Middle Account Manager

Rivia Health is a seed-stage, entering Series A, B2B SaaS software startup at the intersection of fintech and healthcare tech. We're on a mission to transform the medical billing experience by merging the worlds of technology and healthcare to solve patient and provider pain points and bring ease and efficiency to healthcare payments.  

Our mobile-first technology suite helps healthcare provider organizations increase overall patient payments, speed up cash flow, lower operating costs, and improve the patient experience. We help improve economic outcomes for patients and providers, delivering a 500%-2,000% return on investment for provider groups, making safe financing options available, and preventing patients from being sent to collections.  

Who We Are Looking For

• We are looking for an Account Manager to manage client relationships and help to identify ways we can add more value to customers and increase their return-on-investment over time. This role has a consultative sales component as you will be helping to expand our business with the customer.
• To be successful in this role, you should have a passion for service and sales and be an excellent communicator who is able to earn our clients’ trust. You should also be a creative problem solver and be able identify areas where we can optimize product adoption and performance to better serve customers.

What you'll do

Account Management 

• Establish and maintain a trusted relationship with client contacts. 

• Act as the “voice of the customer” in internal conversations. 

• Partner with the sales team to ensure customers are set up for success before they even sign a contract. 

• Work as the project manager to ensure smooth new customer implementations. 

• Complete monthly review calls with your assigned customers. 

• Provide monthly performance reports to your customers.

• Partner with the sales team to identify expansion opportunities within the customer base.

• Identify product offerings that may benefit the customer and share the benefit of adopting those additional services.

• Close expansion revenue contracts with existing customers. 

• Help to identify when product adoption or performance is lower than expected and troubleshoot with the customer to improve product performance and ensure we are providing the expected return on investment.

• Lead your customers through the renewal process and identify opportunities to deepen our partnership with the customer.

• Take point on other special projects as needed to foster better relationships with our clients. 

• Acquire testimonials, reviews, case studies, references, and referrals from your customer base.

• As necessary, visit clients, attend trade shows and other industry events to capitalize on networking and relationship-building opportunities with customers.

• Collaborate with product management, client stakeholders and other internal resources to determine the client’s key success metrics and gather reporting data against these on an ongoing basis. 

Customer Service

• Respond to customer queries in a timely and accurate way, via phone, email and Hubspot. 

• Identify customer needs and help customers use specific features. 

• Create tickets for product and development with detailed information about technical issues. Follow up with customers to ensure their technical issues are resolved. 

What You Need

• 3+ years of experience in account management, sales, or other closely related fields with client exposure. 

• Experience in the healthcare revenue cycle management strongly preferred but not required. 

• Exceptional communication, sales, account management, project management, and problem-solving skills. 

• High level of attention to detail, excellent organizational skills, and ability to prioritize demands and meet deadlines. 

• Open to ambiguity and an ever-changing environment. 

• Experience with Hubspot and the Microsoft suite of products are strongly preferred.

• Curiosity. Obsession with understanding customer needs and workflows to identify areas for improvement Rivia Health can impact.

• Strong observation skills and empathy driven communication to read mood and body language of customers and meet them where they are in any given situation.

• Aptitude for planning and preparation to ensure you are ahead of the game when it comes to anticipating customer needs.

• Focus on organization and productivity to ensure you are creating efficiencies for yourself and your customers.

• Ability to motivate and align stakeholders from other departments to make progress. 

• Desire to work independently and be self-directed within a fully remote role.

• Passion for service and sales.

What You'll Get

• Competitive base annual salary compensation package. 

• Variable compensation 

• Unlimited paid vacation and benefits, including Medical, Dental, Vision, Parental Leave, ancillary plans, and 401k. 

• Remote work environment and flexible hours with a friendly and passionate team. 

• A chance to be at the forefront of bringing the empowerment and convenience of automation and mobile technology to the healthcare revenue cycle industry.