Account Manager

About the Role:

As a RealSelf Account Manager, you will be the face of our company and own customer success: developing and retaining our doctor community through effective relationship management. You will drive doctor engagement on our platform, provide strategic guidance on adoption of our product offerings, and guide them to realize value from the investment. You are a goal-oriented self-starter who thrives in a fast-paced environment. You are a natural relationship builder and people person and have a passion for growing your business.

In this role, you will:

• Own the customer’s lifecycle and success with RealSelf, including renewals, engagement, and adoption of RealSelf’s advertising offerings.
• Onboard doctors and make the platform sticky for them: guide them in understanding how to be successful on RealSelf via high touch, concierge experience in the first 90 days of the customer lifecycle.
• Develop a trusted relationship with customer key stakeholders to fully understand your customer's business strategy and measurements for success.
• Evaluate doctor KPIs - engagement on platform, spend, and ROI to understand their success, issues, or opportunities. Create personalized recommendation plans based on their accounts.
• Responsibilities will include working with a doctor to engage and add content to RealSelf, bimonthly account reviews, conflict resolution, technical support, and payment collections.
• Act as an ambassador of the RealSelf mission, brand, and product.
• Monitor customer health and build associated risk mitigation plans.

Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

About You:

You are passionate about customer success and experience. You are always looking for ways to deliver value to your customers. You take pride in your personal brand and the brand we have built at RealSelf. Customers consider you not only a resource, but a direct extension of their business. You are comfortable with ambiguity, quick to adapt to change, and willing to roll up your sleeves and get in the weeds with our high value customers.

You may be the right fit if you have:

• 3 - 5 years of experience in account management, customer success, and/or business consulting, preferably in a B2B SaaS business.
• Preferred experience includes working with small businesses or medical/cosmetic practices, managing online profiles, leveraging content to help clients.
  
• Attention to detail with the ability to project manage, set priorities and stay organized when managing a portfolio of customer relationships.
• Proven track record of growing your customers’ business, with the ability to spot opportunities within your portfolio.
• Ability to clearly frame a value proposition and ask the right questions to be able to overcome objections to gain commitment from your customers.
• Willingness to roll up your sleeves and get in the weeds with our high value doctors.
• Excellent verbal & written communication skills; you enjoy building relationships, engaging in high touch client interaction.
• Required skills: Excel, PowerPoint, and Word.
• Preferred skills: CRM experience with Salesforce highly preferred. Outreach experience, advertising or SEM/SEO sales background, Bilingual in English and Spanish(read, write and speak professionally

Travel:

Not anticipated for this role at this time.

Travel:

Currently, travel is not anticipated for this role

Work Environment:

RealSelf employees work from 26 states in the United States; while we have offices in Seattle, Washington we are a remote-first company.

This fully remote role is open to candidates in most states. Working remotely from a primary residence outside the United States is currently not permitted for this role.

We believe in inclusiveness, equal pay, and giving back. With COVID-19 we have become a more remote and distributed workforce that understands the value of internal connections and collaboration across all teams.

About RealSelf:

RealSelf.com is the leading consumer destination in the $32B US medical aesthetics market. We make the experience of choosing a procedure and connecting with the right doctor easy, personal, and trusted. Since 2006 our authentic reviews, unbiased ratings, and expert answers from board-certified doctors have helped tens of millions of people explore their options, from skincare to laser skin resurfacing to highly considered cosmetic surgery. With the backing of world-class investors, we’re growing RealSelf into a global business with a broad range of services. Come join our super talented and passionate team!

RealSelf values and supports Diversity, Equity, and Inclusion and is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.