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griddable.io · 14 hours ago

Customer Success Manager, Director - Healthcare (Payer & Provider)

Chicago, IL

Full-time

Hybrid

Director/Executive

9+ years exp

Griddable.io is seeking a Customer Success Manager, Director to serve as a trusted advisor for Salesforce’s healthcare customer organizations. The role involves forging deep relationships, managing customer incidents, and optimizing the Salesforce platform to ensure maximum value for customers during critical events.

AnalyticsBig DataCloud Data ServicesData IntegrationInformation TechnologySaaSSoftware

Responsibilities

Serve as a named resource and partner for Salesforce’s customer organizations

Forge deep relationships with customers and account teams

Maintain awareness of key events, needs, potential risks, and value drivers

Help improve customers’ overall technical and operational health

Act as a point of contact for any major customer incidents

Manage expectations and communications through the resolution of incidents

Support Healthcare customers with their business priorities

Align Salesforce capabilities to business outcomes

Support key events such as Open Enrollment & Welcome Season activities

Manage key technical deployments, platform performance health, and issue resolution

Drive industry-specific adoption of Core Clouds, Agentforce, and Data Cloud

Use multi-cloud expertise to effectively orchestrate Signature experience across strategic customers

May act as lead CSM orchestrating CSMs for multi-org, multi-cloud customers

Align and lead Business and Technical stakeholders, Account Success team, and internal partners around customer goals

Ensure value is delivered through Signature

Build and maintain strong, trusted relationships as a single point of customer accountability

Drive Customer Success Score metrics for customers; handle escalations and Red Accounts

Qualification

Salesforce platform knowledgeCustomer Success expertiseConsultative skillsSaaS platform experienceSolutions ArchitectureSalesforce certificationsExecutive-level communicationInterpersonal skillsPresentation skills

Required

Experienced professional with 9+ years of relevant industry expertise in Customer Success, SaaS platform use or project leadership, Technology Consulting, and/or Solutions Architecture

Knowledge of Salesforce product and platform features, capabilities, and standard methodologies and a good understanding of enterprise architecture principles

Strong consultative skills, deep curiosity, and proven results working as a Trusted Advisor to drive business value for customers

Executive-level interpersonal skills, ability to drive effective conversations at the C-Level, and presentation skills with a consistent track record of influence at an executive level

Ability to facilitate difficult discussions and be adept at handling objections

Preferred

Experience with Salesforce Sales, Service, Health Clouds and/or a competing Core or HLS Industry technology

Salesforce product certifications are a plus (Agentforce Specialist, Administrator, Sales Cloud Consultant, Service Cloud Consultant, Data Cloud, Advanced Administrator, Platform App Builder)

Knowledge of Salesforce products and features, capabilities, best use, and how to deploy

Experience working with Enterprise-level customers

Company

griddable.io

Griddable.io is a San Jose, CA based SaaS startup that closed Series A funding in 2017 from August Capital, Artiman Ventures, and Carsten Thoma, founding CEO of Hybris (acquired by SAP).

Founded in 2016

San Jose, California, USA

11-50 employees