Senior Customer Success Manager

🕒 Ontem

🏖️ New Jersey, Pennsylvania – Remoto

🏖️ New Jersey – Remote 🔔 Pennsylvania – Remote

💵 $95.000 - $120.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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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 and serve as the primary day-to-day contact • Ensure client retention through exceptional service and support • Manage challenging client requests, issue escalations, implementation and support gaps, client risks, and contract issues • Identify client business needs, pain points, challenges, and organizational landscapes • Deliver solutions according to customer needs and objectives while meeting customer satisfaction goals • Partner cross-functionally with Product and provide client feedback to leadership • Maintain weekly client communication and document client health through status reports and quarterly reviews • Travel to client sites, conferences, and industry events to represent the company and support projects and business objectives • Lead discovery and tailored product demonstrations for additional HHAeXchange solutions • Maintain industry knowledge and expertise in HHAeXchange products and offerings • Develop trusted-advisor relationships with key accounts, stakeholders, and executive sponsors • Participate in new-hire onboarding and mentoring and manage or mentor a subset of Customer Success Managers • Collaborate with Sales to identify and grow market opportunities • Manage KPIs that drive customer satisfaction, including support metrics, turnaround times, and ticket backlog volumes • Perform other duties assigned by a supervisor or HHAeXchange leader

🎯 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 and creative problem-solving skills • Ability to mentor and coach team members • Detail-oriented, thorough, accurate, and timely task completion • Strong organizational, project management, and multitasking skills • Ability to manage multiple high-priority tasks • Ability to manage high-pressure situations and handle conflict resolution • Proficiency in Salesforce and MS Office Suite • Strong negotiation skills at all management levels • Superb presentation skills and ability to present professionally to clients at varying authority levels • Strong problem-solving and analytical skills • Ability to travel 10–25%, including overnight travel

🏖️ Benefícios

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