Customer Success Manager

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Establish and nurture client relationships, acting as the primary contact for daily operational concerns.

• Promote client retention through outstanding service and support.

• Assist with complex client inquiries and address escalated issues, collaborating with relevant teams to resolve system challenges.

• Recognize clients’ business requirements, challenges, pain points, and organizational environment.

• Ensure the timely and effective delivery of solutions that align with customer objectives and needs.

• Collaborate across functions with product teams and relay client feedback to leadership.

• Maintain weekly communication with clients and document their health in weekly status updates and quarterly reviews.

• Travel to client locations, conferences, and industry events to represent the company and connect with stakeholders.

• Conduct customized product demonstrations for additional HHAeXchange solutions.

• Stay updated on industry trends and maintain expertise in HHAeXchange products and services.

• Foster trusted-advisor relationships with key accounts, providing on-site guidance as needed.

• Work with sales teams to identify and expand market opportunities.

• Address gaps in implementation, services, support, and client requirements.

• Oversee KPIs related to customer satisfaction, support metrics, response times, and ticket backlog volumes.

• Perform additional duties as assigned.

⛳️ Requirements

• Must reside in Pennsylvania or New Jersey.

• A Bachelor's degree is required.

• A minimum of 3 years of client service experience is required.

• Experience in the healthcare/homecare sector is preferred, as is familiarity with SaaS platforms or operational software.

• Background in a partner ecosystem is preferred.

• Exceptional verbal, written, and interpersonal communication abilities.

• Strong client relationship management skills, with a creative approach to problem-solving.

• Collaborative and self-driven, capable of working independently in a fast-paced, dynamic setting.

• Detail-oriented with the ability to execute tasks thoroughly, accurately, and punctually.

• Strong organizational, project management, and multitasking capabilities.

• Ability to manage multiple high-priority tasks effectively.

• Competence in managing high-pressure situations and resolving conflicts.

• Proficiency in Salesforce and the MS Office Suite.

• Negotiation skills at all management levels.

• Excellent presentation and product demonstration abilities.

• Strong analytical and problem-solving skills.

• Proven understanding of the healthcare industry, particularly in home-based care.

• A passion for ensuring customer satisfaction and a strong desire to succeed.

• Willingness to travel 10–25%, including overnight trips.

🏝️ Benefits

• Competitive health plans.

• Paid time off.

• Company-paid holidays.

• 401K retirement program with a company-matched contribution.

• Additional company-sponsored programs.