Position Summary

Reporting to the VP of Customer Solutions, the Customer Solutions Manager will focus on delivering impact for a growing book of business. This role includes responsibilities across customer onboarding, account management, and retention/upsells. Our Customer Solutions team works closely with customers to understand their business needs and challenges, and guide them on how to best leverage Accorded's capabilities within their organizations. This role will be highly cross-functional, working alongside Actuarial, Product, and Engineering teams to deliver a world-class customer experience. We offer a competitive compensation package for this position, with a base salary of $95,000 – $120,000 annually. In addition to base pay, this role includes equity participation, allowing you to share in the long-term success of the company.

Key Responsibilities

• Manage all post-sales activity for a growing book of customers via strong relationship building, planning, and execution
• Demonstrate a deep understanding of customer goals and objectives such that you can: become a trusted value-based contracting advisor, develop strategic plans to meet customers' needs, scope and sell new Accorded software and services business, and represent the customer's voice internally to ensure Accorded delivers products and services that meet customers' needs
• Maximize customer satisfaction, return on investment, and engagement across assigned book of business
• Work with Accorded's product and actuarial teams to develop data-driven solutions to customer needs, linking results to customers' key priorities and objectives
• Work with Sales, Product, and Engineering to influence and shape Accorded's product strategy and roadmap, drive operational and process improvements to address emerging customer needs, and prioritize product feedback requests
• Support sales and go-to-market efforts, as needed
• Act as a subject matter expert in the use of Accorded products to drive customer product onboarding, adoption, and engagement, in partnership with Product and Engineering, and inform Accorded's go-to-market strategy

Qualifications

• 4+ years of healthcare provider, payer, and/or life sciences experience, with an understanding of basic healthcare finance concepts (e.g., PMPM, trend)
• Experience in Value Based Care preferred 
• 4+ years of customer-facing healthcare consulting, professional services, or customer Solutions experience (experience with a SaaS company dealing with healthcare utilization data strongly preferred)
• Strong cross functional communication skills
• Strong project management experience 
• Proficiency with data driven story telling 
• Demonstrated flexibility and adaptability, thriving in ambiguous, constantly changing, high-pressure environments, ability to wear many hats 
• Strong organizational skills and attention to detail
• Cross-functional collaboration and negotiation skills