Sr. Customer Success Manager
New
H
HHAeXchangeHealthcare Technology
Pennsylvania / New JerseyFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementSalesforceMicrosoft Office SuiteMentoringNegotiationSaaSClient relationship management
Requirements
- Bachelor’s degree.
- 5+ years of client service experience.
- Experience overseeing teams or projects in a matrix environment.
- Experience with healthcare or homecare industry.
- Experience with SaaS platforms (preferred).
- Experience with a partner ecosystem (preferred).
- Strong client relationship management skills.
- Ability to mentor/coach team members.
- Strong organizational, project management, and multitasking skills.
- Proficiency in Salesforce and MS Office Suite.
- Strong negotiation skills at all management levels.
- Ability to travel 10-25%.
Responsibilities
- Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items.
- Ensure client retention through delivery of exceptional service and support.
- Manage challenging client requests and issue escalations, address gaps in implementation, and mitigate client risks.
- Uncover true business needs and pain points to ensure successful delivery of solutions meeting customer objectives.
- Partner cross-functionally with product teams and provide client feedback to leadership.
- Maintain weekly communication, document client health, and conduct quarterly client reviews.
- Represent the company at client sites, conferences, and industry events.
- Lead discovery and product demonstrations to show value of additional solutions.
- Manage and mentor a subset of Customer Success Managers and assist with new hire onboarding.
- Collaborate with the sales team to identify and grow opportunities within the market.
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