Client Success Manager

Azalea Health; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision insurance

Paid Time Off (PTO) flexibility

Employer-subsidized health insurance premiums

Job summary

A leading healthcare technology firm is seeking a Client Success Manager to enhance client satisfaction and increase retention. The role involves building strong client relationships through effective engagement plans and proactive risk management. Candidates should have a Bachelor's degree and 3-5 years in SaaS Customer Success, with a focus on Healthcare IT. The successful candidate will analyze key metrics and advocate for clients to improve outcomes, while also enjoying competitive benefits and a flexible work-life balance.

Qualifications

• 3-5 years of experience in SaaS Customer Success.
• 2+ years of experience in Healthcare IT or Customer Support.
• Ability to influence through persuasion and negotiation.

Responsibilities

• Understand client objectives and identify areas for value addition.
• Manage and support client relationships as a trusted advisor.
• Analyze client satisfaction metrics and drive improvement.

Skills

Customer advocacy

Relationship building

Client engagement planning

Analytical skills

Communication skills

Multi-project management

Education

Bachelor's degree in Business Administration or related field

Job description

IN SUMMARY...

Azalea Health is seeking a highly skilled Client Success Manager (CSM) to collaborate closely with clients to understand their business objectives and identify opportunities to increase client satisfaction, reduce churn, and strengthen brand loyalty. The successful candidate will meet or exceed retention targets and be responsible for developing and executing strategies that leverage client relationships for referral opportunities through outreach and advocacy.

If you want the challenge of contributing to a critical function that fuels the success of Azalea Health, then this may be the role for you.

WHAT YOU WILL DO...

• Develop a deep understanding of each client\'s business objectives, challenges, and goals, and work closely with clients to identify areas where Azalea Health can add value, improve client satisfaction, and increase referenceability
• Build strong relationships with clients by serving as a trusted advisor, providing guidance and support to ensure clients achieve their desired outcomes
• Develop and execute client engagement plans, including regular check-ins, business reviews, and ongoing communication to ensure clients are achieving their desired outcomes
• Develop and manage client centric programs focused on improving the client journey
• Successfully manage your book of business by ensuring each client achieves its business outcomes while maximizing client health
• Proactively identify potential risks to client satisfaction and develop strategies to mitigate these risks
• Collaborate with other departments, such as Sales, Product, and Technology to ensure client needs are met and feedback is incorporated into future product and service offerings
• Advocate for clients internally and work to resolve any issues or concerns they may have
• Analyze and report on client satisfaction and other key metrics, and using this information to drive continuous improvement
• Maintain updated knowledge of Azalea Health\'s software products and services – with the ability to perform demonstrations of all Azalea products and services to clients as needed
• Perform other duties as assigned

BACKGROUND AND SKILLS YOU WILL BRING...

• Bachelor\'s degree in Business Administration, Business Management or related field or relevant equivalent experience required
• 3-5 years of experience in SaaS Customer Success; 2+ years of experience in Healthcare IT, Customer Support required
• Prior demonstrated experience with clinical and quality measure workflows
• Prior Revenue Cycle Management experience preferred
• Demonstrated results in driving customer adoption and advocacy
• Ability to influence through persuasion, negotiation, and consensus building
• Ability to juggle multiple projects and initiatives simultaneously and effectively collaborate across internal teams while working in a fast-paced environment
• Excellent communication skills, both written and verbal, are essential, as is the ability to collaborate with other teams and stakeholders
• Ability to travel up to 20%

SUCCESS LOOKS LIKE...

• Being aggressive and taking initiative; we trust you to move the needle forward
• Doing the job; outcomes are just as important as strategy
• Being adaptable and amenable to meet the changes of a dynamic and evolving industry
• Demonstrating humility; partnership and collaboration define who we are and how we operate
• Tapping into your innovative side; conventional is not always correct

HOW WE INVEST IN YOU...

• Competitive and comprehensive benefits: Coverage options to support the whole person, including full medical, dental, vision, telehealth, and life insurance
• Generous employer sponsored subsidy towards employee's medical insurance premiums
• Azalea Health covers 100% of the premiums for Life AD&D, Telehealth, and Long-Term Disability for all eligible full-time employees
• Balance and flexibility: Simple Paid Time Off (PTO) options. You earn your time, use it as you choose.
• Economic opportunity: Competitive total rewards package that offers competitive pay and advancement opportunities

Azalea Health's EEO Statement

Azalea Health is an Equal Opportunity Employer committed to creating a diverse and inclusive workforce where our employees excel based on merit, qualifications, knowledge, ability, and job performance. We embrace and encourage our employees\' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and any other characteristics protected by federal, state, and local laws that make our employees unique.