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The Account Director manages customer relationships, ensures customer satisfaction, drives revenue growth, and develops strategic account plans. Responsibilities include mentoring, communicating company vision, and monitoring overall customer health.
We’re changing the way people connect to social care.
At Findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.
Findhelp is headquartered in Austin, Texas and has been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010.
As a mission driven organization, we are focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we have helped millions of Seekers find food, health, housing and employment programs.
The Account Director will manage trusted executive customer relationships, maintain and monitor strong customer health and retention, and drive company revenue initiatives, utilizing their background in healthcare or government and leverage those skills. This is a quota-carrying role that will require deep, strategic experience managing large accounts within specific U.S. healthcare verticals, including Payors (Health Plans), PBMs (Pharmacy Benefit Managers), and/or Large Hospitals/Health Systems. This role will own the end-to-end success of large, complex, and strategic accounts, including expanding customer use of & value from the platform through proactive upsells and expansions. This role will require presenting to C-Suite executives, managing account expansion strategy, and applying industry expertise in healthcare, specifically understanding EHR/EMR integration, and social determinants of health (SDOH).
Responsibilities and Duties:
- Drive Technology Integration Strategy: Lead discussions on platform integration points, specifically addressing EHR/EMR (Electronic Health Record/Medical Record) integration and data flow with key client stakeholders.
- Lead Strategic Upsell Planning and Net Revenue Generation: Consistently drive, negotiate, and close contract renewals, major upsells, and product expansions within the assigned portfolio.
- Advance Customer’s Health Outcome Goals: Strategize with customers on how Findhelp’s technology can support customers in achieving their goals, specifically relating to SDOH and care coordination.
- Create Strategic Account Plans: Develop plans to achieve the organizational goals of our customers, clearly articulating how Findhelp’s products and services align with those goals.
- Build and Maintain Quality Executive Relationships: Develop & maintain trusted advisor relationships with executive sponsors, government officials, and/or customer stakeholders within Health Plans and Systems.
- Own Overall Customer Health: Be the accountable party to ensure customer value is delivered on time and with exceptional quality. Regularly monitor customer health, proactively identify risks, and create/manage action plans for risk mitigation.
- Serve as the Main Escalation Point for Customer Leadership: Manage expectations and timelines for both the client and internal personnel.
- Be a Division Leader: Mentor & support Customer Success and Professional Services team members to achieve the account objectives you set within your portfolio.
- Lead Customer-Facing Presentations to share insights, leading practices, and industry trends specific to the healthcare landscape.
- Collaborate with Internal Teams to support internal operations and communication regarding company goals (e.g., Rev Ops, National Accounts Monthly meeting).
Performance Measures:
- Achievement of upsell and net retention revenue goals set for all accounts in portfolio.
- Retention rates and timely renewal of all accounts in portfolio.
- Executive goal setting for all accounts in portfolio.
Qualifications:
- 5+ years of enterprise-level experience in strategic account management, customer success, or relevant industry leadership, such as Healthplan leadership experience, Hospital leadership experience, or EMR/EHR software experience.
- Experience negotiating or evaluating vendor contracts for healthcare entities or managing SaaS contracts with a track record of successful closing.
- Intrinsically motivated, results-oriented, data focused, and ambitious.
- Superior communication, networking, and relationship skills; demonstrated ability to communicate/present effectively at all levels of the organization.
- Possesses an ownership mentality, skilled at problem-solving, decision making, negotiations, and ability to navigate challenging situations in a professional manner.
- Strong interest and knowledge base in Social Determinants of Health (SDOH), organizational innovation, health outcomes and quality, and healthcare trends.
- Ability to travel to conferences, trade shows, and customer locations (15-25%).
- Demonstrated experience working directly with the C-Suite (e.g., CEO, CMO, COO, Plan Presidents).
- BS/BA degree
We value being together:
We believe being together enables stronger relationships, collaboration, and culture.
This position is in office and candidates must be located in Austin, Texas; Madison, Wisconsin; New York, New York; or Denver, Colorado.
Perks at Findhelp
•401k & Stock options
•Free food and onsite gym at our Austin HQ
•Paid parental leave
•Competitive PTO & 9 paid holidays
•Employee only paid Health, Dental, and Vision insurance
•Dog-friendly office in Austin HQ
•24/7 access to telemedicine and counseling
•Book Purchasing Program
We’re building a diverse, inclusive team
You’re welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.
Here are some of the ways we support our staff:
•Culture Committee
•Leadership Development Training
•Paid Volunteering Time
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