Manager/ Senior Manager, Account Management

San Francisco, CA, United States

Manager/Senior Manager, Account Management

Hazel partners with schools and families to provide physical and mental virtual health care that helps students feel better and return to learning. As telehealth becomes more and more relevant in the lives of children, Hazel is experiencing tremendous company growth. Our innovative response to our nation's call for equitable, affordable, and safe virtual access to healthcare has been recognized by Fast Company as " one of the world's most innovative places to work " in 2023.

Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will…

Make an Impact : Work with a team that is increasing equitable access to quality healthcare experiences for students and their families

Enable Scale : Work with a team that is building and professionalizing a high-growth, high-impact social enterprise

Feel Valued : Work with a team that is being compensated competitively, developed professionally and celebrated frequently for making a meaningful difference

Check us out at Hazel Health Careers.

The Role:

The Manager/ Senior Manager of Account Management will lead, coach, and develop a high-performing team in charge of Account Management. The team will be focused on driving customer satisfaction for K12 partners across 13 states that serve 3 million students. The manager will ensure the successful retention and growth of our K12 partner base. The ideal candidate will possess strong leadership skills, a data-driven and goal-oriented approach to account management principles and revenue targets, and a proven track record of fostering strong client relationships.

Location: Remote

Team Leadership:

Lead, inspire, and manage a team of Account Managers to achieve individual and team goals (this currently consists of 9 direct reports)

Foster a collaborative and high-performance culture within the Account Management Team.

Provide ongoing training and development to enhance team members' skills and knowledge.

Develop and maintain effective communication strategies across the Account Management Team, including but not limited to updating and maintaining the team slack channel, managing weekly team meetings, organizing and facilitating bi-annual team retreats, building and maintaining Account Management playbooks/best practices, as well as a clearinghouse of templates and resources in the Account Management Team shared folder.

Assign incoming accounts to account managers to ensure balanced portfolios and align them to team members' skill sets and growth potential.

Partner Relationship Management:

Support Account Managers in building and maintaining strong, long-lasting relationships with K12 customers.

Serve as the primary point of contact for escalated partner issues and work to resolve them promptly and effectively.

Develop and maintain playbooks for executing effective account management practices across accounts.

Conduct mid-year and EOY "State of the Partnership" Reviews with key accounts to ensure partner satisfaction and identify growth opportunities.

Collaborate with the Sr. Manager of Customer Success Management on school-level engagement strategies to support partner satisfaction and retention.

Strategic Planning and Cross-Collaboration:

Collaborate with Account Managers to develop and implement strategic account management plans to achieve revenue and growth targets and secure year-over-year retention.

Conduct quarterly market reviews to inform internal strategy and growth opportunities.

Collaborate with cross-functional teams including, but not limited to, Customer Success, Marketing & Communications, Product, Analytics, Clinical Ops, and Clinical to align account management strategies with overall business objectives.

Monitor customer feedback and competitor activities to identify opportunities and potential risks.

Performance Metrics and Reporting

Establish and monitor key performance indicators (KPIs) to measure the success of the Account Management Team.

Prepare weekly reports on retention/renewal for senior management.

Collaborate with Analytics and Operations teams to build and maintain effective data reporting & monitoring for partner management.

Lead the Account Management Team to drive revenue targets and goals effectively

Product and Service Knowledge:

Stay informed about our products and services to communicate their value to clients effectively.

Collaborate with Product and Marketing teams to ensure alignment between client needs and the development of new offerings.

Required Technical Skills

You are a seasoned people and function leader; you have established teams, inspired productive team cultures, and built out processes from start to finish

You lead with a customer-first mindset; you get joy working directly with the people most impacted by our products! You enjoy working directly with customers and helping them solve their problems. You are passionate about a customer-centered approach to support and service, and driving district and student outcomes is your passion!

You are tech savvy; you can communicate technical information to users at various levels of tech understanding

You have exceptional written and verbal skills, including strong presentation skills, and can tailor your presentations to influence various stakeholders

You have strong data interpretation skills and can translate data into action

You have experience with Salesforce and Gainsight

You have prior experience in a sales and/or account management role

You have experience with K-12 education, including a deep understanding of the hierarchy within a school district

Experience acting as a people manager successfully driving cross-functional projects within a hypergrowth environment

Required Non-Technical Skills

Kind, compassionate, empathetic, with high levels of emotional intelligence

Self-motivated and organized; You are innovative and work with urgency. You thrive in environments where you have the autonomy to create, and you understand the importance of a cohesive approach

Effectively manage time and resources to prioritize tasks and projects, ensuring that team goals are achieved

You love solving problems! You have a curious mindset and find ways to simplify challenges and make them easier to tackle

Ability to build rapport and mature relationships

Skilled at providing constructive feedback, guidance, and mentorship to help team members grow and excel in their roles

Active listener who can listen attentively to team members, understand their perspectives and address concerns or questions, while also welcoming feedback and handling objections

Communicates clearly and empathetically; ensures team members understand expectations, goals, and feedback.

Political savvy, understands when to escalate and how to handle politically sensitive information

You have the ability to identify, address, and resolve conflicts within the team, promoting a collaborative and harmonious work environment

You understand, appreciate, and promote diversity within the team, creating an inclusive and equitable workplace

You are able to travel up to 20% of the time

Total compensation for this role is market competitive, with a base salary range of $110,000 to $160,000, a management bonus, a 401k match, healthcare coverage, paid time off, and a broad range of other benefits and perks. Peruse our benefits at Hazel Health Benefits.

Our Hiring Process:

At Hazel, we value your time and aim to run a hiring process that takes no more than 4 weeks, involving interview activities customized for each role and requisite skill set. We understand that interviewing for a new job can be a big change, and the Hazel Recruitment Team is excited to guide you through this process.

We believe talent is everywhere, and so is opportunity. While we have physical offices in San Francisco and Dallas, we have embraced working remotely throughout the United States. While some roles may require proximity to our San Francisco or Dallas offices, remote roles can sit in any of the following states: AZ, CA, CO, DC, DE, FL, GA, HI, IL, ME, MD, MA, MI, MO, NE, NV, NJ, NM, NY, NC, OR, PA, SC, TN, TX, VT, VA, WA and WI. Please only apply if you live and work full-time in one of the states listed above or plan to relocate to one of these states before starting your employment with Hazel. State locations and specifics are subject to change as our hiring requirements shift.

We are committed to creating a diverse, inclusive, and equitable workplace. Hazel Health values the minds, experiences, and perspectives of people from all walks of life. We are proud to value diversity and be an equal-opportunity employer. Qualified candidates with arrest and conviction records will be considered for employment in accordance with the Fair Hiring laws. Learn more about working with us at Hazel Health Life.

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