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Enterprise Customer Success Manager

  • Location: Chicago, Illinois
  • Type: Direct Hire
  • Job #2216

Carex’s partner, based in Chicago, is a healthtech startup seeking an Enterprise Customer Success Manager. The Enterprise Customer Success Manager oversees the post-contract activities for their health system partners. They are responsible for effectively managing all aspects of client product delivery including but not limited to scoping and design, workflow analysis, technical setup, implementation/training, follow-up, reporting, and outcome analysis. He/she works directly with the Customer Economic Buyer to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that customers understand value delivered through the solution. He/she acts as a trusted adviser to key customer stakeholders and proactively identifies opportunities for expansion and optimization. Internally, this position contributes to the development of best practices and mentors teammates in their growth and development.

What you’ll do:

This includes but is not limited to:

Account Growth

  • Manage and be responsible for the economic buyer relationship with each assigned enterprise
  • Identify and empower “Clinical Evangelists” in order to accelerate expansion throughout large health systems
  • Tailor standard QBR presentations & develop case studies of success in alignment to customer goals and expansion opportunities
  • Lead a renewal process covering planning, forecasting and execution
  • Grow the value of customer base via high levels of renewal and account expansion

Implementation & Project Management

  • Serve as the primary contact for the onboarding of new customers, defining program goals, and oversee implementation
  • Enable successful roll-out of software tools, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
  • Build relationships with lab reps to further support and execute deployment of solution
  • Utilize HubSpot CRM to log customer communication, manage site onboarding, and renewal/upsell pipeline

Trusted Advisor

  • Help customers succeed in their business goals by partnering on optimization projects, outcomes analysis, and account expansion
  • Deliver commercial teaching presentations to share best practices and encourage development of high-risk program
  • Constantly evaluate account health using quantitative and qualitative factors, then spring into action to address flagging accounts
  • Demonstrate product expertise across the entire product portfolio, and strive to use that knowledge to make customers successful in their businesses
  • Build trust with customers’ business staff in order to secure references, referrals, case studies, etc.

Start Up Skills

  • Create policies and procedures that optimize the customer experience
  • Wear multiple hats and pitch in to help the organization meet both customer and investor goals
  • Can effectively cope with change, shift gears comfortably, and act without having the total picture

What you’ll bring:

  • Has 5-8 years of Customer Success experience for a healthcare technology, EHR, or technical B2B software solution. In an early or growth stage SaaS software company preferred.
  • Bachelor's degree or equivalent experience, Business/Genetics/Health Administration preferred.
  • Experience working with large enterprise customers and successfully increasing the lifetime value of the contract
  • Is exceptional at solving problems in an independent and data-driven manner. Ability to translate data into insights.
  • Excellent project management skills to track large, complex software implementations across multiple customer sites
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Understanding of clinical environments and workflows preferred
  • Is experienced with the Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Is passionate about genetics, women’s health, and mission to improve healthcare through technology

*****Is willing to travel to on-site customer meetings for implementations and annual reviews – travel is estimated at 30%****

Benefits

  • Competitive pay and benefits (Health, Vision, Dental, HSA/FSA, EAP)
  • Travel & gym membership subsidies, commuter benefits
  • Unlimited PTO
  • Passionate, high-energy culture with a team of people that are excited to get stuff done and make an impact
  • Building things to save lives

#LI-TB1

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