Senior Account Manager

About Motivo:

Motivo Health is helping solve the nation’s behavioral health crisis by supporting therapists through the licensure process. Similar to doctors going through residency, therapists must complete two years of supervised experience following graduate school. Historically, these hours had to be completed in person, but the rise of digital health now allows supervision to occur virtually in most states. Motivo partners with over 170 community mental health organizations, treatment centers, digital health companies, and health plans to provide virtual access to quality, vetted clinical supervisors across all 50 states. Learn more in this video.

As a company, we are committed to our team's personal and professional growth. We believe in giving employees autonomy while holding a high standard of personal responsibility. We look for individuals who are kind, humble, empathic, and coachable. The right candidate will be entrepreneurial - a self-starter who is drawn to opportunities, innovation, and new value creation.

Who we want:

Motivo is seeking a talented, highly-motivated Account Manager (or Senior Account Manager commensurate with experience) to partner with assigned customers to drive growth and retention. You are the face of Motivo to our customers, managing both high level executive relationships and our day to day partners. You are responsible for ensuring we deliver exceptional service and are expanding our footprint with the employer where possible. You are comfortable with growth targets and KPIs surrounding your accounts and monitor closely against them. You have natural curiosity and a sense of responsibility to identify and solve problems that come your way.

We want someone who can be both highly detail oriented and not afraid to get into the weeds daily, but also can take a step back and think strategically. This role combines customer success and account management, and we are looking for someone who thrives doing both. You will be a leader in the organization and should be comfortable partnering cross functionally to help enhance our product and processes.

We also want a team of people who have an interest in the mental health industry and are driven by the opportunity to expand access to mental health care by creating more efficiency in the therapist licensure process.

We are a fully remote team, so you are welcome to live and work wherever you choose, however we are prioritizing individuals on the east coast for this role given that many of the accounts will be on the east coast. Our only requirement is that you are able to maintain at least a 3-4 hour overlap with the US-Eastern time zone on most days. This overlap is primarily required for a limited number of meetings and ad hoc discussions you’ll have with stakeholders

How we’ll support your growth:

Beyond an annual stipend to support your personal and professional development, Motivo is committed to creating a strong culture of mentorship for our team. You’ll have dedicated time with your manager to discuss your career goals to ensure that, as much as possible, we’re investing in your long-term growth, both at Motivo and beyond.

Your responsibilities will include:

• Provide oversight of ~30-60 “growth” accounts – these accounts are accounts that all have the potential to grow to >$5,000-$10,000+ in revenue per month
• Conduct day to day account management activities for assigned book of accounts, including:
• Conducting employer kickoff calls – schedule call with employer to get them setup on the platform and ensuring you’ve addressed all questions
• Matching supervisors to supervisees - assist customer, as necessary, in selecting supervisors on our platform to meet their needs
• Issue triaging - Serve as point of contact for any issues and escalations and triage internally
• Account check ins - schedule regular account check-ins per the needs of your client
• Manage your accounts against a growth plan and KPIs; report out to leadership regularly on progress, risks and issues
• Develop contacts and relationships across your key accounts to support our “stickiness”
• Identify and execute on strategies to grow your accounts, including when to include additional leadership in key discussions
• Proactively monitor the health of your accounts through premade Metabase reports, our platform, and Hubspot
• Identifying changes to supervisee count / revenue and identify the root cause for changes
• Maintain updates about your accounts in our platform and Hubspot
• Identify and raise to leadership opportunities for efficiencies and scalability across Account Management operations
• Partner across the organization to represent your accounts and the Account Management team in company wide initiatives such as product roadmap development
• In a startup, people may wear many different hats, so being able to adapt to challenges and find solutions quickly can be important

Qualities and qualifications:

• 5+ years of experience in account management or customer success, preferably in the healthcare field
• Proven track record of retaining and growing customer relationships
• Obsessed with customer satisfaction and going above and beyond to make your customer happy
• Ability to take the 1,000 foot view when necessary but also thrives in the details
• Skillful at cross functional stakeholder management and working as part of a high functioning team
• Impeccable attention to detail and strong written and verbal communication
• Data driven and results oriented
• Strategic, entrepreneurial mindset
• Bachelors or Masters degree in Business Administration, Psychology, Communications or another related field

Compensation and benefits:

• Competitive salary with equity options
• Medical, vision, and dental benefits
• 401k with matching contribution
• Monthly self-care stipend
• Unlimited PTO, with approval
• Bereavement leave
• Paternity/maternity leave
• Menstrual leave
• Pet insurance
• A culture that emphasizes personal and professional growth
• A culture that intentionally creates space for the needs of parents and caregivers
• Fully remote work