Account Management Director

Location: Remote, USA

About Soda Health

Soda Health is a healthcare technology company focused on building solutions which eliminate health inequities and create a healthier America. We provide a technology platform to administer benefits personalized to individual needs, delivered more cost-effectively. Our expertise in healthcare, retail and consumer experience provides us with the foundation for creating easy-to-use solutions with an experience which moves beyond transactional relationships to sustained engagement and overall health improvement. That is a win for everyone.

The Job at a Glance

The Account Manager Director is responsible for maintaining Soda Health customer relationships and is accountable for the retention and identification of growth opportunities of existing customers. As the customer's primary point of contact, the Account Manager is characterized by their highly proactive, personable communication style which translates into consistent customer confidence throughout program delivery. The Account Manager Director serves as customer advocate, regularly working internally to develop strategic recommendations and action plans which provide continuous program performance improvement, develop strong advocates of Soda Health and generate additional revenue opportunities. For the customer, these efforts result in both reducing the effort required to manage the vendor relationship and program delivery that achieves business objectives. This role is responsible for packaging and presenting transparent reporting and valuable insights for constant program improvement.

What You'll Do

Working within an organization created at the intersection of healthcare, retail, and financial technology, no two days will look the same. Typical responsibilities of the role include:

Customer Consultation and Relationship Management

Success of the Account Management Director begins during program implementation, engaging new customers during program implementation, establishing personal relationships for successful transition to ongoing account management and expansion.

As the voice of the customer for Soda Health stakeholders following implementation, the Account Manager Director leverages this expertise and overall customer knowledge for continuous improvement in program delivery. Development of timely insights enables the Account Manager Director to effectively present information and follow up on customer questions, inquiries, and requests.

This expertise also enables the Account Manager Director to effectively work behind the scenes within Soda Health to maintain an ecosystem which solicits critical customer feedback to deliver solutions which meet current and emerging customer needs. Creating brand loyalty with customers at multiple organizational levels is key. This role involves close work with a variety of cross-functional teams, including Implementation, Product/Strategy, Marketing, Customer Care, Engineering, Finance and Growth to ensure customer satisfaction remains high.

Program Management

• During implementation, the Account Manager Director becomes familiar with critical program elements including:
  • Program (Benefits and/or Rewards) design
  • Collateral inventory management
  • File specifications and transfer
  • Customer reporting
  • Training and access provisioning
  • Ticketing and issue resolution
  • Program compliance
  • Funding and invoicing
• Serving as the customer's primary point of contact, the Account Manager Director utilizes internal customer management tools (e.g., Salesforce, Jira) for assigned accounts to maintain seamless program operation:
  • Ensure adherence to contracted service level agreements (SLAs)
  • Track, escalate and ensure timely resolution of issues impeding program success
  • Monitor call center utilization vs. forecasted call volumes
  • Track program collateral inventory and manage necessary reorders cross functionally
  • Monitor funding accounts for adjustment based on beneficiary utilization
  • Analyze program operations including service delivery challenges or gaps in program delivery (e.g. training, communication) and work with Customer Success Operations to implement changes and/or improvements when necessary
  • Monitor engagement and make any program change recommendations as appropriate.
  • Provide reporting as it relates to benefits and/or rewards delivery and program completion.
  • Manage contract renewals and any associated renegotiations as necessary
  • Facilitate in-person site visits and ongoing stewardship reporting read-outs
• Prepare and deliver stewardship reports for each customer which provide evidence contractual obligations are being met while communicating any contractual risks appropriately.
• Troubleshoot and resolve issues; work with the Operations Team as appropriate, identifying those which require executive leadership guidance.
• Work with the customer to understand their evolving business goals, member engagement strategy, key levers which improve quality measures, and other customer strategies to meet plan objectives.
  

About You

While every candidate brings a unique resume and prospective, an ideal candidate will include:

• A minimum of 6 years of experience working in strategic account management. Experience working with health plans and/or fintech is a plus. The role will be leveled as Senior Manager or Manager level depending on experience and qualifications.
• Ability to manage multiple customer relationships and deliver against service level agreements with various teams' help; you will drive operational excellence to create Soda Health promoters, while also identifying additional revenue opportunities as appropriate.
• Self-starter mentality that is results-oriented, embraces ambiguity, and thrives in a fast-paced environment; you are well organized and can maintain a sense of urgency as priorities shift.
• Strong and concise communication skills capable of breaking down complex topics to drive decision-making and customer buy-in; you have demonstrated success creating a path to yes in the face of several headwinds.
• Ability to balance a strong attention to detail with quick, strategic thinking.
• Commitment to building a diverse culture that is highly collaborative, strives to set and achieve goals together, and embraces transparency, innovation, and accountability
• Bachelor's degree or equivalent military or work experience preferred.
• Willingness to occasionally travel for customer meetings, team offsites, company events, or other business needs.
• Flexibility to work within a remote-first, distributed workforce. Candidates should be comfortable with a distributed remote team and equipped with reliable internet access and basic home office equipment. Soda Health will provide a work laptop, with a mouse and keyboard available upon request.
• Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future.
• All offers for employment are contingent upon successful completion of a background check.

Other Requirements

• Occasional travel may be required from time to time as part of the role, for company events and business needs.
• Work Environment. Soda Health is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. Soda Health will provide a work laptop, and mouse/keyboard upon request.
• Legal authorization to work in the US is required. At this time, Soda Health will not consider candidates who need sponsorship, now or in the future.
• All offers for employment are contingent upon successful completion of a background check.

What We Offer

• Competitive base salary between $175,950 and $207,000 (depending on experience and qualifications), incentive compensation, and Series A equity.
• Benefits
  • Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers
  • 100% Employer Paid Short-Term & Long-Term Disability
  • 100% Employer Paid Basic Life Insurance Policy
  • Employee Assistance Program (EAP)
  • 401(k) Program
• Unlimited PTO
• Paid holidays
• Parental Leave
• Flexible work schedule within core hours
• Work anywhere in the USA as we are a fully distributed team from coast to coast

Soda Health Inc. is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via

Soda Health participates in E-Verify, the federal program for electronic verification of employment eligibility.

To all recruitment agencies: Soda Health does not accept agency resumes, please do not forward them to any Soda Health employees.