Note: The job is a remote job and is open to candidates in USA. HHAeXchange is the leading technology platform for home and community-based care. We are seeking a Customer Success (Operations) Manager to join our growing team, focusing on retaining and growing customer relationships while ensuring exceptional service delivery.
Responsibilities
- Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market
- Ensure client retention through delivery of exceptional service and support
- Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution
- Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape
- Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals
- Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership
- Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews
- Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives
- Lead tailored product demonstrations to show the value of additional HHAeXchange solutions
- Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings
- Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required
- Collaborate with the sales team to identify and grow opportunities within the market
- Address gaps in implementation, services, support and or/client needs
- Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc
- Other duties as assigned by supervisor or HHAeXchange leader
Skills
- Bachelor's degree required
- 3+ years of client service experience required
- Excellent verbal, written, and interpersonal communication skills
- Strong client relationship management skills with the ability to creatively solve problems to meet client needs
- Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
- Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
- Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
- Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
- Proficiency in Salesforce and MS Office Suite
- Negotiation skills at all management levels with a high measure of authority in critical situations
- Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
- Strong problem-solving and analytical skills
- Passion for customer satisfaction with a great desire to succeed
- Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
- Experience with a partner ecosystem preferred
- Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
Benefits
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with a Company elected match
- Including other company sponsored programs
Company Overview