Senior Customer Success Manager

🕒 Agosto 31

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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👻 Score fantasma 17%

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HHAeXchange

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2008

🏥 Saúde

💼 Consultoria

📦 Logística

💰 Private Equity Round em 2021-09

Healthcare • Consulting • Logistics

HHAeXchange é uma solução abrangente de software para cuidados domiciliares que conecta diferentes partes interessadas na indústria de cuidados domiciliares, incluindo prestadores, programas estaduais de Medicaid, organizações de cuidado gerenciado (MCOs) e cuidadores. Oferece uma plataforma que garante eficiência, comunicação, transparência e conformidade na gestão de serviços de cuidados domiciliares. Com ferramentas para EVV (Electronic Visit Verification), faturamento, folha de pagamento, agendamento e um aplicativo móvel para cuidadores, o HHAeXchange melhora os resultados do cuidado e a eficiência operacional. A plataforma é segura e escalável, integrando várias funções de negócios para melhor visibilidade e eficiência, e é projetada para apoiar iniciativas de cuidados baseados em valor. O HHAeXchange visa simplificar a prestação de serviços de cuidados domiciliares, reduzir erros e melhorar as experiências dos cuidadores.

Descrição

• Build and maintain client relationships, understand client needs, and serve as the primary point of contact for day-to-day operational items • Ensure client retention through exceptional service and support • Manage challenging client requests and issue escalations, implementation and support gaps, client risks, and contract issues • Uncover clients’ business needs, pain points, challenges, and organizational landscape • Ensure timely and successful delivery of solutions according to customer needs and objectives • Partner cross-functionally with Product and provide client feedback to leadership • Maintain weekly communication with assigned clients and document client health in weekly status reports and quarterly client reviews • Travel to client sites, conferences, and industry events to represent the company and engage stakeholders • Lead discovery and tailored product demonstrations for additional HHAeXchange solutions • Stay updated on industry knowledge, risks, opportunities, products, and offerings • Develop trusted-advisor relationships with key accounts, stakeholders, and executive sponsors, offering on-site guidance as required • Participate in new-hire onboarding and mentoring, and manage/mentor a subset of Customer Success Managers • Collaborate with Sales to identify and grow market opportunities • Manage KPIs driving customer satisfaction, including support metrics, turnaround times, and ticket backlog volumes • Perform other duties as assigned

🎯 Requisitos

• Bachelor’s degree required • 5+ years of client service experience required • Experience overseeing teams or projects in a matrix environment • Experience with healthcare or homecare industry required • Experience with SaaS platforms preferred • Experience with a partner ecosystem preferred • Excellent verbal, written, and interpersonal communication skills • Strong client relationship management skills with the ability to creatively solve problems to meet client needs • Ability to mentor/coach team members and provide guidance as needed • Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner • Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks • Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios • Proficiency in Salesforce and MS Office Suite • Strong negotiation skills at all management levels with a high measure of authority in critical situations • Superb presentation skills and the ability to professionally present to clients at varying levels of authority • Strong problem-solving and analytical skills • Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred • Passion for customer satisfaction with a great desire to succeed • Travel 25%-50%, including overnight travel

🏖️ Benefícios

• This is a benefits-eligible position • Competitive health plans • Paid time-off • Company paid holidays • 401K retirement program with a Company elected match • Other company sponsored programs

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