Manager, Account Management

Job Description

About Us:

Torch Dental is a rapidly growing start-up whose mission is to improve the lives of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process. Torch is targeting the $100+ billion office-based healthcare supply industry, starting with dental practices. Our innovative e-commerce software platform streamlines healthcare professionals’ procurement process and secures the best prices for products.

We are a close‑knit team that enjoys working together every day to solve real‑world problems. We obsess over customer satisfaction, promote a strong bias for action, encourage team members to engage in impactful work, and foster a one team culture. Our goal is to create better solutions to help healthcare professionals succeed, and we are looking for people like you to help bring this vision to life.

Your Impact:

As the Manager of Account Management, you will be leading a team of Account Managers (AM) to drive portfolio customer retention, renewal and measurable growth. You will be responsible for developing and coaching your team on best account management practices to ensure your team is positioned to hit and exceed quota. While leading the team, you will have the opportunity to make a significant impact as we build out and refine our customer retention, renewal and account expansion playbook and processes. 

What we are looking for:

• A results-driven professional with a committed focus on exceeding expectations of monthly revenue targets
• Must have a history of delivering strong client retention, renewal and upselling results, and a focus on providing referrals to the sales organization
• Experience working with SMBs and high-volume account management
• Must be patient, empathetic, and have excellent verbal and written communication skills 
• Must be willing to lead from the front – willing to get in the trenches, learning the business from the ground up, and getting on the phones with your AMs and customers when necessary
• Self-motivated, diligent, and can inspire a team to do the same 
• A team player, who has experience in building internal alignment, cross-functional relationships and successfully influencing others to accomplish shared goals
• Data driven – able to structure and process qualitative or quantitative data and draw insightful conclusions from it
• Organized, detail-oriented, able to manage multiple projects and tasks
• Willing to have challenging conversations when necessary, holding team members accountable to delivering for their clients and our organization

About You:

• Location Requirement: Must be able to work hybrid in Austin, Texas or NYC
• 3+ years team management experience, especially with a remote/hybrid team
• Previous experience training and developing a results-oriented team with a focus on retention, renewal and upsell
• 2+ years of experience as an individual contributor AM or a similar client-facing role with a high-growth B2B business 
• Experience using Salesforce and CSM tools
• Bonus: Experience with the dental or healthcare industry

Key Responsibilities:

• You and your team members will consistently exceed targets related to customer retention, renewal, upselling, and number of referrals
• Hire, enable, develop, and retain AM talent and fostering a results-driven culture of collaboration, accountability, and empowerment 
• Create playbooks, training documents and administer training to up-skill the team
• Serve as the primary escalation point for customers regarding account issues, coordinating across internal teams to ensure issue resolution is completed in a timely manner
• Work collaboratively across other customer-facing teams (Sales, Onboarding, Customer Experience) to develop repeatable strategies and playbooks to drive product adoption and expansion, value realization and customer loyalty
• Work with the Product Team to provide customer feedback and translate them into products and features
• Innovate on modern solutions – use data to guide customer segmentation and serve clients at scale across their lifecycle

Year One Deliverables:

• Build a high-functioning AM team by team upskilling and coaching; and leveraging input metrics to understand team productivity
• Co-build account retention strategy with team leaders to repeatable tactics for handling client renewal and reduce attrition activities
• You will be able to point to 3 product features and say you (and your team) have contributed to its creation or optimization
• By the end of year 2, success looks like going on a 2-week vacation with minimum impact on the account management function

Benefits:

• 401k benefits with Slavic
• Unlimited paid time off (PTO)
• Maternity and Paternity leave
• Medical and dental coverage with Aetna
• Work from home stipend
• Commuter benefits for hybrid employees
• Fully stocked pantry and fridge for hybrid employees

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.