Senior Customer Success Manager

Job Title: Senior Customer Success Manager

Location: Remote

 

Summary: The Senior Customer Success Manager's primary responsibility is to manage key accounts' needs by acting as a client advisor and advocate. It is a strategic role that strengthens the partnership between the company and client and to retain and grow revenue. They work closely with Sales, Customer Support, Training/Quality, Operations, IT, and Implementation teams, collaborating on product/service solutions and problem resolution as needed. Responsibilities of the Senior Customer Success Manager include but are not limited to regular and consistent client communications, setting proper client expectations, preparing and delivering meaningful weekly touchpoints and Business Reviews, developing creative solutions for client concerns and needs, upselling available tools and solutions to meet client objectives, and effectively executing on promised deliverables. The Senior Customer Success Manager reports directly to the Senior Director of Customer Success.

Responsibilities:

• This individual will work directly with Care XM clients and internal teams to retain and grow key accounts. 
• Responsible for retention and overall relationship management for an assigned number of the company's key accounts
• Strategic account planning that maps out a path for high customer satisfaction, revenue growth and client referrals
• Work closely with healthcare professionals, having familiarity with clinical terms, processes, and procedures
• Deep knowledge and understanding of all products, tools, and services offered by Care XM
• Deep understanding of all internal programs and technology systems used to fulfill job responsibilities
• Act as a trusted advisor and advocate
• Occasional travel to support client relationships and/or sales team
• Prepare and deliver informed Quarterly Business Reviews using internal systems and secure portals to prepare reports from available client data
• Coordinate and collaborate with multiple internal teams (Sales, IT, Implementations, etc.) to assure overall solid and consistent delivery of service to clients 
• Lead and facilitate resolution of any client issue, change, or enhancement
• Proactively work with clients to introduce and implement enhancements of services, when applicable
• Create meeting agendas, document meeting notes and client communications and develop creative solutions within a set scope of available options
• Communicate effectively with all internal teams regarding client changes and/or updates
• Act as liaison between clients and internal teams
• Frequent and effective contact with clients, particularly during periods of implementing upgrades/changes to account 
• Operate as a subject-matter expert (SME) for best practices and policies, at all times
• Upsell products/services to existing clients to build revenue, working toward the assigned revenue goal
  
  
  

Qualifications:

• Bachelors' Degree with 3+ years of large account management experience OR 5+ years of sales and/or account management experience required
• Previous experience working in the healthcare industry required, knowledge of post acute space is strongly preferred
• Sales experience is strongly preferred
• Strong relationship development and management skills
• Experience utilizing strategic account management practices
• Excellent communication skills (oral, written & presentation)
• Ability to quickly learn key characteristics of new products/solutions and communicate the value of those solutions to customers
• Excellent problem-resolution skills
• Ability to develop and maintain relationships with C-Level executives
• Ability to establish oneself as a trusted advisor
• Capable of working both independently (self-motivated) as well as collaboration with various teams
• Ability to lead a diverse group in addressing customer needs (from clinicians and operators to C-Suite)
• Highly motivated and results-oriented
• Previous experience using Salesforce as the project reporting tool and forecast method preferred
• Ability to occasionally travel to support customers and/or industry conferences
  
  
  

Things You'll Love About Us

• Great Company Culture.  
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position. 
• Rest and Relaxation- 2 weeks paid time off, paid holidays and two floating holidays.  
• Give back.  Get paid to give your time to the community: ask us about this! 
• Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location. 
• Generous benefits package includes health insurance, 401K, PTO, dental, vision, life insurance, EAP.
  
  
  

 

Excellent opportunities to grow from within and be a part of a fantastic team!

 

CareXM is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.