Senior Client Success Manager

Phreesia

23h•Remote

About The Position

Phreesia is looking for a Senior Client Success Manager to join our team! You will be responsible for driving adoption and utilization of products, growing revenue through upsell opportunities, maintaining high contract renewal rates, and increasing overall client satisfaction. Furthermore, you will partner alongside Phreesia's experienced Client Solutions team to fully engage the client at all levels, including executive, and work cross-functionally with departments like Product and Support to execute specific initiatives designed to maximize business value for our clients. Our mission is to create a better, more engaging healthcare experience by helping healthcare providers better understand their patients. You will contribute to our mission by optimizing a solution that best fits the needs of our clients. Clients include primary care, single-specialty and multi-specialty practices, health systems, and hospitals. The position interacts with clients virtually and/or on-site. Highly organized individuals with excellent communication skills and a strong desire to learn who thrive in a fast-paced environment will excel in this role.

Requirements

Bachelor's degree required
6+ years experience in client success and/or account management with strategic or enterprise customers
Experience generating opportunities and/or upselling to book of business required
Strong drive to grow current customers via add on, up sell, and expand activities
Confident, high energy, self-motivated, detail oriented, and a true team player
Ability to prioritize multiple demands in a fast-paced and dynamic environment
Ability to work with customers to understand their needs and develop custom solutions
Superior leadership, influence, interpersonal communication, presentation, meeting facilitation, and telephone skills
Skilled at anticipating and solving problems
Ability to own and drive internal process improvement initiatives

Nice To Haves

SaaS or Healthcare Technology experience preferred

Responsibilities

Manage client satisfaction of our enterprise clients through exceptional service resulting in client retention and expansion
Strategically drive adoption of specific products and features within the Phreesia solution, growing our footprint and ensuring maximum business benefits for the client
Grow revenue by identifying clients that have the opportunity for add on/upsell products, demonstrate those products, implement them, then present ROI
Master Phreesia’s technical product functionality to provide expert consulting on workflow and develop custom client solutions
Partner with client executives and key business leaders to present Executive Business Reviews remotely or onsite
Proactively address client risks based on product usage trends and key performance indicators to minimize churn
Collaborate with Phreesia teams, including Market Development, Support, Product Management, Client Services and Sales, to address customer issues
Resolve escalations, raising to senior leadership when appropriate
Be a client advocate while capturing client feedback and reporting and prioritizing requests to our Product Management team
Coordinate internal account team effort and develop best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Own and drive change management process and actively help to gain buy-in from peers on new initiatives

Benefits

Remote First: 100% Remote work + home office expense reimbursements+ monthly reimbursement for cell phone, internet and wellness.
Top of market rewards: Competitive compensation
Take time when you need time: Flexible PTO + company holidays
Top class healthcare benefits: Variety of healthcare benefits for you and your family (and your pets!) starting day one
Care about your families: Generous top-up for parental leave benefits
Support personal development: Continuing education and professional certification reimbursement
Connecting in person: Various offsite events and activities for team to connect and meet in person, to support team building and engagement.
Giveback to community: Local in-person volunteer events, and give back programs to our communities.
Recognition and perks: We have a company wide recognition tool (Phireworks) to celebrate milestones, recognize achievements and strengthen your bond with your teams. You can accumulate points and redeem them for a wide catalogue of items!
Diversity and inclusive environment: At Phreesia, all employees are encouraged to bring their authentic self to work, feel supported and perform at their best. We have a variety of Employee Resources Groups (ERGs) which bring together individuals from a wide range of backgrounds, experiences and perspectives, and seek to foster a sense of shared community and empowerment for employees who share a common social identity, such as gender, race, ethnicity, and sexual orientation. Opportunity to join an Employee Resource Group.