Enterprise Customer Success Manager at Elation Health
San Francisco, CA, US
Our San Francisco-based team is committed to enhancing physician and patient quality of life through Elation: our cloud-based, clinical platform. Since inception, we’ve been focused on building a world-class Electronic Health Records (EHR) solution that creates an experience of delight and ease for physicians, and that our users love.
The Strategic Account Customer Success Manager (CSM) is an energetic customer facing professional who will engage, retain and drive our customers’ understanding of existing and new product offerings. The Strategic Account CSM assists in the post-sales lifecycle for a portfolio of Elation’s Strategic Accounts, serving as a trusted advisor while aligning the Strategic Account needs with the long term Elation strategy.
The ideal candidate will be as passionate about Elation’s mission to empower physicians as they are about providing an exceptional experience for every customer. As the voice of the Customer at Elation, we expect our Customer Success Managers to be active listeners but also strategic thinkers who understand that wearing both the company and the customer hat equate to success for both.
Manage the retention and organic growth of a book of select strategic accounts.
Produce a bi-weekly retention forecast for your book of business.
Act as a trusted advisor, thought leader and subject matter expert to customers both internally and externally.
Proactively work directly with strategic account business customers interacting with various levels of individuals ranging from Program Managers to C-level depending on the company.
Oversee the implementation as driven by an Implementation Manager, ensuring an on-time and robust implementation.
Serve as a point of escalation for the User Success and Implementation teams for large scale or escalated issues for your strategic account customers.
Throughout the customer relationship and strategically through quarterly business reviews you will:
Develop and maintain a deep understanding of customers’ business drivers and care goals and steer program activities to align with those initiatives.
Manage customers’ success metrics and expectations.
Monitor and measure customer satisfaction.
Succinctly communicate ROI and ensure customer growth and renewal.
Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst implementation, sales, marketing, finance, and product teams.
Analyze and monitor customer data to draw insights and optimizations with the goal of communicating those findings to the customers as well as adjust campaigns and programs for better marketplace performance.
Keep all customer needs, questions, contract information, and actions up-to-date using SFDC and Asana.
Strong empathy for customers and their success.
Proactive, positive, self-starter, and team player with a love of continually improving the processes around you.
Ability to work in team-based, collaborative environment and passion for contributing to the creation of a world class customer success function.
Ability to manage resources cross-functionally to achieve short and long term outcomes that drive customer success.
Capability to communicate brand/products effectively and clearly both cross-functionally (sales, product, marketing) and externally (customers) over multiple mediums.
Track record of working in a customer-facing environment and developing/driving initiatives to ensure or improve upon a customer’s return on investment with your services.
Ability to digest complex data and translate it back to customers in a manageable and concise way.
Excellent presentation and meeting facilitation skills including to small to medium groups.
Demonstrable success in thinking strategically, executing tactically while providing.
Consistent and high level customer satisfaction and retention in a fast-paced environment.
3-5 years of experience in B2B environments with preference for customer success, account management, sales or consulting background
Occasional travel for in-person customer meetings
Commitment to Elation’s mission and values