National Account Executive

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.

Role overview  

The Sr Mgr, Customer Success is responsible for building strong relationships within Accolade that support process improvement and experimentation, as well as with assigned customers to ensure that the customer’s voice is heard and understood. The Sr Customer Success Manager ensures the customer experience is consistent with our brand and uses their relationships with the customer team to drive experimentation.  This individual is a recognized subject matter expert both inside of Accolade and with customers, consultants and partners.  This individual serves as a trusted resource both internally and externally with extensive knowledge of the customer’s business and Accolade’s operating model; their influence ensure we are productively working together to create a mutually successful partnership.   

A day in the life… 

• Build and own day-to-day relationships with the customer, consultant and other business partner teams, and begin to cultivate more senior level relationships across these organizations. 

• Manage and own the customer portfolio revenue retention and growth. Responsible for customer performance, including the delivery of customer revenues both fixed and variable, using influence and action to drive results. Drive for 100% customer retention. 

• Develop an Annual Customer Strategic Account Plan and successfully execute for each assigned customer.  

• Manage customer reporting process including quarterly strategic partnership meeting coordination/influence and delivery; relay meaningful insights, trends, opportunities and value being created. 

• Partner with and influence Customer Implementation, Operations and Product organizations on new customer onboarding, service/product changes with existing customers and point solution implementations. 

• Participate in contracting discussions and influence internal decisions around deal shape. 

• Leverage deep customer insight and data, partner with Product Marketing team to develop proposals for process enhancement and high value partner programs. 

• Use analytics and influence to drive customer expected performance improvements in operations in order to achieve revenue targets. 

• Build issue resolution plans and orchestrate all steps to provide appropriate solutions for customers. 

• Partner with and influence Operations to address areas of opportunity and implement new processes to meet customer objectives and maintain contract adherence. 

• Coordinate and lead internal cross-functional initiatives and external customer activities that result in improved client and customer experience. 

• Facilitate process for any customer initiated enhancements (new/expanded service delivery) including requirements gathering, scope and pricing, change or