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Customer Engagement Manager, Athelas
2 months ago
About Athelas
Athelas is dedicated to transforming healthcare by leveraging AI and automation to enhance the provider-patient connection throughout the care continuum. Our innovative solutions aim to alleviate the burdens faced by healthcare professionals, allowing them to focus on what truly matters: patient care.
Role Overview
We are seeking a dedicated and personable Customer Success Manager to join our dynamic team. In this pivotal role, you will be instrumental in ensuring the success and satisfaction of our clients throughout their entire journey with us.
Key Responsibilities
- Cultivate and sustain robust relationships with clients, acting as their primary liaison for all post-sale initiatives.
- Gain a deep understanding of client objectives and challenges, crafting tailored strategies to help them achieve their goals through our offerings.
- Collaborate with cross-functional teams, including product management, sales, marketing, and support, to drive customer success and satisfaction.
- Develop and implement customer success plans that align with client objectives, ensuring value and return on investment.
- Monitor and assess customer success metrics, such as adoption, retention, and expansion, identifying opportunities for enhancement.
- Advocate for clients internally, providing valuable feedback to product management and other teams to meet customer needs.
- Address customer escalations promptly and effectively, ensuring timely resolution of issues.
- Conduct regular business reviews with clients to maintain alignment and foster ongoing success.
- Travel may be required up to 40%.
Qualifications
- 1-2+ years of experience in a customer success or account management role, ideally within a SaaS or subscription-based model.
- Practical knowledge of working with healthcare systems or complex delivery frameworks.
- Familiarity with CRM and customer success tools, such as Salesforce.
- Exceptional communication and collaboration skills, with a talent for building strong relationships with clients and internal teams.
- Strong problem-solving abilities, capable of identifying client challenges and devising innovative solutions.
- Understanding of customer success metrics and key performance indicators, including adoption, retention, and expansion.
- Ability to manage multiple projects and priorities in a fast-paced, evolving environment.
- A mindset geared towards learning and growth.
Why Athelas?
- Join a high-performing team recognized for its rapid growth and innovation in the healthcare technology sector.
- Be part of a mission-driven organization that is revolutionizing healthcare delivery through technology.
- Enjoy competitive benefits, including unlimited PTO, comprehensive medical, dental, and vision coverage, and generous parental leave policies.
At Athelas, we are committed to fostering a diverse and inclusive team. We welcome applicants from all backgrounds and experiences, believing that great talent can come from anywhere.
