Customer Success Manager, Illinois

Change.org, PBC; United States; Remote; USD 95,000 - 115,000; Full time

Job summary

HHAeXchange, a leading homecare technology platform, seeks a Customer Success Manager based in Illinois to drive client retention and value realization across implementation and live environments. You will manage executive relationships, perform product demonstrations, and collaborate with sales to grow opportunities.

Key skills include customer relationship management, communication, problem solving, and project management.

Qualifications

• Bachelor’s degree required.
• 3+ years of client service experience required.
• Healthcare/homecare industry and/or SaaS platforms experience preferred.
• Experience with a partner ecosystem preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Strong client relationship management skills with ability to solve problems.
• Collaborative and self-motivated in a dynamic environment.
• Detail-oriented with ability to complete tasks thoroughly and timely.
• Strong organizational, project management, and multitasking skills.
• Ability to manage high-pressure situations and conflict resolution.

Responsibilities

• Build and maintain relationships with clients as primary contact for day-to-day items.
• Ensure client retention through exceptional service and support.
• Assist with client requests or escalations and coordinate with teams to resolve issues.
• Uncover client needs and understand organizational landscape.
• Ensure timely delivery of solutions meeting customer objectives.
• Provide insightful feedback from client interactions to leadership.
• Document weekly client health via status reports and reviews.
• Travel to client sites, conferences, and events to ensure project success.
• Lead tailored product demonstrations to show value of additional solutions.
• Stay updated on industry knowledge and product offerings.
• Develop trusted advisor relationships with key accounts and offer on-site guidance.
• Collaborate with sales to identify and grow opportunities within market.
• Address gaps in implementation, services, or client needs.
• Manage KPIs to drive customer satisfaction.

Skills

Client relationship management

Communication skills

Problem-solving

Project management

Organization

Presentation skills

Education

Bachelor’s degree

Tools

Salesforce

MS Office Suite

Job description

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

We are seeking a Customer Success Manager to join our growing team. This position will require residing in the state of Illinois.

This role will serve as the point person for designated HHAeXchange clients. The Customer Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Customer Success Manager will focus on retaining and growing customer relationships.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market
• Ensure client retention through delivery of exceptional service and support
• Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution
• Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape
• Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals
• Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership
• Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
• Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives
• Lead tailored product demonstrations to show the value of additional HHAeXchange solutions
• Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings
• Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required
• Collaborate with sales team to identify and grow opportunities within market
• Address gaps in implementation, services, support and or/client needs
• Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader

Travel Requirements

• Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• Bachelor’s degree required
• 3+ years of client service experience required
• Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
• Experience with a partner ecosystem preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong client relationship management skills with the ability to creatively solve problems to meet client needs
• Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
• Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
• Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
• Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
• Proficiency in Salesforce and MS Office Suite
• Negotiation skills at all management levels with a high measure of authority in critical situations
• Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
• Strong problem-solving and analytical skills
• Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
• Passion for customer satisfaction with a great desire to succeed

The base salary range for this US-based, full-time, and exempt position is $95,000 - $115,000 not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.