Summary
Purpose of the Role:
Client management role focused on client program management, project management and overall client satisfaction and retention. This position develops deep relationships within client organization that lead to increased adoption, utilization, and revenue opportunities. Gain extensive knowledge of client strategy, operational goals, internal stakeholders, decision making processes, business needs, and other internal factors that provide opportunity for product adoption and revenue growth.
You will be responsible for identifying, develop, documenting, and implementing new client use cases with ROI, Case Studies, and/or client testimonials. This role will also be responsible for assisting in creation and maintenance of implementation and growth management tools required to accurately forecast and report on client revenue performance.
*Please note, due to the requirements of this position, responses may automatically disqualify you from moving forward in the application process. Please review minimum qualifications thoroughly before applying.
Benefits
Medical insurance
Dental insurance
Vision insurance
Prescription drug coverage
401K
401K with company match
Long term disability leave
Life Insurance
Health Spending Account (HSA)
Flex Spending Account (FSA)
Flexible work schedule
Paid holidays
Paid time off
Bereavement leave
Phone/Internet Stipend
Employee Referral Program
Community service programs
Parking available
Culture
mPulse Mobile is reimagining health engagement to inspire healthier lives and deeper relationships between healthcare organizations and their consumers. Healthcare's leading Conversational AI platform combines with award-winning health education for the streaming age to deliver tailored digital health engagement that educates and activates healthcare consumers. With over a decade of experience, 100+ healthcare customers and more than 300 million conversations annually, mPulse Mobile has the data, the expertise and the solutions to drive healthy behavior change.

• Enjoy Flexible PTO and flexible work hours
• Hybrid, Remote-first working model with quarterly team meetings (travel paid by mPulse)
• Two office locations: Encino, CA and Minneapolis, MN
• mPulse Mobile covers 100% of employee only premiums for selected plans as well as 25% dependent coverage
• Full Vision and Dental - Dental and Vision individual premiums paid by mPulse as well as 25% dependent coverage
• 401K Program with a 4% match
• 3 Weeks Paid Maternity/Paternity Leave
• Wellness and Work from Home stipend
• Virtual Happy Hours & events
• Weekly All-Hands meetings giving regular access to leadership
• Several team interest groups including: Diversity, Inclusion, & You committee, Culture Club, and mPulse Mobilize
• Laptop fitness station in LA Office
• Ping pong conference table and Foosball
• Free snacks and drinks

Responsibilities
Duties and Responsibilities:

• Serve as day-to-day contact for clients and communication including oversight and ultimate responsibility for all client implementations and support
• Responsible for account retention and client satisfaction measured by NPS
• Project manage and implement newly assigned clients as well as existing business growth
• Assist Strategic Account Director and client in identifying, planning, and achieving short- & long-term strategic goals
• Develop scope and requirements for solution design
• Lead client implementation and training
• Build and lead client UAT
• Monitor programs and ensure report delivery to clients
• Lead on identifying, escalating, and resolving all client issues utilizing issues log
• Leverage comprehensive understanding of company products and services to provide relevant adoption and recommendations for client solutions with ROI
• Build strong cross-functional relationships within client accounts
• Identify and secure case study, outcomes, and referral opportunities from clients
• Create SOWs as needed
• Manage internal resources efficiently to achieve client and company goals
• Interface with mPulse teams to drive innovation and collaboration
• Confirm programs meet regulatory requirements (HIPAA, TCPA, etc.)
• Serve as Customer Advocate within mPulse (product, billing, etc.)
• Manage client governance with regularly scheduled client meetings
• Demo and train existing clients on mPulse products
• Understand and share industry trends, competitors, compliance
• Consult on product innovation and improvements
• Lead quarterly business reviews with clients with Strategic Account Director
• Up to 10% travel

Skills, Abilities, and Experience:

• 3+ years healthcare industry experience (preferred)
• Experience managing single site or functional accounts of moderate scale and complexity
• Demonstrated success in client relationship planning, management, and strategy
• Experience working with healthcare related technologies, data, and software(s)
• Prior experience in cross-functional roles and team collaboration
• Experience in mobile technologies (SMS, email, App, Push Notifications)
• Strong analytical and problem-solving skills
• Expertise in leading client adoption, measurement, and achievement of ROI
• Experience in complex project management
• Excellent organizational skills, ability to multi-task, and self-motivating
• Technical aptitude with ability to adapt, learn quickly, and teach others
• Proficient use of MS Office Suite, Salesforce.com, project management tools, JIRA, etc.
• Excellent communication skills and highly collaborative

Minimum Experience:

• Bachelor s degree or 4 years related experience to supplement for education
• 2+ years Account Management experience
• Healthcare or Technology experience
• Implementation or Project Management experience

*Please note, due to the requirements of this position, responses may automatically disqualify you from moving forward in the application process. Please review minimum qualifications thoroughly before applying.
Behavioral Competencies:

• Attention to Detail
• Independent Self-Starter
• Highly Organized
• Critical Thinker
• Problem Solver
• Excellent Communicator
• Ability to Prioritize
• Team Work & Collaboration
• Multi-Tasker with Strong Sense of Urgency

Requirements
Minimum 2+ years Account Management /Account growth experience
Authorized to work in the US without sponsorship
Bachelor s degree or 4 years related experience to supplement for education
Knowledge in: Project Management
Knowledge in: Microsoft PowerPoint
Knowledge in: Strategic Planning
Knowledge in: Business Strategy & Analysis
Knowledge in: Salesforce software
Knowledge in: Microsoft Excel
Equal Opportunity Employer
Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
Requisition #cl34xqx6986p30io2mcv8oy7y