Customer Success Manager, Illinois

HHAeXchange•Illinois, IL

2d•Remote

About The Position

HHAeXchange is a leading technology platform for home and community-based care, founded in 2008 with the goal of creating a comprehensive end-to-end homecare solution. The company is seeking a Customer Success Manager to join its growing team. This role requires residing in Illinois and will serve as the primary point of contact for designated HHAeXchange clients. The Customer Success Manager will guide clients through implementation and into the live environment, consult on best practices for using the SaaS solution, and identify opportunities for additional products or services. The position involves measuring key metrics to evaluate client success and business impact, with a focus on retaining and growing customer relationships. The role requires the ability to perform essential job duties satisfactorily, with reasonable accommodations available for individuals with disabilities.

Requirements

Bachelor’s degree required.
3+ years of client service experience required.
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.

Nice To Haves

Experience with healthcare /homecare industry preferred.
Experience with SaaS platforms/operational software preferred.
Experience with a partner ecosystem preferred.

Responsibilities

Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes within 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.