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Reveleer · 1 week ago

Customer Success Key Account Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

8+ years exp

Reveleer is a fast-growing technology-enabled services company that powers performance/quality measurement and risk adjustment solutions in healthcare. The Customer Success Key Account Manager will own a key account and drive customer goals, business transformation, and revenue expansion by ensuring customer engagement and success with Reveleer’s platform.

Artificial Intelligence (AI)Health CareInformation TechnologyMachine LearningSaaS

Growth Opportunities

Responsibilities

Responsible for developing a strategy for your customer including relationship mapping, value outcomes, product adoption, customer experience, customer satisfaction and expansion

Assure the customer’s overall successful adoption of Reveleer platform technology and Reveleer’s timely fulfillment of related services throughout project lifecycle: onboarding to project close/billing

Be the one point of contact for the customer and coordinate and communicate cross functionally to resolve issues, relay feedback and expand opportunities

Monitor tickets and manage resolution through customer support and engineering groups. Do not manage or communicate on technical issues without technical support

Improve engagement approaches based on customer segmentation while leading a culture of continuous improvement

Provide strategic direction on revenue expansion in accounts, working closely with sales management to align strategies through cross sell and up sell opportunities through cross sell and up sell opportunities

Lead day to day management of multiple projects including, but not limited to, creating work plans, identifying, and resolving critical project issues, client meeting coordination, assisting in monitoring project progress through analytic reports and other administrative tasks

Monitor Client vital signs using data to identify potential growth opportunities or account risks

Conduct business reviews by demonstrating Reveleer performance through project outcome data, as well as packaging enhancements for areas needing improvement

Articulate changes to Reveleer’s technology product roadmap and support Clients through new feature/function adoption

Act as the main POC, defining a success plan, ensuring mutually understood and agreed expectations and communicating issues clearly

Rally Reveleer’s internal teams and resources to drive our execution in-line with customer's business goals

Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores

Discover and understand early churn signals and drive process throughout the organization to reduce churn and increase customer advocacy

Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate

Develop and foster executive level relationships within clients

Deliver quarterly partnership reviews

Participates in departmental and organizational meetings regularly

Follow the company’s code of conduct

Additional duties and responsibilities as assigned

Qualification

Customer Success ManagementHealthcare ExperienceProject ManagementSaaS ExperienceData AnalysisMS Office ProficiencyCultural SensitivityCommunication SkillsInterpersonal SkillsProblem SolvingAdaptability

Required

Bachelor's Degree preferred or equivalent work experience required

8-10+ years' experience in a customer-facing account or vendor management role, managing Risk Adjustment projects specific to Medicare, Medicaid, and Commercial lines of business, or other relevant healthcare experience

Strong Project Management skills with demonstrated ability to manage and track multiple customer requests, issues, and project plans. (CAPM/PMP preferred)

Self-motivated, team player with exceptional organizational, presentation and communication skills, both written and verbal

Track record of performing in agile, SaaS based environments with high levels of professionalism and interpersonal savvy in high-stress situations

Proficiency with MS Office, advanced proficiency in Excel

Ability to travel