Customer Success Manager

2 weeks ago


Atlanta, Georgia, United States Trella Health Full time

About Trella Health
At Trella Health, we are dedicated to our mission of driving significant improvements in the healthcare sector.

Opportunity Overview
Our Customer Success Managers are essential in ensuring that both new and existing clients receive the support they need throughout their journey, focusing on account health and retention.

Key Responsibilities
As a Customer Success Manager, you will:

  • Manage a portfolio of accounts to enhance retention and growth.
  • Gain a thorough understanding of the common challenges faced by clients and align Trella Health's offerings to meet their needs.
  • Engage clients in a manner that facilitates the effective execution of their success strategies.
  • Oversee customer renewals and expansion initiatives to achieve net retention objectives.
  • Coordinate implementation sessions with consultants to confirm business objectives and establish initial success plans.
  • Identify potential risks that may hinder clients from achieving their goals and collaborate with the account team to address these challenges.
  • Build relationships with key stakeholders to promote advocacy for Trella Health across the healthcare continuum.
  • Gather and analyze customer feedback to deepen understanding of their business challenges.

Qualifications
The ideal candidate will possess:

  • Experience in Customer Success or Account Management, ideally in a B2B SaaS context.
  • A background in the healthcare technology sector is highly desirable.
  • Familiarity with Post-Acute Care or HME/Infusion providers.
  • Experience in analyzing healthcare claims data.
  • Knowledge of data integrations, claims, and EHR systems.
  • A strong commitment to value-based care and healthcare policy.
  • A proven history of managing customer relationships from onboarding through renewal.
  • Technical proficiency to grasp complex concepts related to our products and client requirements.
  • Empathy and passion for understanding and meeting customer needs.
  • Strong creative, strategic, analytical, organizational, and interpersonal skills.
  • Excellent verbal and written communication abilities.
  • The capability to manage relationships at various organizational levels to foster trust and resolve conflicts.
  • Proficiency in Client Success and Sales software for managing relationships and processing orders.
  • A willingness to travel up to 10% for on-site customer engagements.

Equal Opportunity Employer
Trella Health is an equal opportunity employer, committed to diversity and inclusion in the workplace.



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