Enterprise Customer Success Manager

3 weeks ago

Doral, United States Direct Recruiters Full time

Client Summary:

Empower patients and physicians to enhance health outcomes through an innovative platform for proactive patient care.

Enable healthcare organizations to remotely manage chronic conditions and deliver personalized patient experiences.

Cultivate a culture of teamwork, innovation, mutual respect, and equity.

Advocate for prevention over treatment, inspired by personal experiences with the shortcomings of modern healthcare.

Ensure every patient receives timely and appropriate care, regardless of their condition or status.

Prioritize empathy and place the patient at the forefront of all initiatives.

Foster a familial environment where collective success is celebrated, irrespective of scale.

Emphasize ownership and empathy in all aspects of work, recognizing the profound impact on real patients' lives.

Position Responsibilities:

Deploy, configure and design functional workflows for entities with various locations/regions and/or specialities.

Lead remote and onsite workflow sessions to develop an understanding of client-current state processes and familiarize clients with this company.

Ability to effectively communicate at all levels of the organization; including executive and c-level executives.

Drive adoption and utilization of features, functions and services within assigned accounts through a proactive focus on increasing customer health and ensuring that customers are working toward achieving their desired outcomes;

Collaborate with Sales, Product, Support, Patient Operations, and other internal teams to facilitate seamless customer/patient on-boarding, ensuring a smooth ‘go-live’ and overall positive experience as the customer begins their journey

Sustain business growth by helping clients fully maximizing patient eligibility requirements to increase value

Host periodic calls and quarterly business reviews (QBRs) to examine customer progress toward milestones, identify risk factors, and suggest areas of optimization and improvement

Lead ongoing product trainings for clients on new features and functionality

Handle and resolve client request, needs, and complaints quickly and positively

Consistently update customer health and notes in relevant systems

Minimize client churn through exceptional service and experiences

Communicate client feedback and requests that aid in product design and development

Be a product expert and understand the platform inside and out

Leverage the knowledge of the platform to make impactful and strategic suggestions to clients on how to better leverage our solution

Identify and close opportunities for expansion and upsell

Embody the company’s core values of lead with empathy, have an entrepreneur mindset, be agile and embrace change, and have an attitude of gratitude

Experience & Skills: Required Experience and Qualifications:

7+ years of experience in Customer Success Role and/or Project Management required

Experience managing large enterprise customers

Proven expertise in the Healthcare industry

Demonstrated experience working with high--tier customers, ideally $1.2M+ annual contract value

History of working closely with senior stakeholders within the HealthCare environment

Ability to build value-based customer relationships, show strong empathy for customers and show a passion for revenue and growth

Strong communication and presentation skills

Adaptable in the midst of a rapid-change, rapid-growth remote, startup environment

Great team player who can work well within the team and collaborate cross-functionally, especially in a remote environment

Preferred Experience and Qualifications:

Bachelor's degree- preferred

Proficient user of Zoom, Google suite, Slack, Zoho, and/or Salesforce a plus

Compensation $120k-$180k,

Medical, Dental, Vision, Life Insurance, Paid Time Off, Career Advancement Opportunities, and the Ability to Work Remotely #J-18808-Ljbffr

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