Mgr, Customer Success

About Accolade

Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

At Accolade, the Mgr, Customer Success is responsible for working in a high priority, fast paced, data driven culture to solve hard problems and find solutions that accelerate the business. You will gain a front-row seat to the most meaty challenges the company is tackling. This position will use statistical analysis to identify patterns to help get people the resources and data they need to make decisions. You will build automated reports that measure the performance of our business and products to ensure we are delivering against our promise improve the health of every member.

A day in the life…

• Build and own day-to-day customer relationships to proactively manage service delivery expectations with customer, consultant and other key customer partners.
• Manage and own the customer portfolio revenue retention and growth. Responsible for, overall customer performance, including the delivery of customer revenues both fixed and variable, using influence and action to drive results. Drive for 100% customer retention.
• Partner with the Director to develop the strategy and execution of renewals as well as product and membership expansions.
• In conjunction with the Director, develop an Annual Customer Strategic Account Plan and successfully execute for each assigned customer.
• Ensure key stakeholders across our organization have accountability for, and visibility into, Accolade’s results against key metrics and priorities; ensure they have a solid understanding of overall ROI.
• Lead internal cross-functional initiatives and external customer activities that result in improved service delivery and member outcomes.
• Manage and lead customer reporting delivery including execution of semi-annual strategic account management meeting.
• Partner closely with Customer Implementation and Product organizations on new customer onboarding, service/product changes with existing customers and point solution offerings and implementation.
• Partner with and influence Operations to address areas of opportunity, drive process innovation and improvement in order to meet/exceed customer objectives and maintain contract adherence.
• Collaborate with health plans and vendor partners to work effectively with Accolade to deliver service for customers.
• Proactively analyze results and or service delivery issues and assist in identifying and supporting where feasible, the appropriate solution.
• Lead cross-functional teams when managing customer issues. Manage all customer issues and or activities to completion across the organization (Product, BI/Reporting, Operational Meetings, Member Engagement, Clinical, Marketing, etc.).
• Facilitate customer education regarding Accolade product updates and changes, and lead onsite visits, content, and cross-functional participation.
• Deliver customer reports on time with suggestions or insights on trends, opportunities, and value being created
• Plan and execute customer operational status meetings (including agenda development, cross-functional facilitation, and meeting action item follow-up) that are productive and result in moving open items forward to closure in a timely manner.
• Identify gaps in process and work with the appropriate parties to create new or revise current processes.
• Identify product/service expansion opportunities; introduce appropriate internal partners to drive sales, contracting and implementation activities to drive net new revenue.
• Strive to achieve 100% reference-ability on customer experience.

• What we are looking for…
• Bachelor’s degree in business or related field.
• Minimum of 3-5 years in account management or similar role.
• Demonstrated conflict management and de-escalation skills
• Strong analytical skills, with a focus on translating data points into insights.
• Familiarity with process improvement concepts.
• Excellent communication and influence skills.
• Possess appropriate busines