Atera’s Customer Success organization is seeking a new Customer Success Executive. This is an individual contributor role. The Customer Success Executive will own and oversee relationships with Artera’s customers for the VIP enterprise segment. The Customer Success Executive is an active listener and strategic thinker who can strike the appropriate balance between a customer’s needs and the company’s business objectives. They will thoroughly understand their customers’ top priorities and provide meaningful insight into how patient access and patient experience workflows can be improved through the use of Artera’s products.
Bringing years of customer success and operational experience within the healthcare space, the ideal candidate will have a history of managing complex customer relationships and a successful track record in identifying expansion opportunities within the customer base. The Customer Success Executive will develop relationships with key stakeholders and leaders, assess existing workflow processes, and make recommendations on how to optimize use of the Artera product suite.
Responsibilities
- Acts as a post-sale customer point of contact, using industry business processes, strategic thinking, product knowledge, and technical expertise to increase product adoption and utilization
- Assists in customer renewals and focuses on improved customer retention
- Develops strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads
- Fosters high-level relationships with customers to assure strong relationships are intact at the value realization and buyer level
- Works with the customer on a mutually agreed upon Customer Success Plan to drive increased value for Artera’s products and services
- Handles escalations and coordinates across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
- Strategic partner to customers to drive metric driven results where applicable
- Able to understand complex customer challenges and find ways to use our products to help customers resolve issues
- Highly consultative with customers and provides tools and processes to improve the overall Customer Success organization
Requirements
- BA/BS required
- 6-10+ years in customer success, professional services, or operations positions within the healthcare industry or SaaS based companies; or a combination of 4-8 years related experience and an advanced degree
- Experience being a strategic and consultative partner to customers
- A deep understanding of patient workflows and hospital operations
- Finely honed relationship building skills, ranging from C-suite to IT and clinical end users
- Deep understanding of Salesforce CRM and disciplined record keeping concerning customer engagement
- Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
- Comfortable with managing ambiguity, even when things are not defined or the way forward is not certain
- Ability to analyze customer usage data and develop recommendations based on data driven insights
- Effective at prioritizing customer needs and elevating issues that will have the most impact on customer satisfaction, retention, and growth
- Available to travel around 20-30%
Bonus
- Expertise working with healthcare related data and technologies; hands-on experience with leading electronic medical records (EMRs)
- Familiarity with Gainsight
- Master’s degree in business, healthcare administration, or other healthcare-related field
30/60/90
- Within 30 days you will:
- Become product certified
- Begin shadowing customer calls
- Within 60 days you will:
- Meet key colleagues; start to build internal relationships
- Go through tools and systems training
- Start to get some accounts assigned to you
- Within 90 days you will:
- Independently manage accounts
$123,000 – $156,500 a year
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