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Enterprise Customer Success Manager
1 month ago
nterprise Customer Success Manager Position Overview: As an Enterprise Level Customer Success Manager in the healthcare industry, you will be a key player in ensuring the success and satisfaction of our enterprise-level clients. Your role will involve establishing and nurturing strategic relationships with high-level stakeholders within our customers organizations. Your objective is to deeply understand their unique challenges and goals, to drive the optimal utilization of our solutions and to ensure that WEX is delivering on the customers desired outcomes This position requires a combination of relationship-building prowess, healthcare domain expertise, and technical proficiency. Our customers are the heartbeat of our business, and we’re searching for a Customer Success Manager who will be a trusted partner to our customers and influence positive business outcomes. You will be a consultant to these customers, deeply understanding their businesses and needs in order to maximize the value they get from using WEX. You will serve as the customer’s internal advocate and work closely with product, sales, education, and marketing to ensure the voice of the customer is represented in all we do. Responsibilities Build and nurture strong relationships with key clients, acting as their primary point of contact for strategic guidance and support. Create relationship Maps for all managed customers that define decision makers, influencers, and administrators. Drive and own timely contract renewals Identify upsell opportunities based on customers evolving needs and our product offerings to bring to our Commercial team(s) to help drive sales pipeline Partner with key stakeholders and executives on how best to achieve their business goals, and remove roadblocks where necessary; this can range from product adoption, workflow mapping, community consulting, integration audits, and/or capturing product feedback - create clear, detailed account Success Plans. Collaborate with clients to develop tailored account plans, including milestones, objectives, and success metrics, while continuously monitoring progress and adjusting strategies as needed - all clearly documented and measured within SFDC and/or Gainsight. Proactively identify potential risks to customer satisfaction and retention, quantify and develop mitigation plans to address issues before they impact the client's success. Represent the voice of the customer to provide data driven insights to the product and development teams, contributing to continuous improvement and innovation. Collaborate with sales, marketing, product, and support teams to ensure a cohesive and unified approach to the customer experience. Develop an extensive understanding of our healthcare products and services, effectively articulating their advantages and relevance to clients. Deliver training and guidance to healthcare clients on the optimal utilization of our offerings, sharing best practices and strategies. Qualifications 5+ years of relevant work experience in customer-facing customer success, account management or strategic consulting roles. Must have relevant healthcare industry expertise, with a deep understanding of healthcare operations and challenges. Strong communication and interpersonal skills that inspire both our clients and your teammates, and the ability to convey concepts to both technical and non-technical audiences. Strategic thinker with the ability to understand clients' business challenges and proactively identify opportunities for value creation. Proven experience in driving customer retention and expansion. Strong problem-solving acumen and adept negotiation skills. Proficiency in data analysis and interpretation, with the ability to leverage insights for strategic decision-making. Familiarity with CRM systems and tools specific to customer success (Salesforce and Gainsight) Attributes Deep empathy and a commitment to delivering exceptional experiences for customers Strategic mindset with the capability to align our solutions with the long-term goals of our customers Active listener who can understand and address the unique concerns of customers. Results-oriented attitude with a focus on both client success and the growth of our healthcare business. Collaborative team player who thrives in cross-functional environments, ensuring healthcare clients' comprehensive needs are met. Join our team as an Enterprise Level Customer Success Manager in the healthcare industry, and contribute to the advancement of healthcare organizations through the effective utilization of our solutions. Your expertise and dedication will play a vital role in building enduring partnerships with influential players in the healthcare sector. #J-18808-Ljbffr
