Senior Account Manager Customer Success at NowPow

| Chicago
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NowPow, whose name is a play on knowledge is power, is a women-owned and led technology business based on Chicago’s south side. NowPow’s multi-sided platform is a personalized community referral management solution that enables care professionals – social workers, physicians, justice workers – to manage and close the loop on health and social service referrals and also directly support patients, members, and clients in their own self-care. NowPow helps people get the care they need, whether they are managing chronic health and social conditions or just staying well.

Position Summary:

NowPow is seeking a Senior Account Manager (SAM) to join the Customer Success team. The position would be based in our Chicago office, located in Hyde Park. The Senior Account Manager will be responsible for handling customer success activities and relationship management for strategic anchor customers. The SAM partners with our high-value key customers to drive adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. This is a strategic role where building relationships with executive stakeholders, understanding customer objectives, and the ability to analyze and communicate success metrics are vital components to the role. There is potential for this role to include people management.

Key Responsibilities:

  • Strategically manage and monitor customer relationships for our key, high-value strategic accounts
  • Work with Senior Project Leadership in customer accounts, to define usage strategies, business objectives and ensure impact alignment between NowPow and key customer stakeholders at the executive level
  • Act as primary account contact to facilitate and lead the customer success process, working across departments to prioritize customer needs and issues, communicate timelines and resolutions/outcomes to customers
      • Manage customer renewals and retention to ensure Net Revenue Retention goals are met
      • Monitor user adoption by the customer and take action as necessary
  • Work closely with NowPow’s Community Engagement team to create a robust and active network of referral partners (within Community Based Organizations/CBO’s) to support large customer anchor accounts and ecosystem
  • Conduct customer analysis, develop customer profiles, create and regularly publish success stories from data/use cases to drive impact and spread optimization across the NowPow customer base
  • Understand the impact of new software releases on customer projects
  • Manage and lead user training and support through workflow pilots and rollouts
  • Develop and share best practices to drive user adoption and long-term utilization
  • Engage with customers to provide feedback to the NowPow team regarding usage and technology functionality
  • Troubleshoot questions and issues as they arise, facilitating communication and resolutions between customers and NowPow teams as needed (e.g. product development, engineering), training delivery, upsell/cross-sell, and account growth.
  • Multi-day travel to customers, conferences/conventions will be required as needed (post COVID).
  • Support sales activities such as technology demonstrations for existing prospective customers as needed

The above statements are intended to describe the general nature and level of the work being performed by persons assigned to this job. They are not an exhaustive list of all responsibilities, duties, and skills required of the candidate.

Required:

  • Bachelor’s degree
  • Bachelor’s degree
  • 4+ years of customer success, account management experience, or customer service
  • Demonstrated experience managing both internal and external teams
  • Must be willing to travel (post COVID)

Strongly Preferred:

  • Master’s degree in social work, public policy, or public health
  • Professional experience with a focus on enterprise accounts
  • Direct experience working with a health system or community-based organizations
  • Strong detail-orientation with experience managing multiple accounts required including working with quotas
  • Ability to adhere and promote standard customer success methodologies, procedures, and best practices
  • Experience managing both internal and external teams
  • Proven leadership skills and ability to influence, persuade and facilitate effective working relationships with clients and colleagues
  • Outstanding written and verbal communication skills; comfortable speaking in public
  • Excellent PowerPoint, Excel, and Word skills and comfortable with leveraging technology like Customer Relationship Management tools (e.g. Insightly) in workflow
  • Ability to work independently under minimal supervision and strong track-record of setting and meeting delivery commitments
  • Ability to become a trusted advisor, generate new ideas, iterate on various processes, and provide thought leadership to customers and NowPow leadership
  • Commitment to social impact initiatives and helping underserved communities
  • Comfortable working in a fast-paced start-up environment

Why NowPow?

We work at NowPow because we care! NowPowers are passionate about our mission and are excited about the opportunities and challenges we face. At NowPow, we cultivate a culture of collaboration and respect, where everyone is a valued team member.

Our people and our culture are important to us and make working at NowPow special. We invest in the self-care of our team and provide competitive benefits to support this. We celebrate our successes every week with a company-wide happy hour on Fridays and recognize those who went above and beyond in their work. Outside of work, we have fun through company events such as laser tag, ice skating and heading to the ballpark for beautiful weather and a baseball game – and look forward to being able to do so again!

