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HHAeXchange · 2 days ago

Customer Success Manager, Pennsylvania

Pennsylvania, United States

Full-time

Hybrid

Mid Level

$95K/yr - $105K/yr

3+ years exp

HHAeXchange is the leading technology platform for home and community-based care, seeking a Customer Success Manager to join their growing team. This role will serve as the primary point of contact for clients, ensuring their success through effective implementation and ongoing support of the company's SaaS solutions.

Health CareSaaSSoftware

Responsibilities

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 duties as assigned by supervisor or HHAeXchange leader

Qualification

Client relationship managementHealthcare industry knowledgeSaaS platform experienceSalesforce proficiencyProject management skillsCommunication skillsProblem-solving skillsNegotiation skillsPresentation skillsDetail-oriented