Enterprise Customer Success Manager

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Requirements:

• Bachelor’s degree required.
• Strong empathy for customers and passion for revenue and growth.
• Experience working in fast-paced growth environments.
• Proven success in client growth, retention, and satisfaction.
• Effective at leading and facilitating executive meetings and managing client expectations.
• Excellent storyteller using data and best practices, as well as an attentive listener.
• Solution-oriented attitude, strong attention to detail, resourceful, and a strong ability to multitask.
• Superior internal/external customer service and strong collaboration skills.
• Early adopter of tools to streamline workflows.
• CRM experience (HubSpot preferred).
• Ability to travel as needed to be on-site with key customers or attend important industry events.
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities.

Responsibilities:

• Own the ongoing client relationship for our top ECP customers. Embed yourself in their organization and operations as a trusted thought partner.
• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle.
• Responsible for proactive communication and ownership of the commercial relationship with our enterprise and upper mid-market customers (including renewals, pricing and licensing changes).
• Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities.
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth.
• Hold QBRs with key stakeholders that measure value delivery to prevent churn and secure expansion and renewals.
• Be a product expert, able to understand what our product can and can’t do, and why, and help customers use our product to solve pain points.
• Establish yourself as a trusted advisor to foster long-term partnerships with key customer stakeholders and in the market. Attending and presenting at key industry events (ex. Conferences) is expected.
• Ensure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI.
• Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives.
• Increase company revenue through identifying and developing opportunities to upsell customers.
• Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting.
• Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams.
• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns.
• Ability to learn new technologies and communicate those concepts to customers of varying degrees of technical expertise.
• Partner with customers to develop new case studies and other sales and marketing resources.