Senior Customer Success Executive
4 days ago
Accolade is a leading healthcare technology company that provides personalized healthcare experiences to millions of people and their families. Our mission is to help every person live their healthiest life by connecting them to the right care at the right time.
Role OverviewWe are seeking a visionary Customer Success Executive to join our team. As a key member of our leadership team, you will be responsible for developing and implementing a customer-centric success strategy that aligns with our company objectives. You will collaborate with cross-functional teams to ensure an exceptional customer experience throughout the customer lifecycle.
Key Responsibilities- Develop and implement a segmented, customer-centric success strategy that aligns with Accolade's objectives.
- Collaborate with sales, implementation, product, operations, and other teams to ensure an exceptional customer experience.
- Build and nurture strong relationships with internal key stakeholders across our government solutions, health plans, and consultant strategy business lines.
- Lead the evolution of the customer success function, driving customer satisfaction, retention, and growth for both customers and the customer success team.
- Manage customer relationships, ensuring outstanding satisfaction and unwavering loyalty, and maintain strong partnerships with associated consultants.
- Introduce and guide clients through Accolade's product roadmap, championing the adoption of new features and best practices.
- Drive contract renewals and expansions, maximizing revenue opportunities.
- Recruit, train, and mentor a high-performing customer success team, including VPs, directors, and CSEs.
- Establish clear performance expectations, providing continuous coaching and feedback.
- Cultivate a positive, collaborative, and customer-focused culture within the team.
- Implement a comprehensive sales/support enablement practice to ensure ongoing team development.
- Bachelor's degree in Business, Healthcare, or a related field; Master's degree preferred.
- At least 15 years of professional experience in health services, employer health benefits, health benefits consulting, health management consulting, wellness solutions, or related fields.
- A minimum of 5 years of proven success in a senior leadership role within customer success, account management, or a similar function.
- Proven expertise in managing customer relationships, achieving high levels of customer satisfaction and retention.
- Established credibility and influence in the employee benefits space, with the ability to leverage this both internally and externally.
- Strong financial acumen, with experience in negotiating and driving revenue growth.
- In-depth knowledge of best practices for using Salesforce or other Customer Relationship Management (CRM) software.
- Comprehensive medical, dental, vision, life, and disability benefits.
- HDHP medical plan with generous employer contributions towards an HSA.
- 401(k) Retirement Plan with matching employer contributions.
- Open Time Off.
- Generous Holiday Schedule + 5 floating holidays.
- 18 weeks of paid parental leave.
- Subsidized commuter benefits programs.
- Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger.
- 1 Volunteer days per year.
- Employee Stock Purchase Plan (ESPP) w/ employee discount.
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