Account Manager

March 13

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

💵 $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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ImplantBase

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ImplantBase is an all-in-one platform designed for the medical device industry that enhances visibility and control over inventory, sales operations, and supply chain processes. By focusing on digital transformation, ImplantBase aims to drive revenue, increase profitability, and accelerate growth for medical device companies. The platform provides powerful insights and automated processes that allow organizations to optimize their operations, improve efficiency, and unlock capital tied up in inventory, thus enabling better market responses and improved sales efficiency.

11 - 50 employees

Founded 2009

⚕️ Healthcare Insurance

🧬 Biotechnology

📋 Description

• ImplantBase’s Account Manager is our expert in customer relationship management, strategic partnership, and product support. • Through their in-depth understanding of the ImplantBase application, they will ensure our customers are utilizing ImplantBase to the fullest capacity through support ticket analysis and resolution, recurring customer meetings, and quarterly business reviews. • They will be proactive in learning the customer’s business operations as well as upcoming process changes with which ImplantBase could assist. • Serve as the main point of contact in all matters related to customer concerns and needs, and ensure timely and successful delivery of our solutions according to customer needs and objectives. • Build and strengthen new and existing customer relationships to achieve long-term partnerships. • Create and maintain a calendar of assigned Customer meetings to include bi-weekly issues tracking meetings as well as quarterly meetings to summarize prior quarter activities. • Develop a thorough understanding of our products and service offerings to identify upsell and cross-sell opportunities with our customers. • Identify opportunities for customers to use more of Implantbase’s existing modules and new updates. • Become an expert on how our customers use ImplantBase. • Collect and analyze data concerning customer behavior to understand changing needs. • Provide guidance and expertise to customers implementing the ImplantBase application to their sales users to ensure successful field adoption. • Uncover customer needs and channel them back to our product team to help inform the product roadmap. • Support the Training team with occasional ImplantBase University content creation. • Execute Customer-related surveys. • Create and manage customer trackers to facilitate recurring customer meetings (Check-Ins, Quarterly Business Reviews, Annual Business Meetings, etc.). • Capture business requirements for your assigned customers’ enhancement requests. • Facilitate User Acceptance Testing (UAT) with customers when their enhancements are ready for testing. • Coordinate delivery of ImplantBase training requested by a customer. • Support the Project Management team with onboarding new customers, and deliver Customer Success support for various phases of product rollouts. • Assist with transition of a customer from HyperCare to the Customer Success team. • Create and update existing reports for executive management. • Administer HubSpot Service Hub application (automations, attributes, customer assignments, analytics). • Address unresolved support tickets and work cross-functionally with customers, Engineering, Quality Assurance, etc. to close tickets. • Occasional travel to in-person industry conferences and customer meetings to interface directly with existing and potential customers.

🎯 Requirements

• Education: Bachelor’s degree in business, Computer Science, or MIS, preferred • Experience: 5-7 years of related experience • Orthopedic Industry experience a plus • SaaS Industry Experience - preferred • Jira / Google Suite / Notion / MS Office / HubSpot application experience • Ability to perform duties remotely • Excellent verbal and written communication skills • Strong problem-solving skills to help resolve customer complaints or needs • Strong customer service and interpersonal skills for dealing with different types of customers and clients • Exceptional analytical skills for interpreting client data • Curious, creative, and a passion for learning • Excellent planning, attention to detail, organization, and time management skills to handle multiple tasks and clients • Service orientation • Systems thinking • Active listening

🏖️ Benefits

• Competitive salary up to $90,000 based on experience, and annual increases based on performance • Annual Bonus opportunity • Ability to work fully remote • Excellent health, dental, and vision coverage • Ample paid time off to recharge your batteries • Strong work/life balance with a focus that we all have - and should have – lives outside of work. • 401(k) plan with employer match. • Challenging work with the opportunity to learn and grow. • Professional development opportunities.