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 Details:

NowPow is looking for a Senior Account Manager (SAM) to join the Customer Success team. The position would be based in our Chicago office, located in Hyde Park, and reports to our Head of Customer Success. You will handle customer success activities and relationship management for strategic anchor customers. You partner with our high-value customers to bring adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. You will build strategic relationships with executive partners, understand customer goals, and communicate success metrics. There is potential for this role to include people management.

Key Responsibilities: 

• Manage customer relationships for our high-value strategic accounts
• Work with Senior Project Leadership in customer accounts, to determine usage strategies, goals and ensure impact understanding between NowPow and important customer partners at the executive level
• Be a primary account contact to 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
• Work with NowPow's Community Engagement team to create an 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 publish success stories from data/use cases to improve impact and spread optimization across the NowPow customer base
• Understand the impact of new software releases on customer projects
• Lead user training and support through workflow pilots and rollouts
• Develop and share best practices to promote user adoption and long-term use
• 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 (e.g. product development, engineering), training delivery, upsell/cross-sell, and account growth.
• Support sales activities such as technology demonstrations for existing prospective customers

Required Qualifications: 

• Bachelor's degree
• 4+ years of customer success, account management experience, or customer service
• Experience managing teams

Preferred Qualifications:

• 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
• Experience managing multiple accounts required including working with quotas
• Experience adhering to and promoting standard customer success methodologies, procedures, and best practices
• Experience building working relationships with clients and colleagues
• Comfortable speaking in public
• Experience with Microsoft Office Suite and comfort applying technology like Customer Relationship Management tools (e.g. Insightly) in workflow
• Experience setting and meeting delivery commitments
• Experience becoming a trusted advisor, creating new ideas, refining processes, and providing expertise to customers and NowPow leadership
• Commitment to social impact and helping underserved communities

About 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 for recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities, and general treatment during employment.