Torch Dental
Manager, Account Management
Torch Dental, New York, New York, us, 10261
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of healthcare providers by simplifying supply ordering, providing transparent pricing, and modernizing a previously outdated ordering process.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 theManager 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 targetsMust have a history of delivering strong client retention, renewal and upselling results, and a focus on providing referrals to the sales organizationExperience working with SMBs and high-volume account managementMust be patient, empathetic, and have excellent verbal and written communication skillsMust 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 necessarySelf-motivated, diligent, and can inspire a team to do the sameA team player, who has experience in building internal alignment, cross-functional relationships and successfully influencing others to accomplish shared goalsData driven - able to structure and process qualitative or quantitative data and draw insightful conclusions from itOrganized, detail-oriented, able to manage multiple projects and tasksWilling to have challenging conversations when necessary, holding team members accountable to delivering for their clients and our organizationAbout You:
Location Requirement: Must be able to work hybrid in Austin, Texas or NYC3+ years team management experience, especially with a remote/hybrid teamPrevious experience training and developing a results-oriented team with a focus on retention, renewal and upsell2+ years of experience as an individual contributor AM or a similar client-facing role with a high-growth B2B businessExperience using Salesforce and CSM toolsBonus: Experience with the dental or healthcare industryKey Responsibilities:
You and your team members will consistently exceed targets related to customer retention, renewal, upselling, and number of referralsHire, enable, develop, and retain AM talent and fostering a results-driven culture of collaboration, accountability, and empowermentCreate playbooks, training documents and administer training to up-skill the teamServe as the primary escalation point for customers regarding account issues, coordinating across internal teams to ensure issue resolution is completed in a timely mannerWork 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 loyaltyWork with the Product Team to provide customer feedback and translate them into products and featuresInnovate on modern solutions - use data to guide customer segmentation and serve clients at scale across their lifecycleYear One Deliverables:
Build a high-functioning AM team by team upskilling and coaching; and leveraging input metrics to understand team productivityCo-build account retention strategy with team leaders to repeatable tactics for handling client renewal and reduce attrition activitiesYou will be able to point to 3 product features and say you (and your team) have contributed to its creation or optimizationBy the end of year 2, success looks like going on a 2-week vacation with minimum impact on the account management functionBenefits:
401k benefits with SlavicUnlimited paid time off (PTO)Maternity and Paternity leaveMedical and dental coverage with AetnaWork from home stipendCommuter benefits for hybrid employeesFully stocked pantry and fridge for hybrid employees
$110,000 - $130,000 a year
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.
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 theManager 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 targetsMust have a history of delivering strong client retention, renewal and upselling results, and a focus on providing referrals to the sales organizationExperience working with SMBs and high-volume account managementMust be patient, empathetic, and have excellent verbal and written communication skillsMust 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 necessarySelf-motivated, diligent, and can inspire a team to do the sameA team player, who has experience in building internal alignment, cross-functional relationships and successfully influencing others to accomplish shared goalsData driven - able to structure and process qualitative or quantitative data and draw insightful conclusions from itOrganized, detail-oriented, able to manage multiple projects and tasksWilling to have challenging conversations when necessary, holding team members accountable to delivering for their clients and our organizationAbout You:
Location Requirement: Must be able to work hybrid in Austin, Texas or NYC3+ years team management experience, especially with a remote/hybrid teamPrevious experience training and developing a results-oriented team with a focus on retention, renewal and upsell2+ years of experience as an individual contributor AM or a similar client-facing role with a high-growth B2B businessExperience using Salesforce and CSM toolsBonus: Experience with the dental or healthcare industryKey Responsibilities:
You and your team members will consistently exceed targets related to customer retention, renewal, upselling, and number of referralsHire, enable, develop, and retain AM talent and fostering a results-driven culture of collaboration, accountability, and empowermentCreate playbooks, training documents and administer training to up-skill the teamServe as the primary escalation point for customers regarding account issues, coordinating across internal teams to ensure issue resolution is completed in a timely mannerWork 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 loyaltyWork with the Product Team to provide customer feedback and translate them into products and featuresInnovate on modern solutions - use data to guide customer segmentation and serve clients at scale across their lifecycleYear One Deliverables:
Build a high-functioning AM team by team upskilling and coaching; and leveraging input metrics to understand team productivityCo-build account retention strategy with team leaders to repeatable tactics for handling client renewal and reduce attrition activitiesYou will be able to point to 3 product features and say you (and your team) have contributed to its creation or optimizationBy the end of year 2, success looks like going on a 2-week vacation with minimum impact on the account management functionBenefits:
401k benefits with SlavicUnlimited paid time off (PTO)Maternity and Paternity leaveMedical and dental coverage with AetnaWork from home stipendCommuter benefits for hybrid employeesFully stocked pantry and fridge for hybrid employees
$110,000 - $130,000 a year
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.