Revenue Support Associate (Salesforce)

Headway’s mission is a big one – to build a new mental health care system everyone can access. We’ve built technology that helps people find great therapists with the first software-enabled national network of providers accepting insurance. 

1 in 4 people in the US have a treatable mental health condition, but the majority of providers don’t accept insurance, making therapy too expensive for most people. Headway is building a new mental healthcare system that everyone can access by making it easy for therapists to accept insurance and scale their practice. 

Headway was founded in 2019. Since then, we’ve grown into a diverse, national network of over 34,000 mental healthcare providers across all 50 states who run their practice on our software. We’re a Series D company with over $325m in funding from a16z (Andreessen Horowitz), Accel, GV (formerly Google Ventures), Spark Capital, Thrive Capital, Forerunner Ventures and Health Care Service Corporation.

We want your time here to be the most meaningful experience of your career. Join us, and help change mental healthcare for the better.

About The Role

As Headway grows, so do the volume and complexity of the challenges we face. As a Revenue Support Associate, you will ensure we are the best possible partners to our sales team. Trust will be built on your ability to provide timely responses, take ownership of requests, and become a subject matter expert on the systems and processes being supported.

You will directly own Salesforce cases and ensure SLAs are met. You will be one of two team members who support Salesforce cases and systems access requests. You will work cross-functionally to reduce our monthly contact rate and engage with the senior administrators on enhancements and feature requests. This role reports to the Revenue Operations Systems Senior Manager. You will sit in the systems pillar of the Revenue Operations team and work closely with your peers in the Process and Strategy pillars. You will be essential in supporting requests that are sent from sales associates on the Growth team.

To be successful, you will identify efficiencies or improvements that will reduce the case volume and improve the user experience. Strong written and verbal communication skills are required to support both synchronous and asynchronous updates. While this is an entry level position, increasing your skill-set and integrating into the Revenue Operations Systems team will be important as the Growth team grows and becomes more complex. 

You will: 

• Support a world class sales team by solving Salesforce cases and meeting our monthly SLA (80% of your time).
• Identify key opportunities for efficiencies within our systems.
• Learn systems supported include Salesforce, LeanData, Chili Piper, Gong, Dialpad, among others. 
• Collaborate with cross-functional partners (Enablement, Data, Engineering, Marketing) and RevOps team members to reduce contact rate (20% of time).
• Learn automations, access controls, reporting, and routing logic in various systems used by the Growth team. 

You will love this role if…

• You have 1-2+ years of experience supporting Salesforce or a similar enterprise-level application.
• You have experience supporting stakeholders in a large-scale sales or service organization (50 - 200 users).
• You have experience managing a ticking system with a high-volume and diversity of requests (1,000 / month). 
• You are interested in learning from an experienced team how to support Salesforce and best-in-class sales applications. 
• You are dedicated to expanding your skill-set to manage projects and system changes.  
• You want to learn what world-class growth looks like.
• You like collaborating with teams from technical and non-technical backgrounds and get energy from solving issues.
• You are a self-starter, with the ability to distill complex problems into simple solutions. 
• You work hard, are a team player, and expect the best from yourself and team members.
• You are generally curious and seek to understand the “why” of a request or issue.
• You are resourceful and lean on your past experiences to be successful, even if not directly related. 

Compensation and Benefits:

• Salary information is based on a single salary target per role and is differentiated based on geographic location (Group A, B, or C)
  • Group A: $75,000
  • Group B: $67,500
  • Group C: $60,000
  • Examples of cities located in each Compensation Grouping:
    • Group A = NYC, SF/Bay Area, LA Area, Seattle, Boston, Austin, and San Diego
    • Group B = Chicago, Miami, Denver, Washington DC, Philadelphia, Atlanta, Minneapolis, Nashville, Sacramento, Phoenix, and Port