Account Manager

(Posted 6/7/2016) Wellframe, Boston, MA

Company:  Wellframe
Position Title:  Account Manager
Location: Boston, MA

Company Description:
Wellframe is a Boston-based health technology company that partners with leading health plans, providers, and other health care stakeholders to transform care management and patient engagement. Our mobile platform enables our partners to optimally leverage their existing clinical resources to give more of their patients ongoing guidance and support when and where they need it. Wellframe supports patients toward improved experience, care plan adherence, and health outcomes while simultaneously reducing medical spend and increased value-based revenue for our partners. We work hand-in-hand with our partners, taking a data-driven approach to evaluating performance and optimizing resource allocation for continuous improvement.

Departmental Overview:
The Client Services team is the face of Wellframe to all of our users – clinicians and their patients, as well as administrative leadership in these health care organizations. This team leads the transformation of care management services at our clients through mobile-enabled technology and innovative approaches to workflow redesign. This team is responsible for successfully implementing the Wellframe solution with new clients, strategizing with clients to enhance their experience, and ensuring clients are meeting their goals. We have a lot of fun in what we do, are data-driven in our approach, have a passion for health and health care, and never stop working to make our clients successful in their path to innovating and enhancing their care management services.

Position Description:
After implementation of the Wellframe solution, the Account Manager will be the single point of contact to our clients, who are all working with Wellframe to enhance their care management capabilities, enrich their patients’ experiences, and drive improved quality and outcomes in their health. As Account Manager, you will work closely with the Implementation Manager during the client implementation. Following the end of the implementation, you will be responsible for the client contract lifecycle and drive re-contracting. You will relay to the Wellframe teams about the clients’ experiences, derive opportunities for product and service enhancement, and coordinate Wellframe resources to enhance the relationship. You will be the source of knowledge, voice of the customer, and customer advocate. Your work will marry strategic thinking and planning with strong operational execution. The Account Manager will report into the Senior Director of Client Services, on the Client Services team. 
  • After implementation, serve as the single point of contact to clients, and coordinate all internal resources needed to drive the relationship
  • Own the relationship with new and existing clients, including relationship management, training support, and internal system management
  • Continually analyze client performance through analytical approach and regular client check ins
  • Set strategic plans for organic growth with clients to deepen the Wellframe-client arrangement and to meet client and Wellframe goals
  • Ensure contract renewal and referencability from clients
  • Serve as intermediary between client needs and Wellframe product team to share insights from the field and push the product development process
  • Bachelors degree; Masters preferred but not required
  • Deep knowledge of payers, providers, and the health care landscape
  • Experience in client services roles, particularly in health care settings
  • Strong interpersonal skills
  • A self-starter who can manage his or her own daily workload, operate well under pressure, and balance competing priorities
  • Smart and organized, with a strong attention to detail
  • Exceptional written, verbal, and presentation skills
  • Track record of delivering strong performance, professional maturity, and business acumen
  • "No task is too small" attitude, with a passion for service excellence and eagerness to learn
  • Energetic, kind, sincere, patient, and adaptable
  • Must be Boston-based or willing to relocate
  • Must be willing to travel ~15%
To Apply:
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