Enterprise Customer Experience Manager

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

📋 Description

• Act as the primary owner for the relationship, retention, and long-term value of a designated portfolio of enterprise and mid-market clients.

• Develop and uphold account plans that encompass objectives, stakeholders, risks, renewal pathways, and growth prospects.

• Cultivate trusted relationships with customer executives and advocate for the customer's viewpoint within the organization.

• Conduct business reviews that link service performance and measurable value to the strategic priorities of the customer.

• Visit customers on-site as necessary.

• Take ownership of retention and lead the renewal strategy across the portfolio.

• Monitor contract terms and renewal schedules.

• Oversee customer health assessments and respond to indicators of risk.

• Act on customer feedback and translate it into actionable steps.

• Share themes from the portfolio with leadership to guide service design and priorities.

• Identify and pursue growth and expansion opportunities in collaboration with Sales and solution teams.

• Maintain precise records of account health, renewals, relationships, and opportunities.

• Provide input for customer health reviews and leadership reporting related to the portfolio.

• Conduct business reviews and account plans that meet lifecycle standards.

• Work with partner teams to resolve customer issues, lead communications, and escalate unresolved risks with recommendations.

• Success is evaluated based on gross revenue retention, expansion revenue, customer sentiment, renewal preparedness, and accurate reporting.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or client services, including a minimum of 3 years managing enterprise healthcare relationships and renewals.

• Proven track record of retaining and expanding complex, multi-stakeholder accounts, including recovery of at-risk relationships.

• Strong knowledge of healthcare operations and value-based care models.

• Executive presence with the capability to engage in strategic discussions with health system leaders.

• Sound judgment in balancing customer advocacy with the needs of the business.

• Proficient with data, customer health metrics, and CRM tools.

• Experience with clinical services or outcomes-based programs such as RN triage, care management, readmission reduction, or post-discharge services.

• Background in clinical or healthcare operations.

• Must pass a background check, drug screening, and identity verification process prior to employment.

• Guideway Care does not provide immigration or work visa sponsorship.

🏝️ Benefits

• Flexibility for remote/hybrid work (depending on location).

• Comprehensive Personal Time Off program.

• Medical, vision, and dental coverage.

• Health savings accounts.

• Company-sponsored short- and long-term disability insurance.

• Employee assistance program.

• Life insurance.

• Accident insurance.

• Additional voluntary benefit programs for employees and their eligible dependents.

• 401(k) retirement plan with company matching.

• Opportunities for professional growth and development.

• Performance-based variable compensation.