Senior Customer Success Manager

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

📋 Description

• Develop and nurture client relationships, comprehend client requirements, and act as the main point of contact for everyday operational matters.

• Ensure client retention by delivering outstanding service and support.

• Handle complex client requests and escalations, address implementation and support gaps, manage client risks, and resolve contract issues.

• Identify clients' business needs, challenges, pain points, and organizational context.

• Guarantee 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 regular communication with assigned clients and document client health in weekly status reports and quarterly client reviews.

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

• Conduct discovery sessions and customized product demonstrations for additional HHAeXchange solutions.

• Keep abreast of industry trends, risks, opportunities, products, and offerings.

• Establish trusted-advisor relationships with key accounts, stakeholders, and executive sponsors, providing on-site guidance as necessary.

• Participate in onboarding and mentoring of new hires, and oversee/mentor a select group of Customer Success Managers.

• Work alongside Sales to identify and expand market opportunities.

• Manage KPIs that drive customer satisfaction, including support metrics, turnaround times, and ticket backlog volumes.

• Perform additional duties as assigned.

⛳️ Requirements

• A Bachelor’s degree is required.

• A minimum of 5 years of client service experience is required.

• Experience in managing teams or projects within a matrix environment is essential.

• Background in the healthcare or homecare sector is required.

• Familiarity with SaaS platforms is preferred.

• Experience with a partner ecosystem is preferred.

• Excellent verbal, written, and interpersonal communication skills are necessary.

• Strong client relationship management skills with the capacity to creatively address problems to fulfill client needs.

• Ability to mentor and coach team members, providing guidance as necessary.

• Detail-oriented with the capability to complete tasks thoroughly, accurately, and punctually.

• Strong organizational, project management, and multitasking abilities, adept at managing multiple high-priority tasks.

• Capacity to effectively handle high-pressure situations and manage conflict resolution scenarios comfortably.

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

• Strong negotiation skills at all management levels, with a significant degree of authority in critical situations.

• Exceptional presentation skills, with the ability to present professionally to clients at various levels of authority.

• Strong problem-solving and analytical capabilities.

• Demonstrated knowledge of the healthcare industry, with specific insight into home-based care preferred.

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

• Willingness to travel 25%-50%, including overnight trips.

🏝️ Benefits

• This position is eligible for benefits.

• Competitive healthcare plans are offered.

• Paid time off is provided.

• Company-paid holidays are included.

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

• Other company-sponsored programs may also be included.