Senior Client Success Manager

Role Overview

• Manage client satisfaction of our enterprise clients through exceptional service resulting in client retention and expansion
• Strategically drive adoption of specific products and features within the Phreesia solution, growing our footprint and ensuring maximum business benefits for the client
• Grow revenue by identifying clients that have the opportunity for add on/upsell products, demonstrate those products, implement them, then present ROI
• Master Phreesia’s technical product functionality to provide expert consulting on workflow and develop custom client solutions
• Partner with client executives and key business leaders to present Executive Business Reviews remotely or onsite
• Proactively address client risks based on product usage trends and key performance indicators to minimize churn
• Collaborate with Phreesia teams, including Market Development, Support, Product Management, Client Services and Sales, to address customer issues
• Resolve escalations, raising to senior leadership when appropriate
• Be a client advocate while capturing client feedback and reporting and prioritizing requests to our Product Management team
• Coordinate internal account team effort and develop best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Own and drive change management process and actively help to gain buy-in from peers on new initiatives.

Requirements

• Bachelor's degree required
• 6+ years experience in client success and/or account management with strategic or enterprise customers
• SaaS or Healthcare Technology experience preferred
• Experience generating opportunities and/or upselling to book of business required
• Strong drive to grow current customers via add on, up sell, and expand activities
• Confident, high energy, self-motivated, detail oriented, and a true team player
• Ability to prioritize multiple demands in a fast-paced and dynamic environment
• Ability to work with customers to understand their needs and develop custom solutions
• Superior leadership, influence, interpersonal communication, presentation, meeting facilitation, and telephone skills
• Skilled at anticipating and solving problems
• Ability to own and drive internal process improvement initiatives.

Benefits

• 100% Remote work + home office expense reimbursements
• Competitive compensation
• Flexible PTO + 8 company holidays
• Monthly reimbursement for cell phone + internet + wellness
• 100% Paid 12-week parental leave to our U.S. employees, as well as a generous parental benefit to our employees in Canada
• Variety of insurance coverage for people (and pets!)
• Continuing education and professional certification reimbursement
• Opportunity to join an Employee Resource Group.