Customer Success Specialist

1 week ago

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

At Trella Health, we are dedicated to our mission of fostering significant advancements in the healthcare sector. Since our inception, we have been expanding our team, enhancing our solutions and services, and entering new markets.

Position Overview

Our Customer Success Managers are vital in ensuring the satisfaction and retention of both new and existing clients throughout their journey. You will oversee the health of accounts and work to maintain strong relationships with key stakeholders.

Your role will involve:

  • Managing a portfolio of clients to drive retention and growth.
  • Understanding the business challenges faced by clients and aligning Trella Health's capabilities to meet their needs.
  • Facilitating a positive customer experience that enables clients to successfully implement their success plans.
  • Handling customer renewals and expansion orders to achieve net retention objectives.
  • Coordinating implementation sessions with consultants to confirm business goals and establish initial success strategies.
  • Identifying potential risks to client success and collaborating with the account team to mitigate these risks.
  • Building relationships with stakeholders to encourage advocacy for Trella Health across the healthcare continuum.
  • Gathering and analyzing customer feedback to better understand their business challenges.
Qualifications

The ideal candidate will possess:

  • Experience in Customer Success or Account Management, particularly in a B2B SaaS context.
  • A background in the healthcare technology sector 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 history of managing customer relationships from onboarding through renewal.
  • Technical proficiency to grasp complex concepts related to our products and client requirements.
  • Strong problem-solving skills with a customer-centric approach.
  • Excellent communication and relationship management abilities.
  • Proficiency in Client Success and Sales software.
  • A willingness to engage with clients on-site as needed.
Equal Opportunity Employer

Trella Health is committed to equal opportunity in employment. All candidates will be considered 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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