Account Coordinator

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 interactions, engagement metrics, and progress using CRM software. ○ Monitor account health metrics and proactively address any issues to ensure client satisfaction and continued success. ○ Report on account performance and provide actionable insights to senior leadership. Performs other related duties as assigned. About You 1+ years of experience in account management, client success, or sales, with a focus on Payor accounts. Experience in B2B2C mental health-related industries is highly preferred. Excellent communication and interpersonal skills with the ability to build trust and rapport with senior-level executives. Strong project management and organizational skills, with the ability to manage multiple accounts and projects simultaneously. Experience with CRM software (Salesforce, HubSpot, etc.) and data-driven decision-making. Results-oriented with a passion for delivering value to clients and driving business growth. Proactive, self-motivated, and able to work independently in a fast-paced environment. Empathetic and customer-focused, with a genuine interest in improving mental health outcomes for those we serve. Benefits Comprehensive Medical, Dental and Vision plans coverage Pre-tax benefits: HSA/ FSA 401k Retirement Savings Program with matching up to 4% Voluntary benefits including disability, basic life or pet insurance, etc. Monthly Wellness Stipend to promote mental and physical self-care Flexible PTO and Remote First Environment Regular team events, including Wellness Workshops and Team Building Events Free access to Talkspace products for you and one household member, as well as access to a friends and family discount! Compensation At Talkspace, we believe that pay transparency during the interview process is a critical part of diversity, equity, and inclusion. Our salary bands are based on internal and external compensation benchmarks, which we regularly evaluate to ensure we pay competitively. The base salary range for this role is between $60,000 - $70,000. Within the salary bands, leveling corresponds to each candidate’s relevant experience, skills as assessed during the interview process, education, and applicable certifications. Why Talkspace? Talkspace is the world’s leading online therapy company, serving over 2 million users looking to begin their wellness journey through tele-health. According to the World Health Organization, close to 1 billion people worldwide live with a mental disorder, and on average more than 75% with mental, neurological, and substance use disorders receive no treatment for their condition at all. Additionally, one-third of the world’s population – 2 billion people – live in countries that spend less than 1% of their health budgets on mental health. Therapy is an universal need and it's our mission here to change the world by cultivating an intentional space for people to feel supported through quality care that is simple and accessible. Combining our passion for innovation along with our desire to help others overcome the stigma behind “getting help,” we are transforming the way patients find the right care provider, making an otherwise impossible feat easily conquerable. Our network of licensed, accredited, and board-certified clinicians are increasing access to mental health for our members through a myriad of high quality therapy services: anytime and for a fraction of the price. Dedicated to our mission, we are looking for candidates that want to bring their talents into a diverse “for purpose” space. If you’re equally as passionate about making quality mental healthcare accessible to all then Talkspace is the right place for you! EQUAL OPPORTUNITY EMPLOYER Talkspace welcomes and celebrates talent from all backgrounds, perspectives, and walks of life to foster an innovative and diverse workforce. We encourage you to apply, even if you don’t meet every qualification or if your path has been nontraditional — such as not completing a formal degree program, taking a career break, or having a prior criminal record — if you believe you could make a great addition to this team. Come as you are and learn about the exciting opportunities on our team. Individuals seeking employment at Talkspace are considered without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law. How do we define Diversity, Equity, Inclusion, and Belonging at Talkspace? Diversity Diversity encompasses the unique attributes of our employees as individuals. We value and embrace the richness arising from their varied backgrounds, perspectives, and experiences, which include, but are not limited to, age, ability, ethnicity, gender, race, and cultural background. Equity Equity refers to a fair and impartial workplace, aiming to ensure equal growth and advancement opportunities for all employees. This involves amplifying underrepresented voices, addressing unconscious biases, and providing inclusive, culturally competent mental health care. Inclusion Inclusion signifies the practice of granting equal access to opportunities and resources for all employees, particularly those who might otherwise be excluded or marginalized. It ensures that everyone feels a sense of belonging, value, support, and respect as an individual. Belonging Belonging reflects the affinity and positive relationships that develop among employees from diverse backgrounds when businesses actively promote diversity, equity, and inclusion in the workplace.