Account Manager, Senior Director
Responsibilities: Direct and oversee all functions related to customer implementation and management of business in the commercial space
● Implementation includes being the primary face to the client, post transaction, and ensuring all required resources and departments within Talkspace are aligned on the same goals, timelines and deliverables to achieve a successful launch. This includes product, technology, communications, network, the clinical team and other areas as needed.
● Client implementations will include Healthplans, for both Behavioral Health and EAP; Employers; and other entities that purchase Talkspace as a population solution- e.g. universities, benefit providers, federal government, etc.
As the primary interface to clients, this will require a clear understanding of business requirements and priorities from the client’s perspective and translating those to action within Talkspace across the various business areas. This may include contracts and collateral implementation, document preparation, review, and negotiation.
A critical success factor for Talkspace and the clients who purchase Talkspace is promoting the offering and raising awareness. This position will be a critical interface for that to happen, working closely with the marketing and product teams and the clients to identify new methods of promotion, training requirements, evaluating the effectiveness of the different approaches and identifying product enhancements that anticipate customer and industry needs.
Ongoing account management will include preparing, analyzing and presenting quarterly reporting (or other frequency agreed to with the client), identifying trends and working collaboratively with the client to promote and position the Talkspace offering as appropriate. This position will require preparation and presentation of annual renewals to clients, including positioning a variety of financial arrangements when beneficial; as well as developing new channels with clients and expanding into new populations (e.g. other divisions within a current healthplan) This role may be required to participate in pre-sale activities, including ‘finalist’ presentation meetings and preparing thoughtful responses to RFPs (or other proposals) on the topics of implementation and account management.
Bachelor's degree in Business or other related field, Master's Degree preferred
7+ years in healthcare in with increasing responsibility, Behavioral healthcare experience preferred
Excellent communication and interpersonal skills
Comfortable in start-up environment and in large corporate settings
Talkspace is leading the way in online messaging based therapy with a mission of making behavioral therapy convenient, accessible and affordable for all. The company was founded in 2012 in the consumer space. Since 2015 Talkspace has been active in the enterprise space, working with employers, healthplans, universities, state, local, and federal government and others. Having experienced significant growth in the enterprise markets, Talkspace is adding to the team of account managers.
The qualified candidate must be highly motivated and energetic and comfortable working in a fast paced startup environment. This account manager role will have direct exposure to senior healthplan executives (large organizations) and will have direct responsibility for implementation of healthplan relationships. Behavioral healthcare and insurance experience is required, as is thorough attention to detail, and ability to implement accounts and maintain ongoing relationships focused on customer satisfaction and continuous improvement. This position is based in New York City and office presence is required at least 70% of the time.