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Senior Customer Success Manager

2 months ago

Boston, Massachusetts, United States 1upHealth Full time

We pride ourselves on delivering exceptional value and unparalleled customer experiences. As a Senior Customer Success Manager, you will be responsible for ensuring the successful adoption and optimization of our products, driving long-term customer value and developing relationships with key stakeholders. This role requires a proactive, results-driven individual with a deep understanding of customer success best practices and a passion for enhancing the customer journey.

In this role, you'll get to:

  • Lead a portfolio of customers and work cross functionally with our Account Management, Services, Support, Product and Engineering teams to manage relationships, set expectations and support day-to-day operations in ensuring that our customers drive business success with their 1upHealth investment.
  • Analyze customer data and feedback to identify trends and opportunities for improvement.
  • Own the identification of key customer needs as well as renewal and expansion opportunities, translate them to internal tasks, and execute.
  • Maintain a high level of client engagement, satisfaction and loyalty, as measured by customer health score and associated team level KPIs.
  • Own customer communications to meet mutually agreed goals, including but not limited to, strategic business reviews, driving operational touchpoints, and creating and maintaining Success Plans.
  • Partner with the 1upHealth Product team to identify new features and requirements based on customer feedback; communicate product roadmap and internally advocate for the voice of the customer.
  • Articulate and/or escalate the customers' business requirements, key architecture considerations and/or issues to Support, Product, and Engineering teams.
  • Develop strong relationships and collaborate with your team of Customer Success Managers, Account Managers, Implementation Managers, and Support Engineers to ensure customers have an optimal experience and achieve their desired outcomes
  • Work closely with Account Management and Marketing teams to identify and capitalize on upselling and cross-selling opportunities, and to develop effective customer advocacy programs
  • Bring your great ideas and experience to help us build an enterprise-class customer success practice

We are looking for people who have:

  • 7+ years of Customer Success Management experience managing usage of technology/software solutions in a healthcare or healthcare technology setting, Healthcare industry domain expertise, including robust knowledge of at least one of the following: value-based care, electronic medical records, quality programs, health information management, and/or insurance markets (Commercial, Medicare and/or Medicaid)
  • Experience in both internal and external training and development initiatives, enhancing team knowledge on customer-related issues, and educating customers on product features and best practices
  • Data-driven, strategic thinking skills with experience analyzing and synthesizing information and then leveraging that insight to drive customer engagement, actions, and improvements
  • Track record of effective client engagement as measured by customer LTV impacts
  • Strong interpersonal and verbal, written, and presentation skills, ability to communicate clearly and persuade, and influence internal and external stakeholders
  • Experience in working across the full lifecycle of customer success post-sales (implementation, adoption, product training, renewals, opportunity identification, and account management)
  • Ability to distill complex technical concepts into tailored communication for internal and client stakeholders
  • Skilled in conflict resolution and advanced problem-solving, capable of handling escalations and resolving complex customer relationship issues
  • High degree of proficiency in CRM and modern SaaS CS tools
  • Experience with SQL, and data visualization tools, e.g. Tableau or PowerBI
  • Prior start-up experience helpful: enthusiasm and ability to excel independently in a fast-paced, and evolving environment with a "get it done" attitude

We have a strong preference for:

  • Experience in SaaS delivery and engagement models
  • Experience in healthcare interoperability specific to Payer systems (claims, enrollment, provider data, etc.)
  • Ability to engage effectively with Regulatory and Compliance stakeholders within healthcare payer organizations

This position may require up to 25% travel to customer and internal business meetings.

Security Alert:

1upHealth only uses email domains of First Name. Last or no- to communicate with prospects. You will never receive an email from a third-party email service such as gmail. In addition, we will never ask a candidate for employment to share personal information (such as banking information, social security numbers, passport, etc), purchase their own equipment, or pay to apply to an open position.


About 1upHealth

At 1upHealth, our mission is to unlock health data and improve industry outcomes. As leaders in FHIR interoperability, our platform makes it easier for partners to access, integrate, aggregate, and share data across a variety of systems. 1upHealth is building a data ecosystem to promote the digital transformation of the industry and encourage insight-driven healthcare.

We are proud to announce that we have been named 2022 Best Places to Work in the Small Company and Best Paying Company categories by Built In Boston.

Benefits

100% Paid BCBS Medical and Dental Insurance for Employees

Vision Insurance

Unlimited PTO

Equity

401(k)

Home Office Stipend

Commuter Stipend

Wellness Reimbursement

Parental Leave (16 weeks for birthing parents, 6 weeks for non-birthing parents)

Company Meetings with Free Lunch