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Customer Success Manager - Healthcare

eVisit

eVisit

Customer Service, Sales & Business Development
United States
Posted on Wednesday, May 17, 2023
Company Background

eVisit, Headquartered in Mesa, AZ, is a Telemedicine software company seeking to revlutionize healthcare delivery by creating physician-first tools that fundamentally simplify healthcare. Our HIPPA compliant telemedicine software was built for providers, medical physicians, to optimize patient flow and boost practice revenue; while providing added convenience and high-quality care to patients, whether at work, home, or on the road.

Define and optimize customer journey to facilitate customer ROI Attainment

  • Create and Manage a Success Plan for customers in your assigned segment.
  • Define and oversee lifecycle processes/touch points.
  • Identify opportunities for continuous improvement.
  • Manage and lead the Customer Executive Business Review Process for customers assigned to your segment.

Drive value for customers

  • Engage with customers to drive software adoption.
  • Demonstrate and promote new products, enhancements, and updates.
  • Support assigned accounts to drive product adoption and ensure they leverage the solution to achieve full business value.
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
  • Provide targeted software training to Customers as needed.
  • Actively manage customer health to keep customers engaged in the platform and adopting each new feature.
  • Be a trusted advisor to customers, driving product usage.
  • Identify ways to increase client usage, identifying processes, best practices, and workflows within the organization to better leverage product solutions.

Drive alignment with Renewals & Upsell and Sales

  • Engage in the renewal process with clients within your segment; proactively driving the retention rate of our customers.
  • Forecast retention, expansion, and new product offerings for assigned accounts.

Utilize Key metrics

  • Own tracking and reporting for key business and growth metrics including churn by segment, upsell by segment, and overall renewal cohort customer health.
  • Prioritize resources using a data-driven approach focusing on at-risk scenarios and expansion opportunities.
  • Provide quarterly account status reports and action plans for identified customers.
  • Make data-informed decisions.

Requirements

Bachelor's degree or equivalent practical experience required, MBA preferred.

3+ years of experience as a Customer Success Manager, Account Manager, Business Development Manager, or Similar.

Experience managing renewal conversations and renewing existing agreements within a Saas application lifecycle.

Experience in business strategy consultation; advising and driving strategy at the Executive level of growth-focused organizations.

Strong financial acumen and business sense.

Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry.

You learn technology quickly and navigate it with ease. Ability to travel 10% of time in the US.

  • Competitive salary
  • Great benefits package including medical, dental, vision, HSA & FSA plans
  • 401(k)
  • Generous PTO plan, plus 10 paid national holidays
  • Fun, collaborative environment where the company is working to define the future of telemedicine
  • Excellent opportunity for professional growth