Customer Success Manager

Job Description: • 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. Requirements: • 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 Benefits: • competitive health plans • paid time-off • company paid holidays • 401K retirement program with a Company elected match • other company sponsored programs Apply tot his job