Principal Customer Success Manager
Content Conspiracy
CloudSFDC
Customer Success Manager
HHAeXchange
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 - $105,000 per year
Job Level
Mid-LevelSenior
About the role
- Build and maintain relationships with clients, serving as primary point of contact for day-to-day operational items
- Ensure client retention through delivery of exceptional service and support
- Assist with challenging client requests or issue escalations and work with teams to mitigate system issues
- Uncover business needs, pain points, and challenges and understand client organizational landscape
- Ensure timely and successful delivery of solutions according to customer needs and objectives
- Partner cross-functionally with product to provide feedback and ensure continued client success
- Maintain weekly communication and document client health in status reports and quarterly reviews
- Regularly travel to client sites, conferences, and industry events to represent the company
- Lead tailored product demonstrations to show value of additional HHAeXchange solutions
- Remain updated on industry knowledge, risks, and opportunities and build product expertise
- Develop trusted advisor relationships with key accounts and offer on-site guidance as required
- Collaborate with sales team to identify and grow opportunities
- Address gaps in implementation, services, and support
- Manage KPIs to drive customer satisfaction including support metrics and ticket volumes
Requirements
- 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
- Collaborative and self-motivated, with the ability to work independently
- Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
- Strong organizational, project management, and multitasking skills
- Ability to effectively manage high-pressure situations and handle conflict resolution
- Proficiency in Salesforce and MS Office Suite
- Negotiation skills at all management levels
- Excellent presentation and product demonstration skills
- Strong problem-solving and analytical skills
- Demonstrated understanding of the healthcare industry, home-based care preferred
- Travel 10-25%, including overnight travel
Benefits
- Benefits-eligible position
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with a Company elected match
- Other company sponsored programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client service experienceproject managementproblem-solvinganalytical skillsnegotiation skillspresentation skillsproduct demonstration skills
Soft skills
communication skillsclient relationship managementcollaborativeself-motivateddetail-orientedorganizational skillsmultitaskingconflict resolution
Certifications
Bachelor’s degree
