Senior Customer Success Manager

How you’ll make an impact:

As a Senior Customer Success Manager on our customer success management (CSM) team, you will serve as a partner to your customers’ post-go live and be responsible for proactively ensuring that we drive continuously increasing value within each customer organization. You will act as a guide to develop an efficient, reliable, and effective financial management process for your customer base. The responsibilities of this role include:

• Account planning: assess how Strata can help customers deliver on their strategic objectives, as it relates to their financial management processes, including:
  • Gaining insight on customer’s strategic priorities and effectively matching them with opportunities related to the sale and retention of both software & services
  • Developing, gaining customer commitment, and managing the customer road map, continuously increasing the value Strata provides to the customer’s organization
  • Collecting insights on the impact of our work and socializing with the customer and internally at Strata
  • Collaborate with Strata’s Account Executive to identify leads
• Renewal management: lead the customer renewal process to ensure customers continue to invest in their relationship with Strata and that we achieve our company retention targets
  • Assess and quantify renewal risks
  • Establish and facilitate risk mitigation strategies in conjunction with Services and Product leadership
  • Negotiate renewal terms in alignment with Strata standards and in support of the customer’s success and Strata ARR growth
• Product & utilization: ensure customers utilize the full functionality of purchased products to the best of their ability
  • Understands and can communicate value proposition for Strata solutions and innovation
  • Facilitating current state analysis through best-in class scorecards
  • Measuring and driving improvement in system adoption & democratization
• Engagement: Ensure customers are informed and engaged via our annual user Summit, surveys, webinars, thought leadership and networking opportunities
• Experience: Serve as “Go-to” resource / owner of account health within Strata and ensure it is easy to do business with us, including quarterbacking the resolution of reoccurring/complex support issues and escalations
• Executive presence: facilitates executive communication internally and externally with escalations, account strategies, and the Strata value proposition
• Operations: Support design of new CSM programs and optimization of current programs

What we’re looking for:

• 5 years of experience in customer success management, project management or customer services roles
• 7-10 years of experience in healthcare (provider, payor, healthcare IT)
• Strong relationship management and customer service skills
• Self-motivated and enjoy navigating the unexpected scenarios that inevitably arise
• Demonstrated ability to lead & engage with cross-functional teams to solve complex problems
• Salesforce experience a plus
• You’d really wow us if you have:
  • Understanding of Strata’s market and ability to speak to customers regarding the problems being solved by our solutions

Estimated Salary Range: $113,000-130,000

Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.

Find out more about Strata benefits here.  

How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home. 

Thinking about applying?  
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to careers@stratadecision.com. 

Here @ Strata… 
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.  

We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.  

Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.

• We connect with positive intent.
• We are helpful.
• We own it.
• We get better every day.
• We are humble.