The Entry-Level Associate Account Manager (AAM) will own assigned accounts and will work collaboratively with other Zynx client facing teams to drive a consistent client service strategy for each account.
S/he is responsible for building and maintaining positive relationships with Zynx clients at multiple levels of the organization throughout the client lifecycle. Work will include identifying and interacting with key decision-makers and influencers. Prior experience working with C-suite and/or executive leadership is preferred for this role.
The AAM will utilize a consultative approach to our clients to build trust and confidence ensuring contract renewal and long-term client retention.
In addition to account management responsibilities, the AAM will use these relationships to position and sell Zynx products in conjunction with the Zynx Sales team, as well as add-on services designed to assist the clients initial and ongoing implementations.
The AAM will champion assigned accounts, escalate any client related issues to leadership and develop action plans to return client to normal status.
All work being done over the phone or via GoToMeeting communication.This role will be based in Los Angeles and is a temp-to-hire position.
Develops and manages relationships with client contacts for an assigned group of clients
Potentially utilizes cold call approach for client interactions, depending on current relationship with Zynx
Engages with clients via phone on a regular basis
Practices established routine for reaching multiple clients each week, rotating as necessary to allow for interactions with a large number of assigned clients
Builds trust and confidence through consultative approach
Acts as a subject matter expert to Zynxs portfolio of products, providing client training via GoToMeeting or phone as necessary
Ensures client is maximizing use of Zynx tools and receiving value thereby moving the client toward renewal when the contract expires
Collaborates on and executes the Zynx implementation and services strategy, including coordination across teams
Identify, quantify and assist in sales of new products to existing client base
Identifies, quantifies and sells services to enhance the clients use of Zynx products
Conducts client kickoff meetings to ensure success of client start up activities
Sets up scheduled touch point meetings with clients to identify, discuss and resolve issues
Help clients integrate Zynx products into their workflow and clinical processes, working with appropriate Zynx resources as needed
Introduces clients to the self-service tools and ensures that they are knowledgeable about using them
Serves as an escalation resource for the client to resolve issues, including bug fixes and product enhancements
Provides feedback to the Product Management team for product enhancements and product defect resolution, as received directly from the client and their interactions with our client support tools
Provides feedback to Zynx functional groups for process improvement and achievement of industry best practices
Encourages and provides avenues to collaborate with other clients, particularly using self-service tools
Keeps client records, activity logs and forecast info current/accurate in Salesforce
Helps coalesce best practices on Zynx implementation for dissemination to future implementations
Manage client inquiries and support activities
Ability to work remotely and coordinate team resources
Knowledge of Salesforce or other client documentation systems
Minimal travel required, 10-20% for team meetings/training
1-2 years experience in account management or inside sales
Experience in healthcare or software as service industries highly desired
Experience in analyzing client data/statistics and formulate solutions to issues identified by the data
Experience in working with multiple levels of management, minimally department heads
Experience in working in a medical environment/facility a plus
Clinical background helpful
Ability to establish rapport and credibility over the phone is a must. Must be comfortable with spending a large portion of the day communicating and coordinating next steps with clients over the phone and via email.
Proficiency in making presentations over the phone when required
Self-motivated to dig in to learn about products, technology, customers and competitors
Process oriented with attention to detail
Strong organizational, project management, and follow-up skills
Able to contribute to a team while working with other departments and logically prioritizing various requests and responsibilities