Client Success Manager

Company: HR Pals
Location: Philadelphia
Posted on: February 25, 2021

Job Description:

HHAeXchange is one of the healthcare industry's fastest growing home care software solutions providers. Founded by professionals with deep experience in software development and healthcare, our platforms are tailored for home care providers looking for innovative, yet cost effective ways to provide better service to patients, maintain a high level of compliance and make the most of market opportunities. The home care industry is booming - with continued growth expected over the next 20 to 30 years. HHAeXchange is poised to capitalize on that market opportunity with an innovative, market leading SaaS based solution for home care providers and payers. We're currently the dominant player in the NY metro area with over 200 customers. After a major investment from McCarthy Capital we are now poised to expand nationally and are looking for top talent to help fuel our growth. Currently, we are seeking a Client Success Manager to join our growing team! Position Overview: This role will serve as the point person for designated HHAeXchange clients. The Client Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Client Success Manager will focus on retaining and growing customer relationships. Essential Job Functions:

• Responsible for the ongoing health of client relationships while building and maintaining strong, long-lasting client relationships
• Offers on-site guidance for the customer, as required
• Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Prepare reports on account status
• Collaborate with sales team to identify and grow opportunities within territory
• Assist with challenging client requests or issue escalations as needed
• Addresses gaps in implementation, services, support and/or client needs
• Works with clients to ensure benefits realization and proactively promotes new solutions
• Ensures client retention through delivery of exceptional service and support
• Tracks and measures ongoing client activities to optimize performance
• Serve our customers at all hierarchical levels
• Monitor the market in regard to new product opportunities and generate analyses and concepts and if needed develop new "go to market" strategies.
• Have strong management skills and regular contact with customers in order to recognize customer needs in a timely manner.
• Meet & exceed the agreed-upon customer satisfaction goals
• Maintains weekly communication with assigned clients and documents health of clients in weekly status reporting and quarterly client reviews
• Maintains technical understanding and competency in the software features being delivered Required Skills and Experience:
  • 5-7+ years of client service experience
  • Home Health Care experience preferred
  • Understanding of value based care and benefits realization approaches
  • Excellent written and verbal skills
  • A savvy relationship manager who's passionate about helping small businesses and creatively solving problems.
  • Keeps cool under pressure and can comfortably handle conflict resolution scenarios in person, over the phone, and through email.
  • In-depth market and industry knowledge as well as customer contacts
  • Strong communication skills, a positive attitude, and a friendly and professional approach to customers
  • Passion for customer satisfaction with a great desire to succeed
  • Negotiation skills at all management levels as well as a high measure of authority in critical situations and an ability to work independently
  • Affinity for the general economic process and business figures
  • Ability to travel, without restriction, in the assigned area. Travel up to 85% of the time Competitive pay with a flexible and affordable benefits program designed to help you be well, including: medical, dental & vision coverage, vacation & PTO, flexible spending accounts, long term disability insurance, life insurance, and a 401(k) plan. What's your citizenship / employment eligibility?

Keywords: HR Pals, Philadelphia , Client Success Manager, Executive , Philadelphia, Pennsylvania