Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based platform. Since inception, we’ve been focused on building a delightful world-class experience that empowers physicians to deliver phenomenal care to patients.

As a Principal of Customer Solutions at Elation Health, you will work with our most innovative clients to achieve new performance highs. This role provides an exciting opportunity for a strategic-minded professional to play a crucial role in the long-term success and growth of our organization.

Responsibilities:

Client Success Strategy:

  • Proactively address potential risks and issues that might affect client retention.
  • Analyze client usage and feedback to provide insights to product and service teams, driving continuous improvement.
  • Facilitate customer escalations cross-functionally and provide appropriate expectations externally.

Strategic Planning:

  • Drive the strategic planning for your book of business, outlining growth opportunities, potential challenges, and tailored engagement strategies.
  • Stay abreast of industry trends and insights to inform and adjust strategies as necessary.

Relationship Management:

  • Own, cultivate and strengthen relationships with key decision-makers within our largest clients.
  • Ensure ongoing client satisfaction through regular check-ins, understanding their evolving needs and addressing concerns promptly.
  • Inspire others and build strong relationships, and creating a true followership.  In a collaborative team setting, you’ll work closely with others but also autonomously with little direction.

Cross-functional Representation:

  • Engage closely with internal stakeholders, including product, sales, marketing, and service teams, to align on client needs and ensure cohesive messaging and service delivery.
  • Share client feedback internally to shape the future direction of products and services.

Reporting & Metrics:

  • Regularly monitor, analyze, and report on your book of business health, growth, trends, and risks.
  • Maintain up-to-date account records and ensure timely communication of relevant insights to senior leadership

Strategic Framework Development:

  • Design and implement comprehensive frameworks tailored for strategic advisement and issue resolution, ensuring a standardized yet flexible approach to engaging with our largest enterprise clients.
  • Lead cross-functional workshops and sessions to define the client lifecycle, gaining input from sales, marketing, product, onboarding, and other relevant teams.
  • Continuously review and iterate on the frameworks based on feedback, performance metrics, and evolving business needs

Account Expansion:

  • Identify upsell and cross-sell opportunities to expand our footprint within each strategic account, and partner with Sales to close
  • Collaborate with internal teams to tailor and present additional solutions that address the unique challenges and opportunities faced by each client.

Qualifications:

  • 7+ years of Consulting / Customer Success / Client Solutions / Account Management experience
  • 3+ years Healthcare experience required, experience with Primary Care organizations strongly preferred
  • Successful track record with upselling or net new sales
  • Ability to ramp and build rapport quickly
  • Strong communication skills (internal and external)
  • Desire to deliver quality and timely customer service
  • Problem solving and risk mitigation
  • Experience managing large, multi-stakeholder customers with competing priorities
  • Strong business acumen

Salary Range: $160,000 – 175,000 + Variable Compensation Bonus

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