Director, Customer Success Management
Salesforce
CloudSFDC
Customer Success Account Manager
suki.
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudSFDC
About the role
- Support clients in the Eastern and Central time zones and lead SMB (1-20) and group (21-100) account sales and management
- Respond to, identify, and close new business opportunities and grow and expand footprint within existing SMB/Group accounts
- Onboard new users and drive successful training and adoption across all segments of Suki users
- Build, cultivate and leverage relationships with targeted accounts and key clinical/IT stakeholders to uncover opportunities
- Identify new Suki users within SMB/Groups in collaboration with Customer Success colleagues and work with Marketing on campaigns
- Maintain accurate account funnel and forecast in SFDC
- Own/manage a portfolio of SMB/Group customers and drive renewals, expansion, and recognition of ROI
- Engage with customer teams, practice managers, and IT support teams to ensure successful setup and adoption
- Proactively identify and drive resolution of risks, issues, and escalations; act as strong voice of the customer to internal stakeholders
- Translate training learnings into periodic business reviews and use metrics to measure customer health and deployment success
Requirements
- 5+ years selling complex Healthcare IT SaaS to Healthcare Executives into small and medium-sized hospital systems, boutique clinics, and co-ops
- 5+ years of customer facing experience within healthcare SaaS (provider, PBM, Enterprise, or payer interface preferred)
- Experience leading through customer escalations, executive summaries, and presentations
- Demonstrated ability to develop strategies to convert competitive accounts
- Strong track record of meeting/exceeding sales targets
- Exceptional communication, presentation, and conflict resolution skills
- Willingness to travel ~25% (approximately a week per month)
- Technical understanding of cloud services, EMR integration and understanding of SaaS solutions
- Familiar and adept with using Salesforce and Marketing CRMs
- Bachelor’s degree required
- Executive presence and consultative approach
- Strong strategic planning, problem-solving, critical thinking, decision-making and analytical skills
- User-focused with experience providing At-The-Elbow training to care providers
- Data driven and process oriented
- High accountability and rigor
