Future Opportunities - Customer Success Managers
About The Position
Our Customer Success Managers play a critical role supporting new and existing customers throughout their customer journey to oversee the account health and overall retention. You will build strategic relationships with our customers’ champions to help drive understanding of our solutions and the value it brings to their business. Additionally, you will support each customer to reach optimal usability of our solutions’ capabilities and will assist in solving their challenges. Our ideal candidate is someone who has demonstrated success working within healthcare and preferably for high-growth SaaS companies and is passionate about the customer experience.
Requirements
- Prior experience in a Customer Success or Account Management role, preferably within a B2B SaaS enviroment
- Experience within the healthcare tech industry is highly preferred
- Familiarity with Post-Acute Care or HME/Infusion providers
- Experience with healthcare claims data analysis
- Exposure to data integrations, claims and EHR
- Passion for value-based care and health care policy
- Proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
- Must be tech-savvy to be able to understand technical concepts around our product and our customer’s requirements
- Passion and empathy to understand your customers and deliver to their needs
- Demonstrated success that shows your ability to be assertive and a customer focused problem solver
- Strong creative, strategic, analytical, organizational, and relationship skills
- Strong verbal and written communication skills
- Ability to effectively manage customer relationships at various levels to foster trusting partnerships and navigate conflict if needed
- Proficiency in Client Success and Sales software to manage relationships and price, quote, and book orders
- Willingness to work with customers on-site and travel up to 10%
Responsibilities
- Own a book of business to drive retention and growth rates
- Develop a comprehensive understanding of typical business challenges faced by customers and map Trella Health capabilities to address their needs
- Engage customers in an appropriate experience that allows them to effectively execute their success plan
- Manage customer renewal and expansion orders for attainment of net retention goals
- Facilitate implementation kickoffs with our implementation consultants that confirm business goals and outline an initial success plan
- Identify risks to customers achieving their stated business goals and collaborate with their account team on how to best mitigate risks
- Foster relationships with stakeholders that lead to advocacy for Trella Health across the care continuum
- Collect and summarize customer feedback with a focus on understanding the customer’s business problem
Benefits
- Health, dental, vision, and voluntary benefits
- Competitive salary, incentive compensation, and equity shares
- 401(k) retirement savings
- Flexible PTO and 10 paid holidays
- Flexible work hours
- Paid leave programs
- Marketplace for discounted retail and entertainment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
