2+ years in Customer Success, Account Management, or Implementation roles.
Experience building systems, processes, or customer programs from scratch.
Strong project management and communication skills for managing multiple priorities.
Ability to thrive in fast-moving, ambiguous environments.
Passionate about healthcare innovation and enhancing experiences for patients and providers.
Bonus: Experience in support roles for healthcare providers or with healthcare technology.
Responsibilities
Own customer relationships as the primary point of contact for users.
Drive adoption and measurable outcomes through best practice implementation.
Turn customer feedback into actionable insights by collaborating across teams.
Build scalable systems by designing and refining playbooks and processes.
Establish long-term relationships that encourage retention and advocacy.
Benefits
Join a fast-growing company backed by notable investors.
Opportunity to influence customer success in a pioneering healthcare tech environment.
Work closely with leadership who have a strong track record in tech and healthcare innovation.
Contribute to a mission-focused environment aiming to improve healthcare access for everyone.
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.
