Senior Manager, Customer Engagement
Practice Fusion - San Francisco, CA

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About the job: Practice Fusion is looking for a Senior Manager to lead and develop our Account Management Team. This team is responsible for helping thousands of medical professionals adopt our free EHR system each month through phone, email and live chat assistance. As the Senior Manager, you will be dedicated to leading this team; effectively recruiting, training and motivating independent Account Managers with focus on helping them achieve company, team, and individual goals. You will measure and regularly report on team goals and performance metrics. We’ll look to you to recommend and implement new processes and tools that support our strategic initiatives, and provide the team with guidance and proven sales techniques. Responsibilities:

Lead team of 15+ Account Managers who:
Guide medical professionals from their initial inbound interest in our free EHR all the way through full adoption of Practice Fusion’s system

Manage inbound/outbound phone calls to potential users in order meet user needs, objections and questions

Lead and effectively develop initiatives to support strategic corporate and Customer Engagement department goals and maximize operational efficiency

Lead and manage multiple interdepartmental projects with up to a 6 month timeline

Effectively communicate and collaboratively work with executive team members to deliver on strategic initiatives

Maintain in-depth knowledge of product offering and technology and ensure alignment of Account Manager processes and resources

Continuously identify and resolve both team and user-adoption hurdles to maximize growth and engagement

Maintain current team processes and innovate to maximize user conversion rate

Track and monitor daily performance and activity metrics and take swift action to realign when needed

Assist with planning and leading of weekly team meeting to provide updates, alignment, and motivation

Deliver on-going skills based coaching to support and drive individual Account Manager performance

Provide career-pathing and development to individual Account Managers

Perform interviews on all prospective team members and help ensure headcount objectives are met

Continuously enhance and align new hire and ongoing training programs

Develop and maintain a team-focused culture focused on performance, professionalism and delivery of phenomenal customer service

Report to the Associate Vice President of Customer Engagement

About you:
You have a minimum of 3-5 year of previous sales management experience

You have excellent leadership and communication skills (mentoring, coaching, motivating)

You have strong decision-making skills and sound independent judgment

You have a history of successfully managing to and meeting quotas

You have successfully led large-scale cross-departmental projects

You have exceptional written and verbal communication skills

You are a motivated, self-starter with an excellent work ethic

You are a SF Bay Area Local

Bonus qualifications:
Netsuite CRM experience

Small enterprise and/or software sales experience

Healthcare sector experience