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Customer Success Manager, Illinois

HHAeXchange
Remote, USA
Full-time
Mid · 3+ years experience
Remote
USD 95000-115000 yearly / year
Discovered 1 months ago
SaaSSalesforceMS Office Suite

Full Job Posting

  • 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 duties as assigned by supervisor or HHAeXchange leader
  • Travel 10-25%, including overnight travel
  • 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

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