Customer Success Manager, Pennsylvania/New Jersey

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