Enterprise Client Success Manager

Relias • Morrisville, NC

2d • Hybrid

About The Position

Join Relitas, a company dedicated to improving clinical and financial outcomes for healthcare organizations. Relias empowers over 11,000 health and human service organizations by enhancing team performance, ensuring compliance, developing staff, and promoting consistent, high-quality care. Our platform utilizes assessments to identify skill gaps and offers personalized learning through over 7,000 online courses that meet accreditation, state, and federal requirements. We are passionate about our products and the positive impact we have on the world. The Client Success Manager (CSM) acts as a strategic partner, understanding client business needs and strategic goals to ensure Relias solutions deliver a return on investment (ROI) and secure contract renewals.

Requirements

• Bachelor’s degree
• 2 years experience in two or more of the following: Healthcare Industry, Client Success Management, Account Management/Sales, Software-as-a-Service (SaaS), Project Management
• Experience working with or within Enterprise organizations
• Advanced knowledge in the healthcare vertical of assigned customer segment
• Advanced Relias product and services knowledge
• Ability to build and maintain positive and productive relationships with customer stakeholders at all levels from the administrator to the C-Suite
• Advanced critical thinking skills with the ability to drive outcomes
• Demonstrates strong time management and prioritization skills with a high level of proficiency in supporting and managing multiple clients.
• Strong written, oral communication, and presentation skills with impeccable attention to detail
• Ability to perform in a metrics-driven, process-based environment with high accountability
• Advanced level of proficiency with Microsoft Office tools (i.e., Excel, Word, PowerPoint, etc.)
• Proven ability to uncover valid leads.
• Strong negotiation, contracting and risk assessment skills
• Proven ability to partner with members of the Account team to proactively head off churn
• Intermediate to advanced level understanding of competitive landscape and how to “sell” Relias

Nice To Haves

• SaaS Customer Success and Renewals
• eLearning product experience
• Salesforce or other CRM experience
• Gainsight or other Client Success tool experience

Responsibilities

• Manages a portfolio of assigned accounts based on industry vertical, product, and ARR segmentation.
• Builds and maintains positive and productive relationships with client stakeholders in leadership, administrative, clinical, and non-clinical areas, displaying knowledge of roles and nuances within assigned healthcare vertical.
• Collaborates with clients to set, capture, and track goals to ensure value is achieved and business challenges are alleviated.
• Influences the development of strategic account plans in collaboration with Relias Sales partners to secure client value.
• Ensures client retention and growth by understanding business challenges and tracking ROI for assigned accounts.
• Works closely with Account Management and Sales Operations teams to ensure client renewals are executed in a manner that maintains client satisfaction while retaining and maximizing revenue.
• Maintains renewal forecast for assigned book of business per department and company guidelines.
• Encourages advocacy opportunities for clients who are champions of Relias.
• Instills trust and creates a spirit of collaboration for clients to discuss their corporate goals beyond implemented Relias platforms.
• Creates and manages plans to assist organizations in adopting Relias solutions using change management methodologies.
• Advises on incorporating under-utilized functionality and resources to increase ROI.
• Proactively monitors client data and metrics for trends in usage and adoption, identifying potential risks and ensuring effective collaboration to create plans addressing areas of concern.
• Develops and presents strategic business reviews for client leadership, system owners, and administrative users focusing on growth and retention while influencing strategic vision of customer goals.
• Ensures appropriate subject matter resources within Relias are available to support business reviews and holds internal teams accountable for follow-up.
• Mentors and assists in training other CSMs.
• Assists management in ensuring processes are maintained and documented.
• Prepares and presents trainings on department processes.
• Offers suggestions and plans for continuous improvement of department processes.
• Actively monitors and contributes to Relias Connect community threads.
• Special projects as assigned.

Benefits

• Fantastic health and wellness benefits package
• Outstanding 401k match
• Flexible PTO program
• Generous and inclusive parental leave policy
• Relias pays for the employee portion of the monthly healthcare premium
• Flexible work environment with onsite and work from home options
• Active Employee Resource Groups open to all employees
• Comprehensive onboarding program
• Growth and career advancement opportunities
• 20%+ annual employee promotion and transfer rate
• Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
• Professional development gained from conference attendance and participation in organizations like NC Tech

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level