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Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities.

Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it’s through our people that we truly make a difference.

Summary

An account manager is responsible for maintaining and developing relationships with our clients and ensuring their satisfaction with our products and services. The Account Manager is also responsible for identifying new business opportunities, communicating product/upgrade options for clients, reviewing customer usage, complaints, and tickets and communicating that in the weekly Account Management meeting.

Responsibilities

• Build and maintain long-term relationships with clients
  • Around 50 - 60 clients
• Address client concerns, complaints, or inquiries in a timely and professional manner
• Analyze account data and develop strategies to increase revenue and improve customer satisfaction
• Collaborate with internal teams to ensure account issues are resolved quickly and efficiently
• Proactively identify potential obstacles and work with clients to develop solutions
• Compile and analyze client feedback to improve overall customer experience
• Work closely with Leadership to craft a more efficient and systematic workflow and process for onboarding and implementation
• Report and communicate effectively with the Lead Account Manager on any client issues and needs
• Working with customers to understand their requirements in products and services
• Identify and determine any implementation risks that exist and a path to solution
• Creatively resolve implementation issues and customer problems using existing platform functionality
• Build rapport and trust with clients to ensure an exceptional onboarding experience
• Influence decision-makers to clear project issues and roadblocks
• Educate client administrators on how to setup and use the Hatch platform to best fulfill the client needs
• Drive completion of projects based on established timelines
• Assist leadership, compliance, development, and Hatch administrators with troubleshooting and feedback to larger systematic issues
• Assist other members of the account management team when necessary to further Hatch’s strategic goals
• Co-lead training and adoption sessions with Development team to ensure feedback and feature requests are properly documented and communicated

Position Requirements

• Assist with Implementation, Onboarding and Adoption Services
• Receiving and responding to client problems in a timely manner
• Presentations both virtual and in person
• Working with software to create or modify forms in the Hatch system
• Networking and generation of new contacts
• Quality control of Hatch software
• Assist with creation of internal processes to add efficiency
• Proven experience in an Account Management or Customer Service role
• Excellent verbal and written communication skills
• Strong presentation and interpersonal skills
• A self-starter with a strong work ethic and ability to work independently
• Customer-focused mindset with the ability to multitask and prioritize effectively
• Problem-solving mentality
• Consult with customers to gather requirements and translate platform features and functionalities using product and industry best practices
• Ability to identify what work falls within the SaaS agreement versus what is chargeable work for time spent on a project for a client
• Ability to respond within a reasonable time to clients (within 24 hours)

In this role, you’ll be helping clients use the Hatch Compliance system. To them, you will be the main face of Hatch. As part of this role, you’ll solve client problems, make fixes or adjustments to the Hatch portal, and write service tickets.

Success Criteria

• Ability to manage accounts independently and efficiently, within the parameters and guidelines of the Client Success Processes and Procedures.
• Ability to work with and train clients and teammates in remote locations, on the telephone, and/or using online tools
• Extremely dynamic personality with an effective style of communication.
• Ability to prosper and self-motivate in a fast-paced, self-directed, entrepreneurial environment.
• Ability to work both independently and in a team environment.
• Excellent organization and time management skills.
• Demonstrate time management and the ability to complete tasks in order to meet deadlines.
• Ability to manage workload through a CRM tool; HubSpot experience is a plus.
• Proven dedication to developing strong relationships with customers/clients.
• Ability to adapt communication style to the audience and manage different personalities in order to interact with a range of clients in a professional, credible manner.
• Understanding of Gmail Suite and Microsoft Office Suite, including MSWord, PowerPoint, Excel, and Outlook
• Demonstrates Hatch’s core values; Integrity, Helpfulness, Excellence, Agility, Respectfulness and Teamwork.
• Has the ability to communicate effectively and in a professional manner with all clients as a representative of Hatch Compliance

Educational, Work Experience, or Skill Requirements:

• At least two to three years of experience in a similar role
• Bachelor’s degree in Psychology, Business, Communications, MIS, Computer Science, or related fields is preferred
• Expertise in logical problem-solving, process improvement, and customer service
• Ability to manage projects effectively and efficiently, while keeping projects on schedule and under budget
• Excellent verbal and written communication skills
• Basic technical knowledge of MS Office, HubSpot, and other project management tools
• Experience in the Behavioral Health Treatment industry is a plus

Other Requirements:

This job description lists the major duties and requirements of the job and is not all-inclusive. Not all duties are necessarily performed by each incumbent. Incumbents may be expected to perform job-related duties other than those contained in this document and may be required to have specific job-related knowledge and skills.

Benefits & Compensation

• Highly competitive salary based on your local market’s compensation data.
• Expandable paid time off.
• 11 Paid Holidays.
• Health, Dental, Vision, Disability, and Life Insurance.
• Parental Leave.
• Pet Insurance.
• Employee Career Path Program.
• 401(K) with Company Match.

Kipu Promise

In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals.

We are an equal-opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, gender identity, or disability status.