Customer Success Manager

Responsibilities

• Own strategic partnerships with clients, acting as the primary point of contact.
• Proactively identify customer performance improvement opportunities leveraging robust data.
• Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration.
• Act as a trusted advisor to customers to drive solution adoption, ensure alignment to operational priorities, and drive quantifiable value.
• Develop and deliver product utilization narratives to help customers understand ROI and identify new opportunities for adoption and value realization.
• Maintain customer engagement levels and support customer NPS scores.
• Maintain understanding of Collective’s products & services, industry knowledge, and trends to drive customer engagement.
• Coordinate with cross-functional teams to provide solution-focused presentations and develop territory-specific strategic plans.
• Support churn reduction for organizations and products.
• Support revenue expansion and improvement of bookings metrics.
• Identify performance improvement opportunities and scale best practices.
• Build long-term account plans and execute them.
• Identify training and education needs.
• Reconcile business and product challenges.
• Work with market leadership on market or other relevant initiatives.
• Provide ongoing consultative support.

Requirements

• Prior health plan experience.
• Exposure to health care organizations.
• Strong written and verbal communication skills.
• Excellent organizational, project management, and time management skills.
• Strong relationship-building, teamwork, and collaboration capabilities.
• Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions.
• Post-secondary education.
• Experience with SaaS or EHR is a definite asset.

Nice-to-Haves

• Clinical delivery or applications experience.
• Strong entrepreneurial spirit.