Sr. Customer Success Manager, Pennsylvania/New Jersey

HHAeXchange is the leading technology platform for home and community-based care. We are seeking a Sr. Customer Success Manager to join our growing team, who will serve as the point person for designated clients, focusing on client retention and relationship management.

Responsibilities:

• 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
• Responsible for managing challenging client requests and issue escalations, addressing gaps in implementation and support, and mitigating client risks and contract issues
• 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 discovery and 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, and executive sponsors, offering on-site guidance as required
• Play an active role in new hire onboarding and mentoring, as well as manage/mentor a subset of Customer Success Managers (CSMs)
• 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

Requirements:

• Bachelor's degree required
• 5+ years of client service experience required
• Experience overseeing teams or projects in a matrix environment
• Experience with healthcare or homecare industry required
• Excellent verbal, written, and interpersonal communication skills
• Strong client relationship management skills with the ability to creatively solve problems to meet client needs
• Ability to mentor/coach team members and provide guidance as needed
• 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
• Strong negotiation skills at all management levels with a high measure of authority in critical situations
• Superb presentation skills and the ability to professionally present to clients at varying levels of authority
• Strong problem-solving and analytical skills
• Experience with SaaS platforms
• Experience with a partner ecosystem