Customer Success Manager – Operations

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Establish and nurture relationships with clients by understanding their needs and acting as the primary contact for daily operational matters, including product challenges, market changes, or industry gaps.

• Ensure client retention by delivering outstanding service and support.

• Assist with complex client requests or escalated issues as necessary, collaborating closely with relevant teams to resolve system problems.

• Identify the core business needs, pain points, and challenges faced by clients while gaining insight into their organizational structure.

• Guarantee the timely and effective delivery of solutions that align with customer objectives, aiming to meet and surpass established customer satisfaction targets.

• Collaborate cross-functionally with the product team to ensure continued client success and provide valuable feedback from client interactions to leadership.

• Maintain weekly communication with assigned clients, documenting their health in weekly status reports and quarterly reviews.

• Regularly travel to client locations, industry events, and conferences to represent the company, engage with stakeholders, and ensure successful project execution and business goals.

• Conduct tailored product demonstrations to highlight the value of additional HHAeXchange solutions.

• Stay informed about industry trends, risks, and opportunities while building expertise in HHAeXchange's products and services.

• Develop trusted advisor relationships with key accounts and customer stakeholders, providing on-site guidance as needed.

• Work alongside the sales team to identify and capitalize on market opportunities.

• Address any gaps in implementation, services, support, or client needs.

• Manage a set of KPIs aimed at enhancing customer satisfaction, including support metrics, turnaround times, and ticket backlog volumes.

⛳️ Requirements

• Bachelor's degree is required.

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

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

• Prior experience with a partner ecosystem is advantageous.

• Exceptional verbal, written, and interpersonal communication skills are essential.

• Strong client relationship management abilities with a knack for creatively solving problems to meet client needs.

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

• Detail-oriented, with the ability to complete tasks thoroughly, accurately, and promptly.

• Strong organizational, project management, and multitasking abilities, with a capacity to handle multiple high-priority tasks.

• Capability to effectively manage high-pressure situations and adeptly navigate conflict resolution scenarios.

• Proficiency in Salesforce and the MS Office Suite is required.

• Strong negotiation skills across all management levels, with significant authority in critical situations.

• Excellent presentation and product demonstration abilities, with the capability to engage effectively with diverse audiences and stakeholders.

• Strong problem-solving and analytical skills are necessary.

• Demonstrated understanding of the healthcare industry, particularly in home-based care, is preferred.

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

🏝️ Benefits

• Competitive health plans.

• Paid time off.

• Company-sponsored holidays.

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

• Additional company-sponsored programs.