Customer Onboarding Consultant, Enterprise

Clerri•Chesterbrook, PA

20h•Hybrid

About The Position

At Clerri, we’re a team of builders, believers, and bold thinkers driven by one mission: to remove the barriers between patients and providers through memberships that improve access to care and help practices thrive. Simply put, we bring care closer. Backed by a smart platform and a thoughtful team, we deliver the most trusted solution in the market. As an Enterprise Onboarding Consultant, you will be responsible for implementing successful membership plans for our new enterprise customers. A successful and seamless implementation is critical to establishing the long-term success of an account. The ideal candidate will be able to consult with decision makers in a meaningful way while being tenacious enough to ensure they execute on a plan to implement best practices and hit set goals. This role also requires extensive collaboration with cross-functional teams including sales, customer success, marketing, and product to ensure a seamless Implementation experience. This position will report directly to the Implementation Team Lead.

Requirements

Minimum of 4 years of successful enterprise customer Implementation, implementation, or customer success experience in a SaaS company.
Successfully implemented/onboarded large enterprise accounts.
Experience consulting and communicating with director-level and above customers.
Solid understanding and experience in customer-facing project management.
Proven track record of leading large projects with intricate or evolving requirements.
Demonstrated ability to guide and support delivery teams, coordinate activities, innovate, continually seek improvements in delivery quality and standards, and apply critical thinking to ensure customer-centric solutions.
Successful track record of helping customers adopt new technology/processes/tools, etc.
Exceptional relationship-building skills and a passion for helping customers be successful (even when it gets tough!).
Advanced knowledge of CRM tools, Salesforce is preferred.
Legally authorized to work permanently in the US without employer sponsorship.
Bachelor’s degree in any field.

Nice To Haves

Self-starter with the ability to “figure it out” but not afraid to ask questions.
Energized by ambitious goals and love pushing the boundaries of what’s possible.
Extremely organized and thrive in a macro management environment.
Like to test, tweak, and try again.
Believe in delivering real value, not just checking boxes.
Playing hard and working harder while treating others with respect and dignity.

Responsibilities

Implement successful membership plans with new enterprise accounts.
Collaborate with account executives to ensure a successful customer handoff.
Understand customer objectives and pain points to better consult with groups and ultimately increase product adoption & customer value.
Consult with decision makers on pricing and plan creation to meet their expectations & our internal best practices.
Evaluate and consult on fee schedules to determine appropriate pricing and structure for multi-site membership plans in different localities.
Build and execute strategic implementation plans for customers to meet and exceed expected goals.
Collaborate with internal P&E and customer IT teams on successful integration into practice management systems.
Conduct technical training for stakeholders and users to ensure ease of use of the platform.
Effectively manage time to stay on pace with the Account Plan Timeline and launch date.
Manage cross-functional team activities to ensure deadlines are being met.
Take ownership of customer delivery, efficiency, and quality, managing issues, and customer concerns for optimized execution.
Champion practice success by coaching key stakeholders on how to effectively communicate their plan offerings for successful patient adoption.
Proactively engage in conversations with key stakeholders & users to understand their challenges and how our product and services can solve them.
Provide leadership and hold both the customer and internal team accountable for delivering projects on time, and with high quality to ensure customer satisfaction.
Meet or exceed membership plan activation, customer product utilization, and Implementation KPI goals.
Collaborate with Enterprise Customer Success Manager during Implementation to track specific account goals, identify potential roadblocks and ensure consistent communication with stakeholders.
Find solutions to unique requests or questions.
Monitor underperforming accounts and provide guidance to overcome roadblocks to get them back on the road to success.
Advocate for the customer company-wide to ensure their needs are top of mind when developing new releases to the Clerri platform.
Create materials and develop solutions for practices alongside internal teams.