Account Manager

Organization Overview

We are Array Behavioral Care, an organization that envisions a world where loved ones never struggle to access behavioral health services that support their wellness. We are dedicated to making this vision a reality by focusing on our mission to transform access to quality behavioral care via hiring and retaining quality clinicians and innovative applications of technology.

Array Behavioral Care serves hundreds of organizations and individuals in various settings across the continuum of care with its on-demand, scheduled services, and direct-to-consumer divisions. As an industry thought leader, Array Behavioral Care has helped shape the field, define the standard of care and advocate for improved telepsychiatry-friendly regulations.

Position Summary

The Account Manager is responsible for the retention of assigned partners and the growth of those accounts through strategic positioning. This role involves regular in-person and/or video meetings with assigned client accounts and is directly responsible for identification and management of opportunities to expand utilization and scope of Array’s services.

Array’s account managers effectively gather and analyze data and perspectives from various sources to gauge the success of the partnership against established success criteria, and continuously translate that information into tangible value for our clients. This role is tactical and strategic in nature and requires an individual who can affect near-term issue resolution while managing mid to long term solution scoping and contracting. The account manager serves as the primary point of contact for the client and will provide vision and strategy for the growth of the partnership while also coordinating the work of client service teams.

Job Responsibilities

• Develop and maintain strong internal/external relationships, including the ability to collaborate interdepartmentally toward issue resolution
• Maintain key player list, engage, and maintain relationships with many stakeholders at each partner account
• Support relationships with key partners in order to ensure optimal partner retention and growth
• Build and manage a pipeline of qualified growth opportunities
• Provide efficient and effective handling of partner issues
• Facilitation of information flow to enable process improvement and solution design
• Responsible for report delivery to clients, teammates, and leadership
• Prepare and deliver recurring operational touchpoints and executive-level meetings
• Identify and lead initiatives to expand partnerships
• Monitor partner dashboards and reports to determine performance against success criteria
• Collate multiple feedback channels and utilize perspective to facilitate change management
• Develop and deliver programmatic solutions that align with client needs and objectives
• Understand and ensure compliance with customer contractual requirements including invoicing, reporting, SLAs, and KPIs
• Manage contract renewal
• Responsible for timely and appropriate escalation and resolution of issues, and facilitate efforts to improve management or prevention of similar issues in the future
• Prepare and conduct ongoing monthly and quarterly business reviews around utilization, forecasting, partnership goals, and defining success
• Prioritize tasks into daily, monthly, and quarterly functions in order to achieve goals of retaining current clients and growing area revenue
• Understand the specific needs of each partner and recommend operational strategies to ensure issue resolution and partner satisfaction
• Ensure timely management of partner contracts
• Perform risk management and take necessary actions to mitigate risks to the satisfaction of both the partner and Array
• Provide status updates, meeting minutes, issues logs and other appropriate communication to the partner and/or project team to ensure that everyone involved is sufficiently informed of significant project developments in a timely manner
• Other duties as assigned.
  
  
  

Job Requirements

• Candidate must reside in Mountain or Pacific time zone
• 4-6 years’ experience in a commercial account management role
• 4-6 years’ experience in a behavioral healthcare environment
• Demonstrated expertise in both customer growth as well as retention
• Experience in high growth company
• Strong attention to detail; problem solving skills, communication, and interpersonal skills
• An entrepreneurial mindset and initiative to seek out additional responsibilities to learn and grow
• Master's degree in social work or a related field, preferred
• Experience with Salesforce CRM, preferred
  
  
  

Logistics

• Position is Remote
• 20% travel is expected
• Full-time employment
• Reports to the Director of Account Management
• FLSA Status exempt, salary
• The salary range for this role is $70,000 to $100,000 per year. This information reflects the anticipated salary for this position using current national data. The final offer will be determined based on an individual’s skills, experience, education, and other job-related factors permitted by law.
  
  
  

At Array we strongly value diversity and are committed to equal opportunity and non-discrimination in all policies and practices, including the area of employment. We are proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, Veteran status, gender identity or expression, marital status, genetic information, or any other legally protected status.

EOE M/V/F/D