MCG Health

Account Manager

MCG Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $65,000 - $91,000 per year

About the role

  • Establish and maintain ongoing relationships with an assigned list of MCG customers.
  • Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements.
  • Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes
  • Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders.
  • Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem.
  • Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner.
  • Perform periodic outreach, manage inbound calls and respond to customer requests promptly.
  • Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc.
  • Support MCG Finance team, assisting with basis verification, invoice follow-up etc.
  • Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points.
  • Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals.
  • Document all client communication in CRM (i.e., Gainsight, Salesforce).
  • Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement.
  • Participate in special initiatives as required to address organizational data needs or solution promotion.
  • Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches.
  • Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders.

Requirements

  • BA/BS degree
  • Able to assess client needs, prioritize work and engage other resources as needed
  • Experience in healthcare and/or software/technology service industries
  • Experience with CRM solutions, especially Gainsight and Salesforce
  • Experience in Account Management, Customer Service or other market-facing roles with proven results.
  • Demonstrated ability to build relationships and resolve customer issues with quality in mind.
  • Collaborative orientation with focus on customer outcomes and customer value.
Benefits
  • 💻 Remote work
  • ✈️ Occasional travel expected for company-sponsored events
  • 🩺 Medical, dental, vision, life, and disability insurance
  • 📈 401K retirement plan; flexible spending and health savings account
  • 🏝️ 15 days of paid time off + additional front-loaded personal days
  • 🏖️ 14 company-recognized holidays + paid volunteer days
  • 👶 up to 8 weeks of paid parental leave + 10 weeks of paid bonding leave
  • 🌈 LGBTQ+ Health Services
  • 🐶 Pet insurance
  • 📣 Check out more of our benefits here: https://www.mcg.com/about/careers/benefits/
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM solutionsGainsightSalesforcecustomer outcomes planningproblem-solvingbusiness reviewsinvoice follow-upcustomer issue resolutiondata management
Soft Skills
relationship buildingcollaborationcustomer servicecommunicationprioritizationstrategic thinkingcreativityadaptabilitycustomer focus
Certifications
BA/BS degree