What are the responsibilities and job description for the Customer Success Manager, Enterprise position at DeliverHealth?
Overview:
If you are ready for a role that energizes you, then we should get to know each other. DeliverHealth’s culture is built on authenticity – we encourage trust, and we value smart mistakes. Here, you can expect an open and honest work environment that fosters career growth.
The Customer Success Manager will be responsible for managing a book of business consisting of strategic Enterprise accounts, with revenue responsibility of greater than $10M, with respect to revenue retention, contract management, and overall customer satisfaction. This includes managing the overall success of multiple DeliverHealth products and services within various stages of deployment, building value, growing revenue, and increasing margin as outlined in the specific account management plans.
All of DeliverHealth positions require a background check and to have proof of being fully vaccinated for COVID 19 prior to starting.
DeliverHealth celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or DHS policy. If you need an accommodation because of a disability for any part of the employment process, please call 937-319-4458 X 812 and let us know.
Responsibilities:
Knowledge Skills and Abilties:
Additional:
At DeliverHealth, we simplify telling your patient’s story. We are looking for bold, innovative people who appreciate the opportunity to work together and simplify the complexities of the work lives of our customers.
If you are ready for a role that energizes you, then we should get to know each other. DeliverHealth’s culture is built on authenticity – we encourage trust, and we value smart mistakes. Here, you can expect an open and honest work environment that fosters career growth.
The Customer Success Manager will be responsible for managing a book of business consisting of strategic Enterprise accounts, with revenue responsibility of greater than $10M, with respect to revenue retention, contract management, and overall customer satisfaction. This includes managing the overall success of multiple DeliverHealth products and services within various stages of deployment, building value, growing revenue, and increasing margin as outlined in the specific account management plans.
All of DeliverHealth positions require a background check and to have proof of being fully vaccinated for COVID 19 prior to starting.
DeliverHealth celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or DHS policy. If you need an accommodation because of a disability for any part of the employment process, please call 937-319-4458 X 812 and let us know.
Essential Functions:
- development and maintenance of relationships for assigned customer organizations that will result in high customer loyalty and grow the overall business relationship by attending on-site customer meetings, business reviews, and development of strategic customer relationship.
- Create and maintain strategic account plans that define the current state, potential opportunity, milestones and identify key stakeholders across all Healthcare solutions for the customer.
- Work closely with sales, patient engagement services, product management, and production management groups to map opportunity along with specific technical environments, process flows and business priorities at each assigned account.
- Orchestrate formal account communication and decision-making framework (governance).
- Coordinate with sales the introduction and demonstration of new product and service offerings.
- Regularly review financial and operational performance as well as benchmarking against published targets and forecast.
- Ongoing revenue forecasting to include same store growth (SSG), new products, CPI, and erosion.
- Maintain awareness and visibility of at-risk customers as well as competitive threats.
- Maintain ongoing customer ROI, value proposition, and business goals to ensure appropriate value placed upon the DeliverHealth relationship.
- Proficiency on all associated products and services utilized or available within the customer environment. - Maintain positive customer references and referrals.
- Facilitate senior level client relationships and regularly scheduled meetings for assigned accounts, which include preparation and delivery of presentations in addition to attending to all follow-up items.
Knowledge Skills and Abilties:
- Strong interpersonal and relationship management skills and the ability to influence customer opinions and behaviors
- Ability to lead cross functional business and technical teams to provide quick and timely issue resolution
- Strong analytical, organization and time management skills
- Excellent communications skills, both written and verbal
- Advanced skills in Outlook, Word, Excel and PowerPoint
Required:
- Bachelor’s degree or equivalent experience
- 5 plus years work experience in similar role
- Experience in Healthcare industry
Preferred:
- Track record of success in account management or customer relationship management
- Proven success managing Revenue responsibility greater than 10M
- Experience managing large strategic customers (Top 20% of company revenue)
- Management of integrated solution portfolio with strategic customer base
Additional:
- Passion for customer service
- Strong problem-solving skills
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