Account Manager
ShapeUp, Inc. - Providence, RI

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Department: Client Services Location: Providence, RI Type: Full Time
Description

ShapeUp is looking for an experienced account management professional to foster its continued growth. This is an exciting opportunity to manage and support a subset of ShapeUp?s clients. This is a dynamic role in a rapidly growing company, with a great culture and smart dedicated people. The Account Manager position is a full-time position, reporting to the COO initially. The Account Manager will work with other Account Management colleagues in a team atmosphere and will partner with ShapeUp?s Account Executive team to ensure customer relationships are developed, maintained and improved from the point of sale thru implementation and throughout the ongoing client lifecycle. Account Managers will work across ShapeUp?s departments to ensure customer needs are represented accurately and advocated for appropriately.

ShapeUp is an acknowledged leader in the employee wellness industry. The company delivers a SaaS solution to employers which leverage social influence to engage people in healthy activities. Our ideal candidate will bring proven skills and a solid understanding of the Account Management function. This individual will bring a strong desire to build on ShapeUp?s existing Account Management activities as well as foster new ideas for improvement.

This candidate must have excellent written and oral communication skills and exceptional interpersonal skills. This candidate will be both creative and passionate about the pursuit of excellence and will lead by example, working collaboratively across the company to articulate and address customer needs. This candidate will be a self-starter, detailed oriented and will be able to learn quickly. This candidate will bring strong business acumen and effective management skills and an ability to work in an open and team-oriented environment. Finally, this candidate will flourish in a culture that is fun, transparent and team-oriented and strives for excellence and high performance.

Responsibilities

Help implement new clients and provide ongoing client service
Ensure all client requirements and deadlines are met
Interact with ShapeUp clients throughout the implementation and ongoing service delivery
Work across multiple departments to act as the voice of the client within the organization
Manage client expectations and effectively translate specific client requests into underlying business needs and objectives, and in turn championing them within ShapeUp
Work closely with Sales to establish a client specific implementation plan. Review the specifics of each new client?s needs and approach to implementation
Ensuring timely follow-up on deliverables to completion
Complete the documentation of all details and components of the client?s profile and specific needs and maintain this information on an ongoing basis
Disseminate all details to appropriate stakeholders to set up, administer and provide ongoing support for clients
Work with all ShapeUp departments to identify, develop and improve processes for the implementation and administration of clients
Partner with assigned Strategic Account Executive working with each assigned client on ongoing basis through all aspects of service delivery
Partner with assigned Communications Manager to achieve timely and accurate delivery of planned communications materials
Partner with ShapeUp resources across the organization (participant support, product development, finance) to resolve client-specific operations issues to the satisfaction of each client
Interpret client-specific participation and results data and effectively translate insights and implications to client; respond to client requests for custom reports
Generate ongoing presentations, emails and other communications for the client as part of the ongoing relationship
Partner with quality assurance to ensure new software releases meet customer needs
Participate in and/or lead assigned projects to help improve internal operations
Requirements

Education: BA/BS or equivalent experience (business background a plus)
4 or more years of prior account management, or project leadership experience
Prior experience in healthcare, wellness, SAAS software preferred
Ability to set realistic goals, manage expectations and prioritize needs of competing interests (Client, Operations, Technical Engineering, Sales)
Strong written and verbal communication skills
Ability to understand and analyze problems and negotiate to resolution
Demonstrated results orientation and ability to execute on goals
Ability to manage high volume of details within short and inflexible timeframes for deliverables
Ability to travel 10%
Ability to manage fortune 1000 customer relationships
College degree required (business degree a plus)
Excellent interpersonal and presentation skills
Strong computer skills e.g. Word, Powerpoint, Excel, SF.com, Project
A team player willing to work in an open dynamic culture
Ability to summarize important points quickly and effectively
Ability to bring a sense of humor and fun to the workplace

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About this company
ShapeUp is the leading global provider of clinically-proven, social networking-based employee wellness programs that help people exercise...