Customer Success Manager

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $95k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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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

• Serve as the primary point of contact for designated HHAeXchange clients from implementation through the live environment • Consult clients on best practices for leveraging the SaaS solution and offer additional products/services when needed • Collect and measure key metrics to evaluate client success and business impact • Build and maintain client relationships and ensure client retention through exceptional service and support • Assist with challenging client requests and issue escalations, working cross-functionally to resolve system issues • Identify client business needs, pain points, challenges, and organizational landscape • Ensure timely and successful delivery of solutions according to customer needs and objectives • Partner with Product and provide client feedback to leadership • Maintain weekly client communication and document client health through weekly status reports and quarterly client reviews • Travel to client sites, conferences, and industry events to represent the company and engage stakeholders • Lead tailored product demonstrations for additional HHAeXchange solutions • Develop trusted-advisor relationships with key accounts and provide on-site guidance as required • Collaborate with Sales to identify and grow market opportunities • Manage KPIs including support metrics, turnaround times, and ticket backlog volumes

🎯 Requirements

• Bachelor’s degree required • 3+ years of client service experience required • Experience with healthcare/homecare industry preferred • Experience with SaaS platforms/operational software 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 work collaboratively and independently in a dynamic, fast-paced environment • 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 • Negotiation skills at all management levels • Excellent presentation and product demonstration skills • Strong problem-solving and analytical skills • Understanding of the healthcare industry; home-based care understanding preferred • Passion for customer satisfaction and desire to succeed • Ability to travel 10–25%, including overnight travel

🏖️ Benefits

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