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Hoverstate Client Success Manager in Lehi, Utah

Job Summary

The Account Director will oversee our top tier accounts. You will be expected to provide excellent customer service to our clients and ensure their needs are met, goals are attained, and satisfaction levels are exceeded. Client retention and growth are your main focus, along with identifying new opportunities. Ensuring key stakeholders are included in all aspects of client onboarding is a crucial responsibility in this role. Preparing and presenting growth strategies to both Hoverstate management and clients is key, as well as assisting with product implementation. This will be a supervisory role, working closely with a team of project managers responsible for the day to day execution of projects. With respect to clients, it?s a senior consulting and oversight role. You should be adept at understanding business problems, crafting solutions, evaluating options, and partnering with our clients to solve their business challenges.

Responsibilities and Duties

  • Consult with, and grow, existing client accounts with the ability of ensuring profitability across multiple accounts. Identify growth opportunities and initiate long term planning with internal teams to bring these to fruition

  • Drive the client relationship by knowing their organization and business inside and out, act as their trusted partner and lead daily contact

  • Demonstrate a depth of understanding of client?s business and how to lead result?oriented projects in a fast?paced environment

  • Work with client and key stakeholders to ensure ideas that are sold stay true to the strategy plan through production/implementation

  • Responsible for shaping solutions and properly scoping/pricing engagements, establishing optimal operating models and project team organization, and leading the transition from the sales process to the delivery phase

  • Effectively balance client and agency team demands to deliver high-impact work on time and on budget

  • Demonstrate commitment to and enthusiasm for customer success by ensuring the delivered product is fully-functioning, performs to business requirements, and meets or exceeds expectations

  • Work closely with Hoverstate executives on client strategy and be involved in new business pitches

  • Travel up to 25% of the time and present to clients at their headquarters

  • Provide coaching, guidance, leadership and performance management of all direct reports

  • Get the best work out of the client, the agency and the team, and foster an environment where everyone feels supported and brave about ideas

Qualifications and Skills

  • 7?10 years of experience, including 3?5 years of supervisory experience

  • Previous client management should be in the million dollar range, and include management of large digital properties

  • Strong knowledge and extensive experience in digital design and development processes

  • Bachelor?s degree from an accredited institution

  • Past experience in client management, consultation and retention

  • Analytical and strategic thinker with proven track record of showing initiative

  • Flexible and able to adjust to changing client needs, with ability to manage multiple competing priorities

  • Leader with prior management experience who can teach necessary skills to direct reports

  • Experience with contract writing and negotiations

  • Aptitude to pick up new concepts and technology rapidly

  • Excellent written and verbal communication skills, including relationship building

  • Ability to set and meet timelines for product delivery

  • Positive attitude and self-motivated with a thirst for knowledge

  • Prior experience in health and wellness industry or technology a plus

Predictive Index

In addition to applying, please follow this link to take the behavioral assessment from Predictive Index: https://assessment.predictiveindex.com/01S/2820ea26-85fd-4fcb-aef5-72e05e6dffa6?type=candidateba

What Hoverstate Offers

Pay | competitive salary and bonus plan

Health | generous healthcare benefits

PTO | unlimited vacation, all holidays, sick and bereavement leave

401K | company contributions

Relocation | relocation assistance

Continuing Education | yearly stipend for your choice of ongoing education, conference attendance, training or certification

Growth | join Hoverstate for the opportunity to join a rapidly growing, well-established business that offers accelerated recognition and rewards, where you?ll see your contributions and great ideas directly impact our business

Environment | fun, friendly, collaborative, innovative, fast, yet professional!

Networking | regular, personal interaction with the Hoverstate senior leadership team and senior leadership of our clients.

Company Overview

Hoverstate is a digital consultancy with offices in California, Texas, Utah and Italy specializing in Health and Life Sciences. We focus on: delivering customer-centric transformation and innovative digital products, forward-thinking technology strategies, leveraging compliant technologies, developing rock-solid code, testing our products with a robust QA team/automation, then backing it all with marketing support. If there is a problem to be solved in the digital space, Hoverstate can solve it.

Since 2008, Hoverstate has counted world-renowned health insurance and life sciences companies among our roster of clients. Our focused expertise keeps our clients on top of changes in policy, privacy rules and usability for their customers. Our mission is to continually create best-in-class user experiences through our robust design and testing practices, backed by some pretty impressive feats of technology, to bring this slow-to-innovate sector into the 21st century.Hoverstate + Pega: A Long History. Hoverstate has been a Certified Pega partner since 2013. Every day we leverage Pega?s adaptable architecture to deliver applications to our clients in record time while creating outstanding user experiences with meaningful business results. Thanks to our extensive experience, and proven ability to execute Pega projects the "Pega Way", we were chosen as one of the first Pega Ventures funded partners in 2017. That means we have the full backing and endorsement of Pegasystems.

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