Customer Success Specialist

1 week ago

Atlanta, Georgia, United States Trella Health Full time
About Trella Health

At Trella Health, we are dedicated to driving impactful transformations in the healthcare sector. Since our inception, we have consistently expanded our team, refined our solutions, and ventured into new markets while broadening our customer reach.

Position Overview

As a pivotal member of our Customer Success team, you will oversee the health and retention of customer accounts, ensuring they derive maximum value from our offerings.

Your role will involve establishing strategic partnerships with key stakeholders within our client organizations, guiding them in understanding our solutions and the benefits they provide.

Key Responsibilities
  • Manage a portfolio of clients to enhance retention and growth metrics.
  • Gain in-depth knowledge of common business challenges faced by clients and align Trella Health's capabilities to meet their needs.
  • Facilitate a tailored customer experience that empowers clients to implement their success strategies effectively.
  • Oversee customer renewals and expansion initiatives to achieve net retention objectives.
  • Coordinate implementation sessions with consultants to confirm business objectives and develop initial success plans.
  • Identify potential risks that may hinder clients from achieving their goals and collaborate with the account team to mitigate these risks.
  • Build and nurture relationships with stakeholders to foster advocacy for Trella Health across the healthcare continuum.
  • Gather and analyze customer feedback to better understand their business challenges.
Qualifications

The ideal candidate will possess:

  • Experience in Customer Success or Account Management, ideally in a B2B SaaS context.
  • Background in the healthcare technology sector is highly desirable.
  • Familiarity with Post-Acute Care or HME/Infusion providers.
  • Experience analyzing healthcare claims data.
  • Knowledge of data integrations, claims, and EHR systems.
  • A passion for value-based care and healthcare policy.
  • A proven track record of managing customer relationships throughout the lifecycle, from onboarding to renewal.
  • Technical proficiency to comprehend product specifications and customer requirements.
  • Empathy and dedication to understanding and meeting customer needs.
  • Strong creative, strategic, analytical, organizational, and interpersonal skills.
  • Excellent verbal and written communication abilities.
  • Capability to manage relationships at various organizational levels to build trust and resolve conflicts.
  • Proficiency in Client Success and Sales software for relationship management and order processing.
  • Willingness to engage with clients on-site as needed.
Equal Opportunity Commitment

Trella Health is an equal opportunity employer, ensuring that all individuals receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status as recognized by applicable laws.

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