Customer Success Manager

Role Overview

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market
• Ensure client retention through delivery of exceptional service and support
• Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution
• Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape
• Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals
• Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership
• Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
• Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives
• Lead tailored product demonstrations to show the value of additional HHAeXchange solutions
• Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings
• Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required
• Collaborate with sales team to identify and grow opportunities within market
• Address gaps in implementation, services, support and or/client needs
• Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.
• Other duties as assigned by supervisor or HHAeXchange leader
• Travel 10-25%, including overnight travel

Requirements

• Bachelor’s degree required
• 3+ years of client service experience required
• Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
• Experience with a partner ecosystem preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong client relationship management skills with the ability to creatively solve problems to meet client needs
• Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
• Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
• Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
• Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
• Proficiency in Salesforce and MS Office Suite
• Negotiation skills at all management levels with a high measure of authority in critical situations
• Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
• Strong problem-solving and analytical skills
• Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
• Passion for customer satisfaction with a great desire to succeed.

Benefits

• Competitive health plans
• Paid time-off
• Company paid holidays
• 401K retirement program with a Company elected match