Customer Success Manager - Healthcare, Product Team

ECG Management Consultants•San Diego, CA

2h•Hybrid

About The Position

ECG, a leading healthcare consulting firm with over 50 years of experience, is seeking individuals to join its Product Team. The team supports clients and consulting teams by delivering new insights, technology-enabled solutions, streamlined analysis, and intelligence to healthcare organizations. The role involves supporting physician and executive leadership in making critical decisions across various healthcare domains. ECG has established and emerging products in areas like valuation, market analysis, provider compensation, and patient access. The primary goal of this position is to lead and manage subscriber relationships to maximize satisfaction, retention, and revenue growth through product knowledge and industry insights. The ideal candidate will be proactive, adept at multitasking, relationship-building, and learning new solutions.

Requirements

Bachelor’s degree in marketing, business administration, communication, or liberal arts.
Four or more years of experience in customer success, account management, client relationship management, business development, or sales within the technology product sector.
Proven track record of meeting or exceeding customer success and retention targets and driving revenue growth.
Excellent communication, presentation, and facilitation skills.
Strong issue resolution and conflict management skills.
The ability to quickly relate to clients.
Strong problem-solving abilities and excellent professional judgment.
Proficiency in issue resolution and CRM software and tools (Microsoft Dynamics, Salesforce, ServiceNow, Jira, etc.).
Proficiency in Microsoft Word, Excel, and PowerPoint.
Ability to work independently and as part of a collaborative team in a fast-paced, dynamic environment.
Having the permanent legal right to work in the United States is a condition of employment.

Nice To Haves

Healthcare, IT, or SaaS experience is a plus.
Experience specifically with Microsoft Dynamics or ServiceNow is a plus.

Responsibilities

Own subscriber relationships by managing the entire post-sale life cycle, ensuring consistent and proactive engagement to maintain satisfaction and improve or sustain retention.
Lead renewal and renegotiation processes, and renegotiate subscription terms with subscribers, aiming to maximize retention and revenue.
Collaborate on value optimization with subscribers to understand their needs and ensure they fully utilize the features and benefits of their subscriptions to achieve their business goals. Work with the product team to develop meaningful and valuable product enhancements.
Lead and coordinate the onboarding process for new MD Ranger® and RangerFMV subscribers. Where applicable, collaborate with the ECG implementation team on other products. Ensure smooth product setup and integration into customer workflows; conduct training sessions to educate customers on how to use the product(s) effectively; and develop and update onboarding materials, tutorials, and resources to enhance the user experience.
Serve as the primary point of contact for subscriber inquiries, providing expert-level support and resolving issues in a timely and efficient manner. Escalate tier two and tier three issues to the appropriate support teams, and follow up to ensure timely resolution.
Develop and maintain strong, long-lasting relationships with subscribers by consistently delivering value and exceptional service.
Establish a robust feedback loop with subscribers to gather insights on their experience, which will inform product enhancements and customer success strategies.
Meet or exceed subscription-renewal revenue targets by implementing effective account management strategies and identifying upsell and cross-sell opportunities. Coordinate appropriate handoffs to ECG sales or consulting teams.
Continually learn and stay informed about industry trends related to healthcare and SaaS/IT solutions, monitor market activities, and understand competitor offerings to proactively identify opportunities for product enhancements or new product development.
Provide periodic (e.g., monthly) reports to the head of business and product development and other internal stakeholders on subscription revenue, renewal rates, and other key metrics, offering insights and recommendations for improvement.
Track and achieve key performance indicators (KPIs).
Prepare and present reports to project sponsors, senior management, and other customer stakeholders on success initiatives, challenges, and outcomes.
Collect, analyze, and report feedback to internal teams (e.g., product, engineering) to influence product development and feature prioritization.
Advocate for users’ needs with the product team, ensuring user voices are heard in strategic planning and the development of product roadmaps.
Maintain a strong technical understanding of our products.
Continuously expand your knowledge of healthcare and IT industry trends and relevant regulatory changes to better serve our subscribers.
Assist with testing new product features, and contribute to benchmarking efforts to ensure our products remain competitive and valuable to subscribers.
Train and mentor staff, sharing best practices in account management, negotiation, and customer service.
Engage in ongoing professional development to stay ahead in the dynamic SaaS and healthcare worlds, fostering a culture of continuous improvement within the team.