Customer Success Manager Job at Hhaexchange, Remote

RFBQaXhKRGJ1Zk81SThLUTJaN0RWMGh2N1E9PQ==
  • Hhaexchange
  • Remote

Job Description

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

 

We are seeking a Customer Success Manager to join our growing team.

 

This role will serve as the point person for designated HHAeXchange clients. The Customer Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Customer Success Manager will focus on retaining and growing customer relationships.

 

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties
  • Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing 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 Job Duties
  • Other duties as assigned by supervisor or HHAeXchange leader
Travel Requirements
  • Travel 10-25%, including overnight travel
Required Education, Experience, Certifications and Skills
  • Bachelor’s degree required
  • 3+ years of client service experience required
  • Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
  • Experience with a partner ecosystem preferred
  • 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

Job Tags

Remote job, Full time, Local area, Night shift,

Similar Jobs

Raldex Hospitality

Maintenance - Staybridge Suites Hotel Job at Raldex Hospitality

 ...Staybridge Suites hotel at 150 Westpark Dr in Florence, SC is looking to hire 2 maintenance team members. Great company with exceptional benefits and work atmosphere. Must be available on weekends and evenings. Hourly pay is based on experience. Staybridge Suites has only... 

One World Global Services

Spanish Freelance US-Based Interpreter Job at One World Global Services

 ...LANGUAGE : Spanish US-Based Interpreter As a remote interpreter, you play a significant role in facilitating communication between SPANISH and English speakers. The interpreter needs to be able to process information quickly and with accuracy in a professional manner... 

University of Wisconsin River Falls

Assistant Professor Climate Science and Agricultural Resilience Job at University of Wisconsin River Falls

 ...application process. Position Title: Assistant Professor Climate Science and Agricultural Resilience Job Category: Faculty...  ...issues and policies relating to atmospheric science, climate change and agriculture. Secure extramural funding sufficient to sustain... 

GD Land Systems

Cyber Software Development Engineer (C5) Job at GD Land Systems

 ...Responsibilities for this Position Position Title: Cyber Software Development Engineer (C5) Location: Sterling Heights, MI, United States...  ...evaluate checkpoint and design milestone artifacts and Contract Data Requirements List (CDRLs) and review to ensure... 

Airgas

Local Delivery Driver (CDL A) Job at Airgas

 ...Benefits after 30 days Operate Newer Well Maintained Equipment Starting pay is $28.60/hr Recruiter: Kevin Garner / ****@*****.***/ (...  ...vehicle, delivering compressed and liquid gas cylinders and hard goods along designated routes. Collects empty cylinders from customers....