2-5 years of experience in Customer Success, Account Management, or similar roles.
Proven track record of managing customer accounts and driving product adoption.
Strong analytical skills to use data for problem-solving and solution recommendations.
Ability to communicate effectively with both senior leaders and end-users.
Experience in managing competing priorities and coordinating with cross-functional teams.
Proactive in seeking feedback and improving processes or tools.
Interest or experience in implementing AI tools in organizations.
Responsibilities
Build trust with customer executives and staff throughout their journey with Assort.
Analyze performance data to identify issues and develop actionable improvement plans.
Ensure timely responses to customer inquiries and address concerns proactively.
Educate customers on product results and identify opportunities for upselling.
Enhance knowledge of Assort's products to provide tailored recommendations.
Streamline processes to reduce repetitive tasks and improve efficiency.
Document successful strategies and share insights with team members.
Occasional travel to customer sites for relationship building.
Benefits
Competitive compensation including salary and employee stock options.
Annual budget for professional development and training opportunities.
Office setup stipend for a comfortable and productive workspace.
Comprehensive health coverage including medical, dental, and vision insurance.
Flexible PTO to support work-life balance.
Meals and snacks provided to fuel creativity and productivity.
Fitness stipend to promote wellness through gym memberships.
Commuter benefits to ease transportation costs.
401(k) plan to assist in retirement savings.
Full Job Description
The Role
We're hiring an Agent Strategy Manager to manage healthcare customer relationships from the time they sign a contract through renewal and growth.
You'll learn how each customer works, agree on clear goals, and use data and feedback to understand what's working and what needs to improve. You'll work with Implementation, Sales, Product, and Engineering to solve problems and keep commitments to customers.
You'll own your customer relationships and daily priorities, with support from your manager on more difficult situations. You'll also help improve team processes and share what you learn with colleagues.
What You'll Do
Build trust with executives, operations leaders, and frontline staff, and stay involved as customers launch, use, and grow with Assort.
Review performance data, identify problems, and create practical plans to improve results. Explain the value Assort delivers, such as time saved or better call handling.
Make sure questions and requests receive timely responses. Address concerns early and work with your manager on plans to get struggling accounts back on track.
Help customers understand the results they're getting and where other Assort products could help. Work with Sales to support contract renewals and additional purchases.
Build your knowledge of Assort's products, recommend options that fit customer needs, and give Product and Engineering clear feedback.
Find ways to reduce repetitive work, improve processes, and make useful changes that can benefit several customers.
Document what works, share lessons from your accounts, and guide colleagues on products and tasks you know well.
Travel occasionally to customer sites.
What You Bring
2-5 years of experience working directly with customers in Customer Success, Account Management, Technical Account Management, Implementation, Management Consulting, or a similar role.
Experience managing a group of customer accounts, with examples of helping customers use a product successfully, see its value, renew contracts, and grow their relationship.
You use data to understand problems, recommend solutions, and check whether those solutions worked.
You explain results, recommendations, and next steps in a way that makes sense to both senior leaders and the people using the product.
You manage competing priorities, coordinate with other teams, and keep customers updated.
You ask thoughtful questions, learn new products, and use feedback to improve your work.
You've improved a process, tool, document, or customer program and can explain how it helped.
You can make progress when the answer isn't obvious, take responsibility for your work, and ask for help when needed.
Interest in or experience helping organizations put AI tools to use.
Nice to Haves
Experience at an early-stage startup or a growing software company.
Interest in improving healthcare and the patient experience.
Experience working with healthcare providers or healthcare technology.
Familiarity with electronic health record systems such as Epic, athenahealth, or eClinicalWorks.
Benefits & Perks for Assorties
Competitive Compensation - Including salary and employee stock options so you share in our success.
Lifelong Learning - Annual budget for professional development, plus training opportunities to help you grow.
Office Setup Stipend - We'll outfit your in-office workspace so comfy as it's productive.
Top-Tier Health Coverage - Medical, dental, and vision insurance, because your health comes first.
Flexible PTO - We trust you to take the time you need to recharge and come back ready to crush it.
🥗 Meals & Snacks - Lunch, dinner, and snack breaks that fuel great ideas.
Fitness Stipend - Your wellness matters. We reimburse monthly membership costs to support your health.
🚆 Commuter Benefits - We cover eligible transportation costs to make your trip to work easier.
