Senior Customer Success Manager

🔥 20 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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HHAeXchange

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Private Equity Round on 2021-09

Healthcare • Consulting • Logistics

HHAeXchange is a comprehensive homecare software solution that connects different stakeholders in the homecare industry, including providers, state Medicaid programs, managed care organizations (MCOs), and caregivers. It offers a platform that ensures efficiency, communication, transparency, and compliance in managing homecare services. With tools for EVV (Electronic Visit Verification), billing, payroll, scheduling, and a caregiver mobile app, HHAeXchange improves care outcomes and operational efficiency. The platform is secure and scalable, integrating various business functions for better visibility and efficiency, and is designed to support value-based care initiatives. HHAeXchange aims to streamline homecare service delivery, reduce errors, and enhance caregiver experiences.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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