Customer Success Manager

1 Day ago • 3 Years +

Job Summary

Job Description

The Customer Success Manager will act as the primary point of contact for designated HHAeXchange clients, from implementation through the live environment. They will provide guidance on best practices for utilizing the SaaS solution, offer additional products/services, and collect/measure key metrics to assess client success. Responsibilities include building client relationships, ensuring retention, assisting with issue escalations, understanding client needs, delivering solutions, collaborating cross-functionally, maintaining communication, and traveling to client sites. The role involves managing client satisfaction, identifying growth opportunities, and addressing gaps in service. The role also involves travel to client sites, conferences and industry events to represent the company and engage with stakeholders.

Must have:

Build and maintain client relationships
Ensure client retention with excellent service
Resolve client issues and escalations
Understand client needs and challenges
Deliver solutions to meet objectives
Communicate with clients weekly
Travel to client sites and events
Bachelor’s degree is required
3+ years of client service experience
Excellent verbal, written skills

Good to have:

Experience in healthcare/homecare industry
Experience with SaaS platforms/operational software
Experience with a partner ecosystem
Proficiency in Salesforce and MS Office Suite
Negotiation skills
Presentation and product demonstration skills
Problem-solving and analytical skills
Understanding of home-based care
Passion for customer satisfaction

7 skills required

7 skills required for this role

Add these skills to join the top 1% applicants for this job

salesforce

communication

conflict-resolution

saas-business-models

organisational-skills

ms-office

team-management

Job Details

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.

We are seeking a Customer Success Manager to join our growing team. This position will require residing in Pennsylvania or the New York City or Washington DC Metro Areas.

This role will serve as the point person for designated HHAeXchange clients. The Customer Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Customer Success Manager will focus on retaining and growing customer relationships.

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.

Essential Job Duties

Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market
Ensure client retention through delivery of exceptional service and support
Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution
Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape
Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals
Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership
Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives
Lead tailored product demonstrations to show the value of additional HHAeXchange solutions
Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings
Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required
Collaborate with sales team to identify and grow opportunities within market
Address gaps in implementation, services, support and or/client needs
Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

Other Job Duties

Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

Bachelor’s degree required
3+ years of client service experience required
Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software 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
Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
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
Negotiation skills at all management levels with a high measure of authority in critical situations
Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
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

The base salary range for this US-based, full-time, and exempt position is $93,000 - $103,000 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.

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.

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.