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HHAeXchange is a leading technology platform for home and community-based care, transforming healthcare by connecting patients, providers, and organizations. The Commercial Project Manager will lead product implementations, driving client engagement and ensuring customer success. This role serves as a primary contact and trusted advisor throughout the implementation process. It is a hybrid position, requiring two days onsite per week in Minneapolis, New York City, or Washington D.C. The manager will guide new customers through onboarding, build strong relationships, and ensure successful product utilization.

Manager, Customer Success

<p class="my-4 text-gray-700 leading-relaxed">HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.</p><p class="my-4 text-gray-700 leading-relaxed">The Commercial Project Manager is responsible for leading and executing on HHAeXchange product implementations with the goal of driving client engagement and ensuring customer success. This position will serve as our customers' primary contact, trusted advisor, and senior resource throughout their implementation process.</p><p class="my-4 text-gray-700 leading-relaxed">This is a hybrid position. Team members located near to Minneapolis (Bloomington), New York City, or Washington D.C. are expected to work onsite two days per week to support collaboration and engagement.</p><p class="my-4 text-gray-700 leading-relaxed">To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Essential Job Duties</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Lead a high volume of new customers through the HHAeXchange Enterprise onboarding process through comprehensive planning and engagement activities with the goal of getting customers up and running quickly and effectively. Collaborate closely with sales, product, client success teams to ensure alignment with client objectives and overall team and organizational goals.</li><li class="leading-relaxed">Build strong relationships with customers, serving as a leader and trusted advisor to develop a deep understanding of customer needs to ensure successful configuration and to drive product utilization and adoption.</li><li class="leading-relaxed">Establish project teams and develop and execute project management best practices, methodologies, processes, and tools with the goal of ensuring maximum customer success and a best-in-class onboarding experience.</li><li class="leading-relaxed">Ascertain customer business and system needs to make tactical planning recommendations. Collaborate with solutions team as necessary to work in partnership on complex customer needs to develop workflows.</li><li class="leading-relaxed">Facilitate product training and configuration sessions for customers, and act as system subject matter expert. Act as a liaison to both internal and external stakeholders to communicate client needs and better support customers when necessary.</li><li class="leading-relaxed">Regularly communicate customer product and process feedback to Team Lead to improve and resolve system performance and configuration issues. Communicate internal configuration and system resolution requests to Team Lead for escalation.</li><li class="leading-relaxed">Adopt process changes to improve the customer onboarding process by promoting efficiency, automation, and increased quality.</li><li class="leading-relaxed">Proactively mitigate client risk and ensure timely internal escalations following internal risk process and SOP.</li><li class="leading-relaxed">Complete administrative responsibilities including but not limited to Salesforce account documentation, customer meeting minutes, Outlook calendar management, and PTO coverage planning.</li><li class="leading-relaxed">Continue garnering a greater understanding of HHAeXchange’s software applications and business solutions via Product Release notes, Product Beat Webinars, and adhering to internal WorkRamp training and certificate requirements.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Other Job Duties</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Other duties as assigned by supervisor or HHAeXchange leader.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Travel Requirements</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Travel up to 10%, including overnight travel</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">Required Education, Experience, Certifications and Skills</h3><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Bachelor’s degree</li><li class="leading-relaxed">5+ years of experience within project management, preferably in software implementation in a client-facing capacity</li><li class="leading-relaxed">Strong knowledge of the healthcare industry</li><li class="leading-relaxed">Strong understanding of project methodology (Waterfall, Agile etc.) and knowledge of PMBOK Framework</li><li class="leading-relaxed">Working experience with MS Project or similar project management tool</li><li class="leading-relaxed">Excellent team leadership skills and the ability to prioritize/self-direct as needed</li><li class="leading-relaxed">Proven track record of delivering projects on time and within agreed upon scope</li><li class="leading-relaxed">Ability to work on a team and lead others as required to complete projects</li><li class="leading-relaxed">Excellent verbal, written and interpersonal communication skills</li><li class="leading-relaxed">Must be a quick study and have the ability to work under minimal supervision</li><li class="leading-relaxed">Ability to travel to customer sites to deliver on-site services if required</li><li class="leading-relaxed">Strong project management skills and ability to prioritize activities</li><li class="leading-relaxed">Ability to build strong relationships with customers and internal team members</li><li class="leading-relaxed">Highly engaging and collaborative style in working cross-functionally</li><li class="leading-relaxed">Demonstrates excellent communication, listening, and decision-making skills</li><li class="leading-relaxed">Strong understanding of customer and market dynamics and requirements</li><li class="leading-relaxed">Quick learner who thrives in a dynamic and fast-paced environment</li><li class="leading-relaxed">Proficient with MS Office Suite: (Excel, Word, PowerPoint and Outlook</li><li class="leading-relaxed">PMP certified, preferred</li></ul><p class="my-4 text-gray-700 leading-relaxed">The base salary for this US-based, full-time, and exempt position is $80,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.</p><p class="my-4 text-gray-700 leading-relaxed">This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.</p><p class="my-4 text-gray-700 leading-relaxed"><em>HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.</em></p>

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