Senior Customer Success Manager

Strata Decision Technology, LLC•Chicago, IL

48d•$113,000 - $130,000•Hybrid

About The Position

As a Senior Customer Success Manager on our customer success management (CSM) team, you will serve as a partner to your customers' post-go live and be responsible for proactively ensuring that we drive continuously increasing value within each customer organization. You will act as a guide to develop an efficient, reliable, and effective financial management process for your customer base. The responsibilities of this role include: Account planning: assess how Strata can help customers deliver on their strategic objectives, as it relates to their financial management processes, including: Gaining insight on customer's strategic priorities and effectively matching them with opportunities related to the sale and retention of both software & services Developing, gaining customer commitment, and managing the customer road map, continuously increasing the value Strata provides to the customer's organization Collecting insights on the impact of our work and socializing with the customer and internally at Strata Collaborate with Strata's Account Executive to identify leads Renewal management: lead the customer renewal process to ensure customers continue to invest in their relationship with Strata and that we achieve our company retention targets Assess and quantify renewal risks Establish and facilitate risk mitigation strategies in conjunction with Services and Product leadership Negotiate renewal terms in alignment with Strata standards and in support of the customer's success and Strata ARR growth Product & utilization: ensure customers utilize the full functionality of purchased products to the best of their ability Understands and can communicate value proposition for Strata solutions and innovation Facilitating current state analysis through best-in class scorecards Measuring and driving improvement in system adoption & democratization Engagement: Ensure customers are informed and engaged via our annual user Summit, surveys, webinars, thought leadership and networking opportunities Experience: Serve as "Go-to" resource / owner of account health within Strata and ensure it is easy to do business with us, including quarterbacking the resolution of reoccurring/complex support issues and escalations Executive presence: facilitates executive communication internally and externally with escalations, account strategies, and the Strata value proposition Operations: Support design of new CSM programs and optimization of current programs

Requirements

5+ years of experience in customer success management, project management or customer services roles
7-10 years of experience in healthcare (provider, payor, healthcare IT)
Strong relationship management and customer service skills
Self-motivated and enjoy navigating the unexpected scenarios that inevitably arise
Demonstrated ability to lead & engage with cross-functional teams to solve complex problems
Salesforce experience a plus

Nice To Haves

Understanding of Strata's market and ability to speak to customers regarding the problems being solved by our solutions

Responsibilities

Account planning: assess how Strata can help customers deliver on their strategic objectives, as it relates to their financial management processes
Gaining insight on customer's strategic priorities and effectively matching them with opportunities related to the sale and retention of both software & services
Developing, gaining customer commitment, and managing the customer road map, continuously increasing the value Strata provides to the customer's organization
Collecting insights on the impact of our work and socializing with the customer and internally at Strata
Collaborate with Strata's Account Executive to identify leads
Renewal management: lead the customer renewal process to ensure customers continue to invest in their relationship with Strata and that we achieve our company retention targets
Assess and quantify renewal risks
Establish and facilitate risk mitigation strategies in conjunction with Services and Product leadership
Negotiate renewal terms in alignment with Strata standards and in support of the customer's success and Strata ARR growth
Product & utilization: ensure customers utilize the full functionality of purchased products to the best of their ability
Understands and can communicate value proposition for Strata solutions and innovation
Facilitating current state analysis through best-in class scorecards
Measuring and driving improvement in system adoption & democratization
Engagement: Ensure customers are informed and engaged via our annual user Summit, surveys, webinars, thought leadership and networking opportunities
Experience: Serve as "Go-to" resource / owner of account health within Strata and ensure it is easy to do business with us, including quarterbacking the resolution of reoccurring/complex support issues and escalations
Executive presence: facilitates executive communication internally and externally with escalations, account strategies, and the Strata value proposition
Operations: Support design of new CSM programs and optimization of current programs