Senior Customer Success Consultant

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

📋 Description

• Assist in designing solutions by understanding business challenges, and recommending approaches and solutions to clients.

• Evaluate customer business issues and create project work plans to accomplish defined project objectives and goals.

• Help clients comprehend how CHESS software addresses their business needs.

• Establish strong relationships with customers and internal CHESS teams.

• Oversee and manage multiple software implementations for clients at different stages of their lifecycle.

• Lead a cross-functional team to ensure project success.

• Organize projects to ensure that milestones, deadlines, and deliverables are achieved.

• Utilize Enterprise Analytics to analyze in-app trends, offer actionable insights, and review results with clients to enhance product adoption.

• Share expertise on CHESS solutions and propose innovative product enhancements.

• Educate team members on new software features with each product update.

• Provide customer training focused on key aspects and functionalities.

• Create training videos and written materials for customers and end-users.

• Travel approximately 15% within the United States to assist customers in person.

⛳️ Requirements

• A bachelor’s degree and a minimum of 1 year of experience in a customer-facing role, including interactions with C-suite and executive stakeholders, is required.

• Experience in the healthcare industry is mandatory.

• At least 5 years of experience in successfully leading teams and managing projects for large-scale implementations of at least one solution, while overseeing multiple customer implementations and creating project work plans to reach defined objectives, is required.

• A minimum of 1 year of experience in supervising workloads, training, and mentoring direct reports and/or peers and stakeholders is required.

• Capability to rapidly gain a comprehensive understanding of new solutions and technologies.

• Exceptional written and verbal communication skills.

• Ability to collaborate effectively, foster strong relationships, and lead teams in a matrixed environment.

• A creative, innovative, resourceful, self-motivated strategic thinker who excels in a fast-paced setting, navigates ambiguity, and maintains urgency.

• Familiarity with payer health plans, patient engagement, referral management, behavioral health, social services, and/or care management is advantageous.

• Capability to work remotely from a dedicated home office within the United States.

• Willingness to travel approximately 15% within the United States.

• Flexibility to support clients and the business outside of core hours as required.

🏝️ Benefits

• Competitive compensation and benefits package.

• Company-paid health plan option for employees effective from the first day of employment.

• Opportunities to deliver new and innovative solutions to business challenges.

• A collaborative work environment.

• Reasonable accommodations available for individuals with disabilities.