Job Description

Welltok is a consumer activation company that drives individuals to take actions that optimize their total wellbeing.  Only Welltok leverages advanced analytics and machine learning to engage consumers with timely and relevant multi-channel, personalized resources and incentives.  Our solutions integrate data driven SaaS software, curated resources and professional services to help health plans, employers, providers and public entities drive growth, build longitudinal relationships and improve healthcare value.

At Welltok, we’re proud of what we’re accomplishing and are committed to building a company where smart, passionate people can thrive and succeed.  Join us as we make healthcare more personal and rewarding!  

POSITION SUMMARY

Welltok’s Customer Success Group is vital to ensuring that our customers realize maximum value and achieve their desired business outcomes.  The Customer Success Manager is the primary owner of the customer relationship and is accountable for the ongoing health of the account.  

KEY RESPONSIBITILITES

• Onboarding and train new customers on Welltok’s consumer engagement platform
• Oversee execution of high-volume campaign delivery across a broad portfolio of clients
• Ensure successful product use, positive results and ROI, and client retention
• Consult with the customer to map goals to Welltok solutions and services, identifying evolving business needs and opportunities for growth
• Become a trusted advisor and serve as the voice of the customer within Welltok
• Utilize knowledge of multi-channel engagement and Welltok product suite to advise customers on opportunities to reach their population, inform engagement strategy and drive ROI
• Track implementation key milestones and own execution of select campaigns and deliverables
• Track and report on ROI, customer NPS, SLAs, and campaign success metrics
• Engage customer regularly to review results and recommend campaign strategies
• Simplify customer touchpoints with Welltok and oversee cross-functional initiatives
• Serve as the primary POC for requests, concerns and issues, and track to resolution
• Ensure contractual obligations are met and associated activity is comprehensive and on track
• Create and maintain annual client calendar and account plan
• Offer internal team customer feedback on key organizational initiatives 
• Collaborate on PR opportunities and referenceability requests

EXPERIENCE

• 3+ years in client-facing Account Management role, preferably at a marketing SaaS company or a multi-channel marketing agency
• Track record of successfully managing multiple accounts in various stages of their lifecycle
• Proven examples of using data to drive decision-making and recommendations
• History of outstanding client service and retaining valuable customers 
• Exceptional communication skills - written, verbal, and presentation 
• Proficiency in all Microsoft Office products
• Bachelor’s degree required

Welltok celebrates respects and supports diversity in the workplace. Welltok is an equal opportunity employer. We are committed to considering all qualified candidates regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

WARNING: PLEASE BE AWARE OF A SCAM CLAIMING TO BE WELLTOK HR USING PLATFORMS SUCH AS FACEBOOK AND GOOGLE HANGOUTS, WHICH WELLTOK DOES NOT USE FOR RECRUITING. IF YOU ARE UNSURE OF A COMMUNICATION, PLEASE CONTACT WELLTOK AT WELLTOKSOC@WELLTOK.COM

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