Customer Adoption Manager

3 months ago

Framingham, United States Definitive Healthcare, US Full time

At Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow's healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where to go next.

Our employees are kind, collaborative, energetic, approachable and driven. On top of that, we value the unique perspectives, backgrounds and voices of our employees. Why? Because their diverse experiences drive new ideas and help us build a better community.

For over 10 years, we've built a collaborative culture driven by employees who share a passion for improving the healthcare ecosystem, enjoy giving back to the local community and value diversity and inclusion.

One of the hallmarks of our culture is our commitment to community service. Through the DefinitiveCares program, employees can work with their choice of more than 40 charitable organizations, supporting causes from hunger and homelessness to healthcare, LGBTQ+ issues, racial justice, women's initiatives and more. 2021 marked the sixth year that we had 100% employee participation in DefinitiveCares.

We also provide a range of opportunities for employees to connect with each other. Employees can join any of our employee run affinity groups supporting causes such as women's empowerment, LGBTQ+, Black, indigenous and people of color (BIPOC), disabilities and working parents and potential for many more. Affinity groups often enable greater education companywide through training, events and speaker series.

We're also a great place to work. For five years in a row, we've been recognized by the Boston Business Journal and the Boston Globe as a best place to work in Massachusetts. In 2022, Energage recognized us for Culture Excellence in Compensation & Benefits, Innovation, Great Leadership, Purpose & Value and Work-Life Flexibility

Think you'd be a good addition to our team? Explore our available positions here. We'd love the chance to get to know you.

As a Customer Adoption Manager, you will be an important part of Definitive Healthcare's Value Delivery team, critical to the overall customer lifecycle and to customer retention and satisfaction. You'll work with the Customer Success Manager and Account Teams to actively support customers in adopting and maximizing the value of the product in order to reduce churn. You may also be assigned as the relationship owner to some accounts during the onboarding phase, supporting clients during their initial integration with the Definitive Healthcare software and services.

What you'll do

  • Proactively monitor a variety of performance indicators across the customer base.
  • Design plays and programs to get users "back on track" when an area of risk in a specific customer or an entire customer cohort is identified.
  • Identify and track success metrics for each project and report weekly on each project's status.
  • Work cross-functionally with Customer Success Managers, Account Executives/Managers, and other members of the team to deliver the right live training, e-learning, workshops, or documentation to increase client engagement and product adoption.
  • Work with manager to prioritize requests from the team with self-identified projects.
What you'll need
  • 1-4 years of experience in a customer-facing role for a technology company (preferably SaaS).
  • Strong analytical skills and the ability to think creatively to identify and solve problems.
  • Proven success in managing multiple competing priorities.
  • Exceptional communication/writing skills, and the ability to speak up, share ideas, and solicit & incorporate feedback.
  • Highly proficient in Microsoft Excel, comfortable with Salesforce and PowerPoint.
  • Experience with data analysis software (Tableau, MS Power BI, etc.) and ChurnZero a plus
  • Customer-first mentality; ability to empathize and build customer relationships.
  • Coachable, open to feedback and dedicated to constant self-improvement.
Why we love Definitive, and why you will too
  • Industry leading products
  • Work hard, and have fun doing it
  • Incredibly fast growth means limitless opportunity
  • Flexible and dynamic culture
  • Work alongside some of the most talented and dedicated teammates
  • Definitive Cares, our community service group, gives all of us a chance to give back
  • Competitive benefits package including great healthcare benefits and a 401(k) match

What our Employees are saying about us on Glassdoor:

"Great Work atmosphere, great work life balance, excellent company to work for, amazing top notch product, incredible customer service, lots of tools to help you succeed."

-Business Development Manager

"Great team. Amazing growth. Employees are treated very well."

-Research Analyst

"I have waited 36 years to work at a dream job for a dream company and I am so happy to have finally got there."

-Profile Analyst

If you don't fit all of these qualifications, but believe you're still a great fit, feel free to apply and tell us why in your cover letter.

If you are a California, Colorado, New York City or Washington resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request.

Definitive Hiring Philosophy

Definitive Healthcare is an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, religion, age, gender, gender identity, sexual orientation or any other status. If you're interested in working in a fast growing, exciting working environment - we encourage you to apply

Privacy
Your privacy is important to us. Please review our Candidate Privacy Notice which tells you how we use and process your personal information

Please note: All communications regarding the hiring process at Definitive Healthcare will come directly from one of our corporate recruiters or coordinators with an @definitivehc.com email address. We will never request any money transfer or purchase of equipment with a promise of reimbursement. If you receive any suspicious communications, please reach out to careers@definfitivehc.com to confirm your status in the application process.

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