Client Account Manager, DocCafe

Join Aya Healthcare, winner of multiple Top Workplace awards! 

DocCafe, a subsidiary of Aya Healthcare is seeking a Client Account Manager to drive a best-in-class client experience and ensure our clients exceed their business objectives. This role is directly responsible for contract renewals and GRR (gross revenue retention). You will partner with our clients throughout their journey; from onboarding, adoption, growth and ultimately through renewal. By serving as a champion for their business and product needs, you are expected to own your clients’ success with DocCafe.

Who We Are: 

We’re a $10+ billion dollar, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities:

• Build and maintain executive and operational relationships with clients
• Recognize and strengthen client sentiment based on: knowledge of their goals, open communication around goal achievement, review of account activity and results
• Document, analyze and track customer interactions - identify blockers and risk within their journey and communicate those risks to the rest of the organization
• Own gross revenue retention forecasting and results for your client base
• Lead the renewal sales process - show the level of care, attention and dedication necessary to obtain a client renewal decision
• Maintain thorough knowledge of the platform and functions to be able to solve client issues quickly
• Offer live trainings throughout the client relationship to ensure their team is continually motivated and knowledgeable regarding the benefits and value of DocCafe

Required Qualifications:

• Minimum of 4 years experience in Customer Success or Account Management
• Minimum of 2 years of experience in B2B SaaS or subscription-based renewal environments, preferred
• Successful history driving customer retention, growth and advocacy, preferred
• Ability to effectively communicate technical concepts, proposals and commercial updates at a senior management level
• Demonstrable bias for action
• Detail orientated and excellent time-management skills
• Competitive; driven to win and support a diverse team
• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations
• Transparent and honest
• Great teammate

What We Offer: 

• Free premium medical, dental, life and vision insurance 
• Generous 401(k) match 
• Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses 
• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling 
• Celebrations! We hit our goals and reward ourselves.  
• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday! 
• Unlimited DTO — we believe in time off!  
• Virtual yoga, meditation or boot camp classes offered daily 

Compensation: Aya reasonably anticipates the pay scale for this position to be $36.06 hourly, which equates to $75,000 annually, plus quarterly bonuses.

The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager’s discretion. 

Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and welcomes all to apply. Please click here for our EEO policy.