Future Opportunities - Customer Success Managers
T
Trella HealthHealthcare technology
United States, Philippines
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- Data AnalysisElasticSearchCommunication SkillsAnalytical SkillsCollaborationAccount ManagementCustomer Success
Requirements
- Prior experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment.
- Experience within the healthcare tech industry is highly preferred.
- Familiarity with Post-Acute Care or HME/Infusion providers.
- Experience with healthcare claims data analysis.
- Exposure to data integrations, claims, and EHR.
- Passion for value-based care and healthcare policy.
- Proven track record of owning customer relationships from 'new to renew', including onboarding, adoption, expansion, and renewal.
- Must be tech-savvy to understand technical concepts around our product and our customer’s requirements.
- Passion and empathy to understand customers and deliver to their needs.
- Strong creative, strategic, analytical, organizational, and relationship skills.
- Strong verbal and written communication skills.
- Ability to effectively manage customer relationships at various levels to foster trusting partnerships and navigate conflict if needed.
- Proficiency in Client Success and Sales software to manage relationships and price, quote, and book orders.
- Willingness to work with customers on-site and travel up to 10%.
Responsibilities
- Own a book of business to drive retention and growth rates.
- Develop a comprehensive understanding of typical business challenges faced by customers and map Trella Health capabilities to address their needs.
- Engage customers in an appropriate experience that allows them to effectively execute their success plan.
- Manage customer renewal and expansion orders for attainment of net retention goals.
- Facilitate implementation kickoffs with our implementation consultants that confirm business goals and outline an initial success plan.
- Identify risks to customers achieving their stated business goals and collaborate with their account team on how to best mitigate risks.
- Foster relationships with stakeholders that lead to advocacy for Trella Health across the care continuum.
- Collect and summarize customer feedback with a focus on understanding the customer’s business problem.
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