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Loyal is hiring a

Customer Success Account Manager, Enterprise Accounts

Loyal is an organization centered on experience and building a platform that allows consumers to make meaningful decisions when it comes to healthcare. We deeply understand providers, locations, services, appointments, business rules, and moreover, we understand patients -- who they are, the preferred method of communication, upcoming appointments, lapsed appointments, outstanding bills, health risks, and more. With this intelligence, our platform fuels highly relevant and personalized experiences across all mediums (website, email, voice…) allowing patients to get healthy, stay healthy, and have a better relationship with the health care provider.

**This is a remote role**

Summary

We are seeking a motivated Customer Success Account Manager to advocate and champion our Digital Front Door products that are transforming patient access to care for our largest customers.

The Customer Success Account Manager is responsible for serving as our customers' advocate and ensuring the success of Loyal's solutions. In this role, the Customer Success Account Manager will be responsible for building deep, lasting partnerships with both our customers and the Loyal team, bridging the gap between the people who use our products and the people who build them. A successful Customer Success Account Manager will own customer strategy, align Loyal's products to their goals, and ensure the measurement of KPIs. Reporting to the VP of Enterprise Account Strategy, the Customer Success Account Manager will be responsible for driving customer engagement in our enterprise platform solutions. Additionally, the individual in this role must demonstrate the ability to think strategically and go beyond customer expectations to help meet their goals. 

We’re looking for a curious, human-centered, problem-solver to collaborate, partner, and lead the relationships of our largest customers in healthcare. 

For this role, we prefer that candidates are based out of the following states: AL, FL, GA, IN, MI, NC, TN, TX

You will: 

  • Serve as the primary liaison for our key accounts, building strong, long-term relationships from the C-suite to the key customer stakeholders and sponsors.  
  • Partner with the Sales team to understand the customer’s goals, reasons for partnering with Loyal and expected outcomes of our partnership. Delivers a cohesive strategy to reflect our customer’s key initiatives objectives. 
  • Drive customer satisfaction and value realization by establishing a reporting cadence of KPIs. 
  • Collaborate with Loyal’s Product Analysts to align and deploy products complementing our customer’s strategic plan. 
  • Drive retention, renewal, and expansion opportunities for our customers. 
  • Support the development of the product roadmap based on customer feedback and market research to define / support the product goals and strategies. 
  • Build strong opportunity assessments based on customer feedback to ensure the most valuable and usable product features are built. 
  • Partner with the development team to communicate direction and product priorities. 

You have: 

  • Experience in the healthcare industry.
  • Minimum of 3 years experience in account management focused in healthcare. 
  • Proven track record of maintaining and growing customer relationships
  • Bachelor’s degree in Business, Healthcare, or related field or equivalent work experience required. 

Bonus Points 

  • Experience working within a start-up and/or ambiguous environment, with proven experience to be adaptable preferred. 
  • Experience in AI and machine learning-based software

Pay Transparency

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base salary range for this position is $74,000 - $85,000. Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Interview Process

  • Recruiter Video Screening 
  • Hiring Manager Interview 
  • Peer Interviews

#LI-REMOTE. #LI-ES1

We know that potential candidates are often less likely to apply to a position if they don’t match 100% of the job qualifications.  Don’t let that be why you miss out on this opportunity!  We encourage you to apply if you can demonstrate many of these skills and competencies. 
 
Loyal to our employees
 
We are a remote-friendly company! We encourage you to apply from anywhere in the United States. We also believe in a work/life balance that fulfills you while you’re here and supports you when you’re not. We built our benefits package to prove that we’re committed to you having everything you need (including a little fun).  Here is what we offer full-time employees:
  • Flexible paid time off, sick and personal days
  • At least one holiday per month (sometimes, more!)
  • Full health, dental, and vision insurance - Loyal pays the premium for all employees!
  • One Time Home Office Setup Stipend For Remote & Hybrid Roles
  • Monthly Internet Stipend for Remote & Hybrid Roles
  • Long term & short term disability 
  • 401[k] plan
  • 16 Weeks Paid Parental Leave
  • 2 Volunteer days per year
  • Matching Gift Program
  • Participation Grant Program
  • Annual Travel/Team Events up to twice per year (post-COVID)
Our Commitment

We believe that the key to Loyal's success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.

Loyal is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.

We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Further, consistent with applicable federal and state law, Loyal provides reasonable accommodations when requested by qualified applicants or employees with disabilities, unless doing so would cause an undue hardship. Loyal’s policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If you require a reasonable accommodation in connection with the application process, please contact the Talent Acquisition Department at [email protected].

E-Verify
 
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the I-9 Form.   

COVID-19 Vaccinations

Candidates who will be attending in-person conferences, visiting hospitals, and/or visiting or traveling to a third party location who may have their own specific requirements in place may be required to show proof of being fully vaccinated against COVID-19 before attending. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law. If you require a reasonable accommodation, please contact the People Department at [email protected].

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