Future Opportunities - Customer Success Managers

View full description

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.