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Customer Success Specialist
2 months ago
About Trella Health
At Trella Health, we are dedicated to driving impactful transformations in the healthcare sector.
Position Overview
We are currently seeking skilled professionals to fill the role of Customer Success Manager. This position is vital in ensuring that both new and existing clients receive exceptional support throughout their journey with us, 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.
- Develop a deep understanding of the challenges faced by clients and align Trella Health's solutions to meet their needs.
- Engage with clients to facilitate the effective execution of their success plans.
- Oversee the renewal and expansion processes to achieve net retention objectives.
- Coordinate implementation kickoffs with consultants to establish business goals and initial success strategies.
- Identify potential risks that may hinder clients from achieving their business objectives 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 gain insights into their business challenges.
Qualifications
The ideal candidate will possess:
- Experience in Customer Success or Account Management, preferably in a B2B SaaS context.
- A background in healthcare technology 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 passion for value-based care and healthcare policy.
- A proven track record of managing customer relationships from onboarding through renewal.
- Technical proficiency to understand complex product concepts and customer requirements.
- Strong interpersonal skills to foster trusting partnerships and navigate conflicts effectively.
- Excellent verbal and written communication abilities.
- 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 committed to diversity and inclusion in the workplace. We provide equal employment opportunities to all individuals 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.
