Artera’s Customer Success team is looking for a new Senior Customer Success Manager. This is an individual contributor role. You will report directly to our Senior Manager of Customer Success.
You will own and oversee relationships with Artera’s strategic enterprise accounts. You are an experienced customer success manager and you have demonstrated success managing healthcare accounts for SaaS organizations. You are an active listener with strong communication and organizational skills. You thoroughly understand your customers’ business objectives and provide meaningful insight. You have demonstrated the ability to define customer strategies and execute them in a consultative manner. You are looking for your next role within healthcare and are excited about how patient engagement-related workflows can be improved through the use of Artera’s products.
Responsibilities
- Acts as post-sale customer point of contact and is accountable for driving increased customer adoption and utilization of the Artera product suite
- Assists in the customer renewal process and focuses on improved retention
- Focuses on customer strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads
- Remains focused on developing high-level relationships with customers to ensure strong relationships are intact at the value realization and buyer level
- Collaborates with the customer on a mutually agreed upon Customer Success plan to drive increased value for Artera’s products and services
- Collaborates with customers to drive metric-driven results
- Gather and relay feedback to continuously iterate on the customer success strategy
- Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
- May handle escalations and coordinate risk mitigation across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
- Gathers and directs VOC (Voice of Customer) feedback to Product
- Promotes, supports, and enables Early Access/Beta customers
Requirements
- Bachelor’s degree required
- 4-7+ years of relevant experience; or an advanced degree with 4-6 years relevant experience
- Healthcare experience
- Experience being in a Customer Success role for a SaaS product
- Comfortable with frequent change and knows how to operate in a fast-moving, dynamic environment; able to navigate through ambiguity
- Possess a consultative approach with a strong mindset that is customer focused, strategic, data-driven, and can identify new opportunities for increased utilization and feature/integration expansion
- Motivated to deliver an exceptional customer experience; has a proactive approach to managing portfolio
- Passionate about the patient experience
- Collaborative, positive, team-oriented mindset
- Familiarity with Salesforce CRM
- Available to travel around 20-30%
Bonus
- 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
- Meet key colleagues; start to build internal relationships
- Go through tools and systems training
- Start to get some accounts assigned to you
- Within 60-90 days you will:
- Start to build executive customer relationships
- Understand customer’s workflows, challenges, and initiatives
- Identify areas of upsell/cross-sell
$88,000 – $112,500 a year
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