Senior Customer Success Manager

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🏖️ New Jersey, Pennsylvania – Remote

🏖️ New Jersey – Remote 🔔 Pennsylvania – Remote

💵 $95k - $120k / year

⏰ Full Time

🟠 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

• 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

🎯 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 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

🏖️ Benefits

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