Job Description

Do you have 70% of the qualifications we are looking for and are looking to make a difference? Grab a link to your LinkedIn profile and then send us your resume here!

Closing date: October 6, 2023*

*We will actively review applications as they are received - rest assured that all applications will be responded to but only selected candidates will be invited to interview for this role.

What drives you?

• You are motivated by ensuring clients realize the value of the solutions they procure
• You are interested in maintaining and growing long-term partnerships with stakeholders across the healthcare sector
• You take a data-driven approach to client engagement, thinking strategically with a bias towards action
• You have strong attention to detail and can work within existing processes and systems
• You are collaborative by nature, and represent the voice of the customer in internal meetings

What to expect

Reporting to the VP, Business Development, the Account Manager will play a pivotal role in managing a portfolio of small and medium client accounts, focused on growth and retention of this core client base. A true builder, you will have the opportunity to shape the Account Management domain at Verto, acting as the internal voice of the Client and bringing client focus and deep client empathy to life across all functions. With strong communication skills, you will connect with diverse stakeholders including executives, clinicians, and administrators in an effort to enhance client satisfaction and expand business opportunities.

Responsibilities

• Client Engagement to Drive Revenue Growth

• Serve as the key post-sale and implementation point of contact for small and medium accounts at Verto with the goal of long-term partnership and client satisfaction
• Manage and influence key stakeholders, including C-suite Executives, Directors, and Leads to uncover expansion opportunities by providing thought leadership on the impact that Verto\xe2\x80\x99s suite of digital health tools can have on their long term corporate strategy
• Lead core customer engagements on a regular cadence, including mutual account plans, business reviews, and value-led conversations
• Monitor client usage data, go-live dates, health indicators, and translate into strategies for account retention and growth
• Lead canned, basic product demos with existing clients to demonstrate emerging functionality as required
• Small and Medium Account Operations

• Lead drafting of basic contracts for client renewal, expansion or downsell based on existing templates
• Collaborate with VP Business Development and Finance teams to accurately forecast renewal status of assigned accounts on a monthly basis
• Support Finance by liaising with client Finance teams to ensure timely payment for Verto services as required
• Maintain Customer Health Score and other key metrics, reporting and dashboards for client base
• Leverage use of our CRM (Hubspot) to accurately represent upsell, downsell and churn opportunities
• Cross-department Collaboration

• Liaise with Global Support team on a monthly basis to gain insight into customer support requests for assigned accounts, escalating trends and patterns as they emerge
• Funnel client feedback to appropriate teams to improve the end-to-end client experience and address product gaps
• Support churn process in coordination with Product and Support to ensure an efficient offboarding experience for client
• Provides consultation and input to product teams for development and maintenance of ideal customer profiles based on understanding of current customer base
• Support issues resolution and acts as an escalation point to resolve client requests and complaints

Qualifications, knowledge and experience

• Minimum Bachelor\'s Degree in Life Sciences, Health Administration, or a related field
• Preferred Master of Health Informatics degree, MBA or equivalent
• 2-4 years experience in Sales, Customer Success or Customer Delivery, ideally in healthcare or IT sector
• Understanding of the healthcare industry, health IT landscape, physician practice and clinical processes
• Comfortable with CRM and Support technologies and tools (Hubspot, Zendesk etc.)

Relevant skills

• Strong relationship management skills, with the ability to manage client requests and make recommendations that meet the client\xe2\x80\x99s needs to help them excel
• Demonstrated knowledge of empathy in sensitive clinical environments and ability to provide exceptional client experience
• Willingness to travel and meet with clients in-person as required

What\'s in it for you

• Comprehensive healthcare (including prescriptions, vision, and paramedical), dental, and pooled benefits (life, AD&D, critical illness, and LTD)
• 3 weeks vacation per year for all full-time employees at Verto!
• 5 paid personal days per year
• Unlimited sick days per year
• 9 statutory holidays per year
• Parental leave top-up options
• Annual professional development budget of:$2,000/ fiscal year to support continuous learning (e.g. tuition, courses, learning materials, etc.)
• Competitive work from home budget
• Co-working office space at a well-known tech incubator in Downtown Toronto (OneEleven).
• Office Perks: free coffee and tea, access to full kitchen, wellness room, games room, podcast studio, professional development, networking and peer group workshops
• Ad-hoc company sponsored team events and socials
• Ongoing company developed learning programs

Let\'s get to know each other

Verto has a virtual first mindset, and we\xe2\x80\x99re working towards a future that is digital by design. We offer a coworking space that is meant to allow you to be the best version of yourself.

We have 9:30 am daily Stand-Ups to unblock and update, daily team meetings to collaborate and align, bi-weekly 1 on 1\xe2\x80\x99s with your People Leader to goal set, and monthly Townhalls to celebrate and teach. We have dedicated time for company-wide socials (including team board game nights, beach days, soccer-baseball, and e-sports gaming to name a few).

Our passion for innovation fuels our desire to build software that tackles healthcare\xe2\x80\x99s major inefficiencies including chronic care management, virtualized care, and personal patient engagements. But you don\xe2\x80\x99t have to take our word for it - check out the \xe2\x80\x9cKnowledge Center\xe2\x80\x9d on our website, YouTube, LinkedIn, and Twitter. We are an OPEN book, read away and ask us questions!

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