Job description
Come for the mission. Stay for the experience.
Let’s keep things simple: we’re a talented, hard-working and compassionate team driving towards a mission that impacts every single one of us - even you!
Healthcare benefits are complex, underutilized and a mystery for most people. That’s why it’s our vision to remove the complexity from being healthy and well. HealthJoy guides employees to affordable, high-quality healthcare by consolidating our clients’ health and wellness strategies into a simple, unified digital experience. This leads to healthier employees and a healthier bottom line.
With over $100M in fundraising to date, HealthJoy has garnered workplace awards for Inc.’s Fastest Growing Startups and Built In Chicago’s Best Places to Work while growing globally to over 400 team members. We’re continuing down the path of high growth and high impact, and this role is a key member of the Customer Success team making that happen.
Your impact.
HealthJoy’s Customer Success Team is leading the charge at HealthJoy to deliver industry-leading outcomes to our customers, with the ultimate goal of driving customer retention and growth.
As an Account Manager, you’ll be part of the key team supporting post-initial sale revenue and retention (NDR, including upsell, and churn) across HealthJoy’s scaled (SMB) business segment.
Partnering closely with the Account Executive(s) in your designated book of business, Account Managers help lead the charge to ensure that HealthJoy’s customers find value in their investment, and ultimately expand their relationship with HealthJoy. You have an exciting opportunity to engage directly with HealthJoy clients and partners, as well as a number of cross-functional teams such as Implementation, Customer Support, Sales, and Product.
This is a unique opportunity for an energetic benefits industry professional to develop and hone their customer relationship management, organizational, and sales skills, within a highly supportive team environment.
Here’s what you could expect in the role.
Account Support and Relationship Management
- Partner closely with up to 2 Account Executives in managing a portfolio of small-business customer accounts, ensuring high engagement and satisfaction.
- Serve as a trusted partner to customers by understanding their business needs, pain points, and goals, and recommending avenues to improve their HealthJoy adoption and return on investment.
- Independently utilize tools including Salesforce, Gainsight, Outreach, and Gong to track and ensure timely follow up from customer interactions and leads.
- Maintain accurate records of customer interactions, contracts, and account health in CRM tools.
Upsell and Expansion
- Independently identify expansion and upsell opportunities by using consultative selling techniques during customer interactions to uncover possible opportunities.
- Develop and support the Account Executive in presenting value-driven upsell proposals to customers.
- In close collaboration with Account Executive, prepare for and follow up on sales and expansion related interactions, supporting our overall efforts to grow the small-business segment.
Customer Success and Risk Mitigation
- Proactively monitor customer health scores within Gainsight and proactively flag potential churn risks to the Account Executive(s).
- Gather and relay customer feedback to internal teams for product and service improvements.
- Identify the need for and lead customer training initiatives and knowledge-sharing efforts to increase product adoption.
- Confidently and independently own key customer activities to support overall growth and retention in HealthJoy’s scaled segment (preparation for strategy reviews, sales and renewal proposals, renewal amendments, etc.);
- In higher-touch engagements with your customers, independently advise your customers on strategies to optimize adoption across their members, drawing upon your extensive knowledge of HealthJoy’s product and services, benefit industry domain knowledge, and best practices.
Your experience.
- Experience working directly as an HR team member, as a benefit consultant, or in wellness / benefits preferred.
- 5+ years of customer-facing account support or related experience demonstrating independence and ownership in your work.
- Demonstrated interest in learning how to manage a sales process.
Extremelywell organized. Goal oriented and self motivated. You like to see results! Willingness to travel approximately 10-15% to support client book of business with the goal of approximately 1 visit per year to your most saturated benefit consultant partners, as well as at a minimum quarterly to Chicago headquarters for internal team meetings, and as needed. Total travel estimated at 15-20%.
Total Rewards
Job Level: 30
Base Compensation Range for Job Level: $80-90k
The cash compensation above includes base salary only. Certain roles are eligible for additional cash incentives such as commission, annual bonus targets, overtime pay or other variable incentives.
HealthJoy maintains a comprehensive strategy to determine rewarding and competitive packages for individual compensation for new hires, internal promotions and internal job changes. This strategy is based on several factors unique to each individual, including: 1) the skills, experience and qualifications of the individual; 2) the responsibilities and demands of the role; 3) analysis of external market data; and 4) company budget and financial performance.
HealthJoy is a remote-first employer. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.
At HealthJoy, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each role and individual.
In addition to cash compensation, HealthJoy offers a rich “Total Rewards” package that includes:
- Medical, Dental and vision insurance packages
- HSA contribution match
- Stock options for eligible roles
- 401k match
- Paid parental leave
- Company sponsored Short Term and Long Term Disability coverage
- Flexible PTO
Commitment to Equal Pay
At HealthJoy, we are committed to creating a diverse and inclusive workplace where everyone has the opportunity to succeed and thrive.
We believe that everyone should be paid based on their qualifications, experience, and the work that they do, and not on their gender, race, or any other personal characteristic. Our compensation practices are essential to fostering a diverse and inclusive culture where we value the contributions of all our employees.
We conduct thorough annual reviews of employee pay and our pay practices to ensure we reward the right behaviors and are providing equal pay for equal work.
Additionally, we assess the external market and internal equity across like roles. As part of our regular review of pay practices, HealthJoy examines employee pay for potential disparities between persons of different genders, races and ethnicities that are not explainable by objective factors such as performance, experience level, credentials, or location, and are committed to correcting any issues and reviewing practices from unintended outcomes.
Commitment to Equal Opportunity
HealthJoy is committed to creating a diverse environment and is proud to be an equal opportunity employer.
All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other basis forbidden under federal, state, or local law.
Don’t meet every single requirement? We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. HealthJoy is dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role and HealthJoy, we encourage you to apply. You may be just the right candidate for this or other roles.
