Madison, Wisconsin, or Denver, Colorado
Perks at findhelp
•401k & stock options
•Free food and onsite gym at our Austin HQ
•Paid parental leave
•Competitive PTO & 10 paid holidays
•Health, dental, and vision insurance
•Pet-friendly office with attached dog park at our Austin HQ
•24/7 access to telemedicine and counseling
•Book Purchasing Program
We’re building a diverse, inclusive team
You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.
Here are some of the ways we support our staff:
•Culture Committee
•Leadership Development Training
•Paid Volunteering Time