What are the responsibilities and job description for the Enterprise Customer Success Manager position at Elation Health?
Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. We've built a product that users love, and we plan to keep it that way by continuing to empathize with users and help them overcome challenges.
We are seeking a mission-driven, enterprise customer success manager to join our team. The Enterprise Customer Success Manager will be responsible for the success and growth of strategic accounts, ensuring coordination, integration, and an overall consistent and successful customer experience. This role requires excellent relationship management skills, a deft ability to influence positive change, and attention to detail across multiple projects: We succeed by making our customers successful.
As a Customer Success Manager, you will...
- Own churn, retention and growth targets for your book of business.
- Build strong relationships with Elation customers, seeking to understand their business and share that knowledge internally
- Act as an advisor on the Elation platform to the customer; educate providers and staff on the best practices of Elation
- Seek the "why" behind our customers' requests to ensure we address their issues and meet their goals, including holding regular external and internal business reviews of account health.
- Partner closely with practice innovation, product development, sales and marketing to deliver amazing user experiences for your cohort and achieve your customers' goals.
- Collaborate with internal teams in developing offerings and plans that address incremental growth of your cohort, revenue, market share and new logo acquisition
- Demonstrate a passion for solving big, challenging problems in healthcare and working with primary care providers to lower cost and deliver better patient outcomes.
Qualifications
- 5 years of B2B Mid-Market or Enterprise customer success, account management, and/or service management experience, with a history of driving revenue through retention and expansion of existing accounts.
- Aptitude for not only selling technical and complex products and services but also training others to do the same through enablement activities.
- Must be a self-starter with ability to plan, forecast, and deliver specific results and work independently as well as within a team environment
- Strong desire to build long-term relationships with your customers and serve as an advisor for all aspects of their success.
- Strong project management skills both internal and external; Excellent communicator both written and verbal
- Experience in healthcare or SaaS is a benefit. Interest in healthcare is required.
Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.
We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.
Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation's mission of helping independent primary care thrive.
As a healthcare technology company whose mission is to support IPCPs and frontline healthcare workers, and as a tight-knit company where we have the utmost concern and care for our team members, Elation Health has adopted a Mandatory COVID-19 Vaccination Policy.
This policy will comply with all applicable laws and is based on guidance from the Centers for Disease Control and Prevention and local health authorities.
We will not require any candidates to be vaccinated in order to interview for our open positions, but all new hires at Elation will be required to share a copy of their vaccination certification or present documentation to request an exemption.
In compliance with the EEOC, any team member in need of an exemption from this policy due to a medical reason, or because of a sincerely held religious belief must provide People Ops (hr@elationhealth.com) with appropriate documentation. For a medical exemption, we require a doctor's note, and for a religious exemption, we require a note from the team member outlining the request.
