About the position
Paytient is looking for a talented Lead Manager of Account Management to join our growing team. The Lead Manager of Account Management plays a pivotal role in driving client success and fostering a high-performing account management team. Reporting into our Director of Account Management, this individual will lead and mentor a team of entry and mid-level Account Managers, ensuring exceptional client service, strategic account growth, and achievement of revenue targets. Additionally, they will directly manage a portfolio of key clients, serving as a trusted advisor and driving strategic initiatives. We’re looking for a self-starter who is organized, detail-oriented, and loves building partnerships – both internally and externally.
Responsibilities
- Provide leadership, coaching, and mentorship to a team of entry and mid-level Account Managers.
- Conduct regular performance reviews, identify training and development needs, and foster a culture of continuous improvement.
- Align team members with their goals and objectives, monitor progress, and ensure alignment with company strategy.
- Facilitate team meetings, share best practices, and promote collaboration.
- Assist in recruiting, onboarding, and training new Account Management team members.
- Manage a portfolio of approximately 5 key client accounts, serving as the primary point of contact and trusted advisor.
- Develop and maintain strong, long-term relationships with clients, understanding their business objectives and challenges.
- Proactively identify opportunities for account growth and expansion, and develop strategic account plans.
- Ensure timely and effective communication with clients, addressing their needs and resolving issues promptly.
- Conduct regular client meetings and presentations, delivering insightful reports and recommendations.
- Monitor client satisfaction and implement strategies to enhance the client experience.
- Identify and pursue upselling and cross-selling opportunities within existing client accounts.
- Collaborate with internal teams (e.g., sales, marketing, product) to develop and implement strategic initiatives that drive client growth.
- Analyze client data and performance metrics to identify trends and insights, and develop data-driven recommendations.
- Track and report on key account metrics, including revenue, retention, and client satisfaction.
- Ensure adherence to established account management processes and best practices.
- Utilize CRM and other relevant tools to manage client information and track account activity.
- Contribute to the development and improvement of account management processes and tools.
- Assist in the preparation of client proposals, contracts, and other relevant documentation.
Requirements
- 5+ years of experience in account management, with a proven track record of success.
- 2-3+ years of experience leading and managing a team.
- Strong understanding of account management principles and best practices.
- Excellent communication, interpersonal, and presentation skills.
- Proven ability to build and maintain strong client relationships.
- Strong analytical and problem-solving skills.
- Proficiency in HubSpot and Looker.
Benefits
- Medical, dental and vision insurance
- $4,300 annual HSA contribution
- Paytient Health Payment Account (HPA)
- Monthly lifestyle spending stipend
- 33 days of annual PTO
- 401k plan access with a 4% employer match
- Up to 16 weeks of fully-paid parental leave
- Stock options in Paytient