We are looking for highly motivated and hard-working individuals to join our team and help us connect health care to self-care. Apply now to join our growing team!

Equal Employment Opportunity

NowPow is an Equal Opportunity Employer. NowPow evaluates applicants for employment on the basis of qualifications, merit, and work-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, national origin, genetic information, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities, and general treatment during employment.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Handlebar.jsFrameworks
    • SASSFrameworks
    • Microsoft SQL ServerDatabases
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe XDDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • InsightlyCRM
    • SendGridEmail

Location

We call Hyde Park home. With the gorgeous lakefront steps away, great food, and public transit options, you’re sure to fall in love with it too.

An Insider's view of NowPow

What does your typical day look like?

I kick off the day with our team stand-up and spend the rest of the day focusing on our integration projects, working with both our Engineering and Implementation teams. The collaborative atmosphere at NowPow encourages team members to work closely on tasks and ensure that we create seamless and quality integrations with our customers.

Sophia

Software Engineer

What are NowPow Perks + Benefits

NowPow Benefits Overview

We also take great care of our NowPow community!

Competitive Benefits. We offer comprehensive health insurance for our team and their dependents—and there’s no waiting period to enroll. We also offer parental leave, dental and vision coverage, as well as health savings and flexible spending accounts. Want to contribute to your 401K? We’ll match it.

Generous Time Off. We have generous paid time off (PTO) days and celebrate 10 paid holidays a year. On top of that, we offer “Life Time Hours” for events that can’t be scheduled outside of regular working hours and additional paid “Self Care Days.” We don’t just preach self-care, we practice it.

Remote Work & Casual Dress. Every day is a casual dress at NowPow, but especially Wednesdays. That’s our company-wide remote workday. We believe the option to telework once a week improves your productivity, creativity, and morale.

A Culture of Innovation & Collaboration. NowPowers are smart and passionate about our mission, and we encourage everyone to contribute to our company’s continuous innovation. Our NewPow Innovation Challenge has fabulous prizes, too.

A Committed & Connected Community. Our Culture Club represents every department and is dedicated to planning game nights, contests, community volunteering, and other fun activities. We also host News & Nosh every Friday—a Happy Hour where we reflect on the week and enjoy snacks and drinks (from our always-stocked kitchen).

Culture
Volunteer in local community
NowPow Gives Back is a group dedicated towards advancing our social mission by providing opportunities for staff to donate time, money, or effort to causes in our communities.
Partners with Nonprofits
NowPow's partnership with MAPSCorps to help them fulfill their mission training youth to produce high-quality data about community assets that everyone can use to improve the human condition.
Friends outside of work
Eat lunch together
Intracompany committees
NowPow has a Culture Club that is an interdepartmental group of NowPow team members dedicated to strengthening company culture and engaging employees in making NowPow a great place to work.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
NowPow's health insurance policy covers 80% of the monthly premium.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
NowPow provides employees with a 401(k) matching plan managed by Guideline. We match 100% of contributions up to 1% of an employee's annual salary.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave. Of the 12 weeks, 10 weeks shall be compensated at the employee’s regular, biweekly pay.
Flexible Work Schedule
Remote Work Program
Remote Work is an opportunity to work away from the office. NowPow offers 1 common remote workday every week on Wednesdays.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
NowPow employees receive between 10 and 20 days per year of paid time off based on years of service.
Paid Holidays
Paid Sick Days
Employees receive 5 days per year for Self Care Days. Self Care Days can be used for self-care of any kind, including personal development, volunteering, or physical and/or mental rejuvenation.
Perks & Discounts
Casual Dress
Stocked Kitchen
NowPow has a fully stocked kitchen including unlimited snacks, coffee, tea and of course, lots of LaCroix.
Happy Hours
We like to end each week on a good note. Every Friday from 4-5pm different departments take turns hosting “Nosh,” an hour of hanging out, reflecting on the week, and enjoying snacks and drinks.
Parking
We offer employees a parking subsidy.
Recreational Clubs
Professional Development Benefits
Diversity Program
Lunch and learns
Brown Bag Lunches occur once a month and highlight the many interests of our employees. Brown Bags are an opportunity during the workday to learn about a new skill or topic from your colleagues.
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