Customer Success Coordinator

About CareHarmony

CareHarmony is a venture-backed Nashville healthcare start-up rapidly undergoing a phase of hyper-growth. CareHarmony was formed to help hospitals and physician practices thrive in the new era of value-based care by combining the latest advancements in population health technology with 24/7 care coordination services. We are on a mission to heal healthcare and help keep chronically ill patients from falling through the cracks prevalent in today’s fractured healthcare system.

The Role

The Customer Success Coordinator is responsible for building and maintaining strong working relationships with CareHarmony clients, acting as an escalation point for issues that impact customer success, and responding to retention risks and opportunities. As a member of the growth team, this position will aim to expand CareHarmony’s adoption, retention, and ultimately, success. The ideal candidate will bring a love of problem-solving and a keen eye for mutually beneficial solutions for CareHarmony, our clients, and our patients.

Responsibilities

• Work with Sales and Implementation to professionally manage customer relationships with a portfolio of assigned accounts.
• Meet customer retention goals and ensure consistently high retention rates.
• Define and maintain regular “check-in” meetings/schedule with various client stakeholders.
• Build and maintain strong, trusted working relationships with key decision-makers from onboarding to the end of the client lifecycle.

• Gain a thorough understanding of assigned clients' needs, program objectives, and processes to ensure that they successfully adopt CareHarmony’s solutions.
• Identify risks to customer success and aggressively/proactively engage the client whenever there's an identified retention issue.
• Develop and execute retention plans for customers who may be at risk
• Act as a subject matter expertise on our products and services.
• Develop and maintain process documentation and knowledge base for internal teams and clients.

• Lead strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers

Skills

• Proficiency in Microsoft Office Products
• Excellent verbal and written communication skills
• Strong interpersonal skills characterized by the ability to listen, speak, and write well

• Organizational planning prowess with excellent attention to detail
• Technical acumen to support the development of an in-depth understanding of assigned products/solutions

Abilities

• Function independently and use critical thinking to analyze and help resolve customer challenges
• Curious mind that is asking questions to deeply understand requirements and importance of work

• Effectively present information to management, customer groups, and CareHarmony internal stakeholders
• Collaborate as part of a team to optimize solutions and a seamless delivery approach
• Interact and build relationships at various levels of customer organizations to identify their needs and work with them to find solutions that fit within their organizational strategy, culture, and constraints
• Coordinate activities across multiple customer accounts
• Adapt to changes in strategy or approach as needed in a fast-paced, innovative environment

• Willingness to learn a variety of platforms and products, and to commit to ongoing learning to maintain competence in assigned products/solutions

Travel

• Travel up to 25%, staying overnight as needed to meet customer and internal company needs.

Education

• Bachelor's Degree preferred, equivalent work experience considered