Associate Account Manager

What You’ll Do

Client Relationship Management
○ Develop and maintain strong relationships with key stakeholders at clients, ensuring high customer satisfaction and retention.
○ Serve as the main point of contact for existing accounts, providing exceptional service and support to meet their needs.
○ Regularly engage with clients to understand their evolving business needs and mental health goals.
Internal Collaboration
○ Serve as the main liaison between the Account Management team and the Payor Success team: coordinating cross-team efforts, sharing insights, and driving consistent partner engagement and resolution.
○ Work closely with the Sales, Marketing, and Product teams to ensure alignment on client needs, feedback, and product offerings.
○ Provide valuable feedback to the product and engineering teams on customer preferences, challenges, and opportunities for new features.
○ Collaborate with the Revenue Cycle Management and Finance teams on claims resolution and collection opportunities.
Account Growth & Retention
○ Drive account growth by identifying upsell and cross-sell opportunities for additional services and products.
○ Lead quarterly business reviews (QBRs) with clients to demonstrate value, discuss key metrics, and identify opportunities for expansion.
○ Ensure contract renewals and prevent churn by proactively addressing client concerns and ensuring continued success with Talkspace services.
○ Manage and lead ongoing annual rate increases.
Client Onboarding & Implementation
○ Collaborate with the Implementation and Customer Success teams to ensure seamless onboarding for new clients, helping them launch Talkspace’s services successfully.
○ Monitor client engagement and utilization, providing recommendations for increasing adoption and ensuring a smooth experience.
Reporting & Analytics
○ Maintain detailed records of client interactions, engagement metrics, and progress using CRM software.
○ Monitor account health metrics and proactively address any issues to ensure client satisfaction and continued success.
○ Report on account performance and provide actionable insights to senior leadership.
Performs other related duties as assigned.

About You

1+ years of experience in account management, client success, or sales, with a focus on Payor accounts.
Experience in B2B2C mental health-related industries is highly preferred.
Excellent communication and interpersonal skills with the ability to build trust and rapport with senior-level executives.
Strong project management and organizational skills, with the ability to
manage multiple accounts and projects simultaneously.
Experience with CRM software (Salesforce, HubSpot, etc.) and
data-driven decision-making.
Results-oriented with a passion for delivering value to clients and
driving business growth.
Proactive, self-motivated, and able to work independently in a
fast-paced environment.
Empathetic and customer-focused, with a genuine interest in improving
mental health outcomes for those we serve.