Position Summary:
The Enterprise Customer Success Manager will be responsible for managing and nurturing relationships with our enterprise clients. This role involves ensuring the successful implementation and adoption of HealthSnap's solutions, driving customer satisfaction, and identifying opportunities for growth and expansion within existing accounts.
Responsibilities:
- Client Relationship Management: Build and maintain strong relationships with enterprise clients, acting as the main point of contact for all customers and ensuring their needs are met and they receive exceptional service.
- Onboarding and Training: Guide new enterprise account customers through the onboarding process, providing training and resources to maximize product adoption.
- Customer Advocacy: Serve as the voice of the customer within HealthSnap, providing feedback and insights to internal teams to improve products and services.
- Performance Monitoring: Monitor account performance metrics and customer health scores, identifying areas for improvement and implementing action plans.
- Issue Resolution: Proactively identify and resolve any issues or challenges that clients may face, coordinating with internal teams as needed.
- Optimize Workflows: Optimize functional workflows to increase efficiency of programs and scalability.
- Periodic Calls and QBRs: Host weekly/bi-weekly/montly operational calls and quarterly business reviews (QBRs) to examine customer progress toward milestones, identify risk factors, and suggest areas of optimization and improvement.
- Cross-Department Collaboration: Collaborate with Sales, Support, and other internal HealthSnap teams to facilitate seamless customer/patient onboarding and clinical collaboration ensuring efficient process are maintained.
- Core Values: Embody the company’s core values of leading with empathy, having an entrepreneurial mindset, being agile and embracing change, and having an attitude of gratitude.
Qualifications:
- Bachelor's degree in Business, Healthcare, or related field.
- 7+ years of experience in customer success, account management, or a related role, within the healthcare or technology sectors.
- Proven track record of managing enterprise clients and driving customer satisfaction.
- Proven expertise in the Healthcare industry
- Familiarity with various EHR systems.
- Familiarity with digital health solutions and chronic disease management is a plus.
- Strong communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
- Excellent problem-solving skills and a proactive approach to addressing client needs.
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficiency in CRM software and other relevant tools.
Benefits:
HealthSnap offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Paid Time Off, Career Advancement Opportunities, and the ability to work remotely.
We embrace diversity and are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you are passionate about improving the future of healthcare through innovative technology, we want to hear from you!
