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Senior Customer Success Professional, Payors
2 months ago
About the Role:
At Stellar Health, our customers are health plans, major health systems, and other risk-bearing entities (e.g., Accountable Care Organizations). Our Customer Success Team is responsible for end-to-end deployment of our programs with our customers after the sales process is complete.
This includes setting up initial program parameters, defining program-level success metrics and strategies to meet and surpass those metrics, designing and deploying tailored initiatives throughout the year to ensure success against our program strategy, and building deep relationships with client stakeholders (both junior and executive level) to convey Stellar Health's impact and facilitate renewal/expansion discussions.
This role is customer-facing and also partners broadly across the full Stellar Health organization, working closely with our integrations, sales, provider operations, and product teams to ensure we are effectively deploying Stellar Health's technology and services.
Senior Customer Success Associates are given high levels of autonomy and own operational activities for customer accounts from end to end, while also supporting activities for larger accounts.
Key Responsibilities:
- Conducting analysis to help define the overall Customer Success strategy for dedicated customers.
- Once this strategy is set, analyzing and monitoring trends in data to ensure we are on track to hit key performance metrics.
- Evaluating customer health - helping uncover root causes for barriers and contributing to strategies to help mitigate risk and identify opportunities for account growth.
- Partnering with our growth team on upsell and renewal strategy, working to strategically expand customer accounts where it makes sense for our business.
- Building trusted relationships with varying seniority levels, internally and externally. Becoming a key point of contact by deploying effective storytelling and prioritization as needed.
- Flexing your data and analytics chops on a regular basis. You should be comfortable using data to understand how customers are performing and which levers may need to be pulled to drive more ROI.
Requirements:
- You have at least 2 years of previous work experience in a customer/client-facing role, with a preference for candidates who have worked in healthcare.
- Strong preference for candidates with experience working with Value-Based Care, Risk Adjustment, or Quality programs.
- You are skilled at customer management and can build relationships as a trusted and respected thought-partner.
- You are able to challenge the customer's thinking through insights and analysis and use data to demonstrate ROI.
- You are experienced in prioritization and project management.
- You are an exceptional communicator, and are able to crisply articulate problems and solutions even when operating under uncertainty.
- You have the ability to balance multiple priorities, communicate roadblocks, and work effectively within a small and nimble team.
- You have strong analytical skills with attention to detail and are able to handle complex data.
- You have a strong interest in healthcare, particularly value-based care, and/or willingness to learn more.
Compensation:
The salary range for this role is $100,000 - $120,000 and will be eligible for an annual performance-based bonus and equity grant.
