Associate Account Manager

About the role

We are looking for an experienced Associate Account Manager to join our team. The Account Manager is responsible for building and maintaining strong relationships with key stakeholders with clients, ensuring they have a smooth and positive experience with Talkspace services.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

Responsibilities

• Develop and maintain strong relationships with key stakeholders at clients, ensuring high customer satisfaction and retention.
• Serve as the main point of contact for existing accounts, providing exceptional service and support to meet their needs.
• Regularly engage with clients to understand their evolving business needs and mental health goals.
• Serve as the main liaison between the Account Management team and the Payor Success team: coordinating cross-team efforts, sharing insights, and driving consistent partner engagement and resolution.
• Work closely with the Sales, Marketing, and Product teams to ensure alignment on client needs, feedback, and product offerings.
• Provide valuable feedback to the product and engineering teams on customer preferences, challenges, and opportunities for new features.
• Collaborate with the Revenue Cycle Management and Finance teams on claims resolution and collection opportunities.
• Drive account growth by identifying upsell and cross-sell opportunities for additional services and products.
• Lead quarterly business reviews (QBRs) with clients to demonstrate value, discuss key metrics, and identify opportunities for expansion.
• Ensure contract renewals and prevent churn by proactively addressing client concerns and ensuring continued success with Talkspace services.
• Manage and lead ongoing annual rate increases.
• Collaborate with the Implementation and Customer Success teams to ensure seamless onboarding for new clients, helping them launch Talkspace’s services successfully.
• Monitor client engagement and utilization, providing recommendations for increasing adoption and ensuring a smooth experience.
• Maintain detailed records of client interactions, engagement metrics, and progress using CRM software.
• Monitor account health metrics and proactively address any issues to ensure client satisfaction and continued success.
• Report on account performance and provide actionable insights to senior leadership.

Requirements

• 1+ years of experience in account management, client success, or sales, with a focus on Payor accounts.
• Experience in B2B2C mental health-related industries is highly preferred.
• Excellent communication and interpersonal skills with the ability to build trust and rapport with senior-level executives.
• Strong project management and organizational skills, with the ability to manage multiple accounts and projects simultaneously.
• Experience with CRM software (Salesforce, HubSpot, etc.) and data-driven decision-making.
• Results-oriented with a passion for delivering value to clients and driving business growth.
• Proactive, self-motivated, and able to work independently in a fast-paced environment.
• Empathetic and customer-focused, with a genuine interest in improving mental health outcomes for those we serve.

Benefits

• Comprehensive Medical, Dental and Vision plans coverage
• Pre-tax benefits: HSA/ FSA
• 401k Retirement Savings Program with matching up to 4%
• Voluntary benefits including disability, basic life or pet insurance, etc.
• Monthly Wellness Stipend to promote mental and physical self-care
• Flexible PTO and Remote First Environment
• Regular team events, including Wellness Workshops and Team Building Events
• Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

Pay

The base salary range for this role is between $60,000 - $70,000. Within the salary bands, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications.