Sr. Customer Success Manager, Healthcare

Reputation.com - Scottsdale, AZ

Full-time - Mid Level

Scottsdale, AZ

Telecommunications

About the position

Reputation is looking for a proven Senior Customer Success Manager with a passion for customer success and driving real value for some of the world's biggest healthcare brands. This role is vital in linking the Healthcare and Life Sciences brands with the solutions provided by Reputation. The Senior Customer Success Manager is expected to analyze clients' business objectives and the healthcare industry standards to recommend actions that achieve client goals. This position will help drive business growth by clearly setting direction, establishing KPIs, and making meaningful sense of the results.

Responsibilities

• Strong understanding of Customer Success methodologies and frameworks (i.e., Customer Journey Mapping, Success Plans, etc.).
• Ability to create and execute account strategies that align customer goals with Reputation's product offerings.
• Managing all aspects of client success from initial onboarding, training, upsell, and ultimately renewal.
• Building strong relationships and maintaining frequent engagement with customer sponsors and stakeholders at all levels of the organization.
• Proven track record of achieving or exceeding quarterly performance metrics.
• Ability to develop tailored plans for increasing product adoption within customer organizations, particularly when customers aren't fully utilizing the product's features.
• Strong presentation skills in conducting Executive Business Reviews (EBRs) that showcase Reputation's value and outline future opportunities.
• Monitoring and analyzing account-specific data sets to alert yourself and develop strategic action plans to address churn risks and upsell opportunities.
• Visualizing and presenting key performance metrics to build success stories and convey value propositions ensuring customer satisfaction and renewal.
• Managing client expectations for workflow and responsibilities.
• Providing world-class customer service through organization, urgency, and strategy.
• Collaborating effectively with sales, product, data science, and peers to maximize the customer experience.
• Being a positive contributor to maximize Reputation's short- and long-term revenue targets.
• Additional duties as assigned.

Requirements

• 5+ years of experience in customer success, SaaS, strategic account management, and/or the healthcare industry.
• Experience with B2B inside sales/outside sales/business development is a plus.
• Experience with renewals or upsells is a plus.
• Complex problem-solving skills and an analytical mind is a must.
• Highly detail oriented, self-driven and eager to provide a superior customer service experience.
• Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.
• The 'big picture' vision and professional communication skills required for enterprise clientele.
• Ability to manage multiple projects to assure implementation and roll outs are done on schedule.
• Ability to work well under pressure.
• Ability to find creative solutions to challenging problems.
• Desire to excel and grow within the organization.
• Bachelor's Degree required.

Nice-to-haves

• Experience with B2B inside sales/outside sales/business development is a plus.
• Experience with renewals or upsells is a plus.

Benefits

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.
• Flexible PTO.
• Paid company holidays.
• 4 company provided, 'Recharge Days,' which are wellness days off for the entire company.
• Employee Assistance Program.
• Access to a wide variety of unique perks and apps: PerkSpot, Wellhub (Gym Pass), Carrot Fertility, Omada, Ladder, SoFi, Fetch Pet Insurance, Calm for Kaiser, Spring Health for Guardian, XP Health for Guardian (virtual eye-wear platform).
• 401k.
• Health, dental and vision insurance.
• Paid maternity leave.
• Employer paid short and long term disability and life insurance.