Senior Customer Success Manager

1 month ago

Madison, Wisconsin, United States Findhelp, A Public Benefit Corporation Full time
About the Role

We're seeking a highly skilled Senior Customer Success Manager to join our team at Findhelp, A Public Benefit Corporation. As a key member of our customer success team, you will be responsible for building and maintaining strong relationships with our clients, driving product adoption, and ensuring their success with our platform.

Responsibilities
  • Proactively engage clients to drive product adoption and optimal product experiences
  • Develop and maintain relationships with key customer champions, including Executive Sponsor, Project Manager, and Technical Lead
  • Manage client and project communications, leading the project plan and sharing best practices on how customers can mobilize findhelp's functionality
  • Track customer usage metrics and respond to any customer deployment or product issues
  • Create and deliver Executive Business Reviews on a quarterly cadence
  • Take ownership of technical issues, responding in a timely manner, and working with cross-functional teams to document problem resolution steps
  • Manage escalations and expectations for both the client and internal personnel
  • Take ownership of the entire onboarding process for each client
  • Facilitate a smooth hand-over from sales to service
  • Create and manage the scope and timeline of rollout, alongside customer expectations
  • Train customer's staff and relevant partners on how to use findhelp's suite of tools
  • Create and share materials to support internal and external marketing
  • Advocate for the customer, champion their success, drive renewals and expansions
  • Drive usage throughout customer organizations, including growing usage across teams, departments, and the adoption of product features to achieve the customer's goals
  • Collaborate with the Customer Success team to build a thriving department and foster the overall success of findhelp and the people we serve
  • Advocate for the ongoing needs and goals of the customer internally, gathering feedback from customers and understanding how to meet them where they are and help them get where they want to go
Qualifications
  • Possess a strong desire to use your job and mind to make the world a better place for people in need
  • BS/BA degree or equivalent
  • 7+ years of experience in account management, customer success, project management, with a significant experience managing large enterprise accounts for healthcare or health plan organizations
  • Experience with technology and the ability to learn new technologies quickly; direct experience with SaaS application support requirements
  • Customer-focused, enthusiastic, positive, and service-oriented
  • Experience with social determinants of health and healthcare; interest in organizational innovation, social enterprise, community organizations, and governmental groups
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Skilled at problem-solving, decision making, negotiations, and the ability to navigate challenging situations in a professional manner
  • Superior communications skills (presentation, written, and verbal) and demonstrated ability to communicate/present effectively at all levels of the organization, including the C-suite
  • Ability to travel to some customer locations
About Findhelp

We're changing the way people connect to social care. At findhelp, we've built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them on their journey, and track your impact in a fast and reliable way. Our industry-leading social care network includes more than half a million local, state, and national programs that serve every ZIP Code in the country, from rural areas to major metropolitan centers.

We're headquartered in Austin, Texas, and have been enabling healthcare, government, education, and other organizations to connect people with the social care resources that serve them, with privacy and security, since 2010. As a mission-driven organization, we're focused on creating a positive impact by connecting people in need to the programs that serve them with dignity and ease. Powered by our proprietary technology that enables people to find the resources available in their area, we've helped millions of Seekers find food, health, housing, and employment programs.

Perks at Findhelp
  • 401k & stock options
  • Free food and onsite gym at our Austin HQ
  • Paid parental leave
  • Competitive PTO & 10 paid holidays
  • Health, dental, and vision insurance
  • Pet-friendly office with attached dog park at our Austin HQ
  • 24/7 access to telemedicine and counseling
  • Book Purchasing Program
We're Building a Diverse, Inclusive Team

You're welcome here. We want everyone to be able to easily connect to the help they need, and we want our teams to reflect and represent our communities. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all Company policies, without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin or ancestry, physical and mental ability, political affiliation, race, religion, creed, sexual orientation, socio-economic status, veteran status, or any other protected class, in accordance with applicable laws. Accommodations are available for applicants with disabilities.

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