Senior Client Manager, Custom Solutions

Who we are

Jellyvision ALEX®, is on a mission to improve lives by helping people choose and use their benefits. We are raising the bar—for benefits and the employee experience (for our employees and those of the customers we serve) – by scaling personalization, compassion and an earnest intent to be helpful in all that we do.

Jellyvision people are a group of creative problem solvers who use good judgment, give each other honest feedback, engage in real debate, and snack frequently. We are curious, hungry, and humble—because we know this is how we’ll continue to make an impact. We’re kind, biased towards action, and sweat the details to create great experiences for those we serve.

We are an inclusive, human-first workplace. Respect and trust for each other are foundational, and our equitable total rewards offerings support the lives and holistic well-being of our unique people. At Jellyvision, expect career experiences that challenge you, empower you to have a direct impact on our mission, and enable you to learn, try, and do while having fun along the way.

What’s the role?

Occasionally, one of our 1600+ customers or partners need help solving a communication problem outside the realm of our standard ALEX products. When this happens, we airlift in our Custom Solutions team to build something beautifully bespoke – from microsites to videos to full-on interactive software.

How do you fit in? You’ll work closely with customers to answer questions, identify pain, and pitch potential solutions. You’ll handle discovery, price screening, and create a proposal for how you might bring your proposed solution to life, and you’ll be ready and rarin’ to track down answers to technical or creative questions along the way. You are, in effect, the face of Custom Solutions throughout the buying process.

Once the gig is in hand, you’ll help get the delivery team up to speed by sharing your findings and making sure everyone feels energized and aligned. If you ever feel stumped about what solution to pitch, you’ll collaborate with these same cross-functional teams to come up with a solution together.

Along the way, you’ll also be doing some (*shhhhh*) secret R&D. The Custom Solutions team often acts as an incubator for our product teams, sniffing out problems that we may want to solve for ALL of our customers instead of just one. When these arise, you’ll work with our product strategy team to see if there’s any “there” there.

You’ll report to our SVP of Customer Success within our Revenue org (while working closely with Revenue, Marketing, and Product teams).

What you’ll do to be successful

• You’ll turn customer interest into closed deals by running a world class, top notch, really just one-of-a-kind creative discovery and pitch process.
• Manage leads, scope work, and perform Oscar-worthy proposal presentations. The pipeline will be diverse and yours to run with.
• You’ll lead customer calls and manage communication throughout the process, providing a clear timeline and deliverable expectations.
• Field questions and elegantly handle objections from customers, constantly proving with words and actions why we’re better than the competition.
• You’ll stay abreast of new products and features being built elsewhere in the company, so you can help identify potential pilot partners within your pipeline.
• Ask all the questions. Identify risks, and minimize dependencies to keep things running smoothly.
• Create engaging (dare we say cheeky?) collateral to help Sales Reps and Account Managers market Custom Solutions to their prospects.
• You’ll execute drafts and manage contracts through the legal and negotiation processes to ensure compliance, thoroughness, and completion, while also assisting in responding to RFPs related to product functionality and technical scope.
• Evaluate technical information requests, coordinate demos, and collaborate with product and marketing teams to work up interesting solutions to customer problems.
• You’ll gather and analyze product feedback, case studies, market targets, and promoters and develop personalized strategies based on Ideal Customer Profiles (ICP)
• We’ll measure your success, and in turn our collective success, by having a deeper understanding of customer needs and retention/growth plans based better meeting those needs.
• Forge strong relationships with teams across Jellyvision, deliver things on time and of the highest quality and continue to push innovation on all fronts.

Experience & skills you’ll need

• 5+ years of experience in an agency Account Manager, Sales Manager, Customer Service Specialist or similar role, preferably with technical experience in a healthcare or enterprise SaaS environment and in a customer-facing capacity. You should speak tech and brand in equal measure.
• Equal parts communication and listening skills. You need to be able to quickly absorb technical details and translate them for customers.
• A relentless drive for continuous improvement, self-learning, and solution exploration.
• Exceptional leadership skills – you know how to co-create a vision and align everyone around it.
• The ability to make quick and confident decisions to keep work moving forward.
• Experience with collaboration tools like Jira, Confluence, Drive, Figma, etc,
• The ability to quickly generate customer-facing collateral including pitches, technical documents, and progress updates.
• History of cross-functional collaboration with sales, marketing, legal, security, product, and technology teams.

Core Competencies

• Communicates Effectively
• Customer Focus
• Decision Quality
• Drives Results
• Persuades
• Strategic Mindset
• Tech Savvy

The Details

• Location: Remote
• Starting Base Salary: $125,000 - $150,000
• Additional Compensation: Commission Eligible

What Jellyvision will give you

Check out our benefits here!

Jellyvision is committed to continuous evolution and to fostering a more diverse and inclusive workplace where everyone is welcomed, valued, and respected. It doesn’t matter your race, ethnicity, religion, sexual orientation, age, marital status, disability, gender identity, sex, or country of origin...we just want amazing people who are willing to grow along with us