Associate Account Manager

At Talkspace, we are committed to fostering a diverse, equitable, inclusive, and belonging-centered workplace where everyone can thrive while making a difference in mental health. Want to help over two million people receive quality mental healthcare? Come join our mission of getting therapy in the hands of everyone!

We are looking for an experienced Associate Account Manager to join our team. The Account Manager is responsible for building and maintaining strong relationships with key stakeholders with clients, ensuring they have a smooth and positive experience with Talkspace services. They act as a point of contact for existing accounts: providing exceptional service, addressing client needs, and resolving issues. In addition to supporting accounts, this is a heavily cross functional role: this person will be the main liaison between the Account Management team and internal matrix partners collaborating extensively with the Implementation, Sales, Marketing, Revenue Cycle Management and Product teams to ensure alignment. The role requires maintaining detailed records and reporting on account performance, providing actionable insights to senior leadership to drive client success. To work at Talkspace, you need to be as passionate as we are about our work, and excited to partner with us on delivering quality mental healthcare.

This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC.

What You’ll Do

• Client Relationship Management
  ○ Develop and maintain strong relationships with key stakeholders at clients, ensuring high customer satisfaction and retention.  
  ○ Serve as the main point of contact for existing accounts, providing exceptional service and support to meet their needs.  
  ○ Regularly engage with clients to understand their evolving business needs and mental health goals.  
• Internal Collaboration
  ○ Serve as the main liaison between the Account Management team and the Payor Success team: coordinating cross-team efforts, sharing insights, and driving consistent partner  engagement and resolution.  
  ○ Work closely with the Sales, Marketing, and Product teams to ensure alignment on client needs, feedback, and product offerings.  
  ○ Provide valuable feedback to the product and engineering teams on customer preferences, challenges, and opportunities for new features.  
  ○ Collaborate with the Revenue Cycle Management and Finance teams on claims resolution and collection opportunities.  
• Account Growth & Retention
  ○ Drive account growth by identifying upsell and cross-sell opportunities for additional services and products.  
  ○ Lead quarterly business reviews (QBRs) with clients to demonstrate value, discuss key metrics, and identify opportunities for expansion.  
  ○ Ensure contract renewals and prevent churn by proactively addressing client concerns and ensuring continued success with Talkspace services.  
  ○ Manage and lead ongoing annual rate increases.  
• Client Onboarding & Implementation
  ○ Collaborate with the Implementation and Customer Success teams to ensure seamless onboarding for new clients, helping them launch Talkspace’s services successfully.  
  ○ Monitor client engagement and utilization, providing recommendations for increasing adoption and ensuring a smooth experience.  
• Reporting & Analytics
  ○ Maintain detailed records of client inter