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Customer Success Manager (Healthcare IT- HCIT)

eVisit • Full-time • Remote (Mesa, AZ, US) • $110k - $120k / year • 3w ago

Company Background

eVisit, headquartered in Mesa, AZ, is a Digital Health & Telemedicine company seeking to revolutionize healthcare delivery by creating physician-first tools that fundamentally simplify healthcare. Our
HIPAA compliant telemedicine software was built for providers, by 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
eVisit is the fastest growing telemedicine software platform. The company is comprised of a unique team of talented individuals whose experiences are driven from backgrounds in healthcare and software development fields

Customer Success Manager

As a member of the Customer Success Organization, the Customer Success Manager will be responsible for managing the customer's lifecycle journey, positioning him/herself as a partner and trusted advisor to the customer
The CSM is the primary point of contact to the customer and is responsible for helping a customer connect their vision to tangible outcomes

About You:

You are passionate about technology and its potential to positively impact everyone's access to higher quality, more convenient healthcare
You thrive in a highly-collaborative environment and are motivated by working with other high-performers
You find creative ways to engage with customers, build relationships, and influence the organizational process
You're dedicated to professional development and personal growth
You've built relationships that you can leverage to grow the account and the company together

Requirements

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 practice, 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 by utilizing 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

Qualifications

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 US

Benefits

Competitive salary
Great benefits package including medical, dental, vision, HSA & FSA plans
401(k)
Generous PTO plan, plus 12 paid national holidays
Fun, collaborative environment where the company is working to define the future of telemedicine
Excellent opportunity for professional growth

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