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Winnow AI, an early-stage technology company recently acquired by Aya Healthcare Company, is seeking a Customer Success Manager to drive a best-in-class customer experience and ensure our customers exceed their business objectives. The Customer Success Manager is responsible for establishing relationships with assigned accounts to promote customer retention, satisfaction, and value delivery. This includes responsibilities across the entire customer journey including onboarding new customer accounts, monitoring and analyzing platform utilization, conducting business reviews, managing customer concerns or escalations, improving awareness and adoption by medical leaders and physicians, providing feedback internally on areas of product/service performance, and working towards an established set of Customer Success-focused KPIs including contract renewals and pilot conversions.

Winnow AI is a data-science driven solution that unlocks predictive physician insights and untapped connections to bolster an organization’s provider recruitment and retention strategies. Winnow AI combines artificial intelligence with business intelligence to help organizations tap into unique sources of passive physicians. The model also predicts which physicians are likely to change jobs and where they are most likely to relocate. These insights equip medical leaders and in-house recruiters to drive novel candidate options, referrals, and create perfectly aligned provider teams, leading to faster, more efficient physician recruitment. Winnow’s innovative solution will help healthcare companies dramatically improve their ability to attract, hire, and retain the best-fit providers for their organizations

Who We Are:

We’re a $10 billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we’re obsessed with creating exceptional experiences for our clients, clinicians and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you’ll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities:

• Build and maintain executive and operational relationships with customers
• Recognize and strengthen customer sentiment based on knowledge of their goals and open communication around goal achievement
• Drive new client onboarding journey from implementation and training to launch and adoption with a spirit of process and change management with your client
• Critically review and monitor client utilization to identify improvement opportunities and create value driven goals and initiatives
• Document, analyze and track customer interactions - identify blockers and risks within their journey, act upon and communicate those risks to the rest of the organization
• Own gross revenue retention forecasting and results for your customer base
• Lead the renewal sales process - show the level of care, attention, and dedication necessary to obtain a customer renewal decision
• Collaborate with internal cross functional support, and product teams to understand and maintain expert knowledge of product configurations to quickly support your customers
• Offer live trainings throughout the customer journey to ensure their team is continually motivated and knowledgeable regarding the benefits and value of Winnow
• Collaborate on customer success content creation
• Onsite travel to facilitate stakeholder training and adoption as needed

Required Qualifications:

• Minimum of 4 years experience in Customer Success or Account Management
• Minimum of 2 years experience in B2B SaaS or subscription-based renewal environments, preferred
• Minimum of 2 years experience in healthcare, preferred
• Must be agile, resilient, and have strong critical thinking skills with the ability to creatively solve issues – remember we’re a start-up... embrace change
• Have a Generalist mentality to drive success across every aspect of the customer's journey
• Successful history driving customer retention, growth, and advocacy, preferred
• Competitive; driven to win and support a diverse team
• Ability to work in a fast-paced multidisciplinary environment, prioritizing efforts and managing customer expectations while maintaining attention to detail
• Demonstrated success in working towards change with a spirit of collaboration, urgency, and flexibility
• Maintains regular and predictable attendance
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Proven track record of working in a goal-oriented and self-directed environment
• Transparent and honest
• Amazing to work with

What We Offer:

• Free premium medical, dental, life and vision insurance
• Generous 401(k) match
• Aya also offers other benefits to those that are eligible and where required by applicable law, including reimbursements and discretionary bonuses
• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya’s general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling
• Celebrations! We hit our goals and reward ourselves.
• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon — plus, you get a special treat on your birthday!
• Unlimited DTO — we believe in time off!
• Virtual yoga, meditation or boot camp classes offered daily

Compensation: Aya reasonably anticipates the pay scale for this position to be $38.47 – $48.08 hourly, which equates to $80,000 - $100,000 annually, plus quarterly bonuses.

The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager’s discretion.

Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and welcomes all to apply. Please click here for our EEO policy.