Careers

Account Manager

First Response Mental Health Inc. is a rapidly growing software company recognized for its unique approach to workplace mental health and peer support management. We strive to be the best we can for our people, our customers, and the community. Currently, we are looking for a passionate and organized Account Manager who thrives in a demanding, fast-moving environment to join our dynamic team.

Job Title: Account Manager, Customer Success Team.

Summary:

The Account Manager is the person in charge of managing a company’s relationships with its customers. They are responsible for building long-term relationships with a group of customers and generally stay with those customers for the length of their relationship with the company. The goal is to keep clients or accounts as long, and as satisfied, as possible. Account managers may be in charge of finding new business, be assigned prospects, given accounts, or a combination thereof. Tasks may involve project management, strategic planning, sales support, product design, service application, logistics, and marketing. The ideal candidate must possess autonomy, ownership, initiative, and dedication to helping each customer experience succeed with measurable ROI.

Role Description

The following depicts a non-exhaustive list of objectives and tasks to reach the goals identified for the Account Manager:

• Be the primary contact, trusted advisor, and advocate for multiple customer accounts
• Manage communication with organizations through the sales process and respond to inquiries in a timely manner.
• Take ownership of customer issues and follow problems through to resolution; respond to inquiries in a timely manner
• Set clear goals with clients and deploy strategies focused towards achieving those goals
• Maintain accurate records and document customer service actions/discussions
• Conduct detailed demos of the PeerConnect system to clearly outline product to customers and answer any questions based on user experience; train and educate on how to effectively use the software
• Strong leadership skills for conducting meetings and engaging customers through regular strategic calls
• Drive product adoption using knowledge, creativity, communication skills, and organizational skills to deliver tangible, positive results to our customers
• Maintain a revenue base by managing account retention, renewal, and referrals
• Work as part of the team to improve and scale inbound sales, setup, and account management process
• Assist with implementation, training, proposal, and technical writing tasks
• Bring your thinking, strategies, and ideas to advance our company’s values, unique culture, and vision for the future.

Requirements and Skills

• Confident in leading small group meetings 
• Ability to multitask
• Develop a sound understanding of the PeerConnect System in order to help customers troubleshoot
• Ability to work independently and as part of a team
• Strong analytical and problem solving skills
• Excellent organizational and time management skills
• Excellent verbal and written communication skills and client-facing communication skills
• Excellent customer service skills
• Detail-oriented
• Approachable and respectful when communicating with clients
• Ability to contextualize a message depending on the audience
• Excellent active listening skills
• Proposal writing and technical writing skills
• Support customer feedback loops and keep an organized CRM
• Strong technical and problem solving skills with the ability to learn quickly and troubleshoot
• Effectively project manage and create organized plans that ensure customer success post-onboarding
• A positive outlook and a strong ability to take responsibility for successes and failures
• Proficient in G-Suite documents, presentations, spreadsheets and online video conferencing platforms (Zoom/Teams/etc).
• An ability to understand multiple perspectives in a situation
• Strong SaaS business acumen
• Experience with Hubspot (or similar) CRM software

Employment Type: Full Time; Monday – Friday 9am – 5pm EST. Some evening and weekend work is possible depending on client needs. Occasional travel may be required.

Contract length: Permanent

Reports to: Chief Strategy Officer

We know about the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply. We would love to hear from you.

Job Types: Full-time, Permanent

Salary: $51,600.00-$72,400.00 per year

Benefits:

• Paid time off
• Work from home

Schedule:

• Monday to Friday

Work Location: Remote