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Strategic Account Manager

Who we are

Retrofit’s vision is to transform lives and workplaces by improving health, happiness and performance. Our mission is to deliver the most personalized weight-management and disease-prevention solutions for obesity and related conditions. Retrofit uses live expert coaches, a smart dashboard for tracking and notifications, interactive classes, social support from an online community and a variety of self-monitoring technologies to deliver engagement, industry-leading outcomes and lasting results.

Who you are

You have a passion for what you do and you like for your work to make a difference. You thrive in a dynamic, fast-paced and team-oriented environment. You’re strategic thinker with exceptional account management and problem-solving skills. You collaborate with multiple stakeholders and teams to introduce and sustain Retrofit solutions for our customers.

The role: In a nutshell

The Strategic Account Manager is the day-to-day success leader for our customers and a true customer advocate. Your primary role is to partner with Retrofit customers and be their trusted advisor. You are committed to execution and will maximize engagement in a post-sale environment. You are dedicated to delighting our customers and ensuring account retention, growth, and referrals.

Key attributes include:

  • Success Leader. Be a strategic advisor responsible for overall customer relationship and ongoing value creation.
  • Execution Focused. You are laser focused on the long-term success of Retrofit and our Customers by effectively communicating, setting realistic expectations and developing goals that are matched to the customer's business needs.
  • Utility Player. Work with other internal resources across multiple disciplines to ensure successful on-boarding of health plan customers - with varying degrees of complexity and implementation timelines.
  • Problem Solver. Work with the customer’s main contacts to develop a communication launch plan and provide customized materials, leveraging templates created by the assigned Engagement Specialist.
  • Self-Motivated. Conduct research on industry-leading employee engagement strategies and develop recommendations for continued improvement.

Key responsibilities

  • Be the day-to-day contact for each assigned customer
  • Develop and maintain long-term relationships with stakeholders at your customers and provide on-going client services support
  • Manage the launch of new programs and partnerships
  • Serve as a customer advocate in driving industry best practices and the evolution of Retrofit’s product to align with our customer’s business goals
  • Provide ongoing feedback related to customer marketing material improvements
  • Lead technical integrations with current wellness program vendor(s)
  • Align data integration strategy and direction with organizational strategy and needs
  • Identify risks to the customer achieving their stated business goals and develop a risk mitigation plan
  • Facilitate annual program review and strategic planning. Prepare and deliver quarterly business reviews
  • Deliver standard reporting requests
  • Create custom reporting requests (in conjunction with the assigned Solution Engineer)
  • Facilitate on-going operational meetings to review performance metrics, client feedback and make program adjustments when required
  • Manage customer invoice delivery and communicate any issues with payment or cancellation.
  • Utilize Salesforce.com and Box to consistently document key customer information, including client key contacts, client vendors, incentive design, integrations, risk status, reference status, customer meetings and phone conversations, etc.
  • Relay account escalations to Retrofit senior leadership
  • Manage legal matters and/or contract negotiations
  • Demonstrate relevant experience and expertise (e.g., healthcare, technology solutions, program integration, incentive design, engagement) to build and sustain trust and credibility with the customer
  • Identify and present our customers with relevant data to support decision-making

What you need

  • Experience building relationships, learning from and communicating with “C” level stakeholders
  • 5+ years of account management experience. Healthcare, health plans or large enterprise customers is preferred.
  • Bachelor’s Degree in a health or healthcare related field
  • Creativity, dedication and a relentless approach when it comes to helping Retrofit customers achieve their goals
  • Excellent interpersonal, verbal and written communication skills
  • Experience in a tech startup type of environment and/or technical knowledge or the willingness to learn a new software platform
  • Experience leading, managing, and executing large complex projects
  • Think strategically and innovate
  • Demonstrated conceptual and analytical thinking
  • Strong project management, account portfolio planning, and prioritization
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