Strategic Enterprise CX Manager & Growth Partner

Prospyr Medical; United States; Sur place; USD 120 000 - 180 000; Plein temps

Résumé du poste

Prospyr Medical is seeking an Enterprise Customer Experience Manager to lead the ongoing success of our largest customers, owning relationships across executives and stakeholders, and aligning outcomes with Prospyr's product and services.

You’ll partner with Implementation, Support, Product, Engineering and Sales to ensure adoption, retention and expansion, acting as the primary relationship owner for a strategic portfolio.

Qualifications

• 4+ years of Customer Success, Account Management, or Enterprise SaaS experience.
• Experience managing complex or multi-location customers.
• Strong executive communication and relationship-management skills.
• Ability to understand operational workflows and translate business problems into solutions.
• Comfortable navigating escalations and coordinating across Product, Engineering, Support, and Sales.
• Commercial mindset with experience identifying retention and expansion opportunities.
• Organized, proactive, and comfortable managing multiple strategic accounts simultaneously.
• Healthcare, medical aesthetics, wellness, EMR, or vertical SaaS experience is a plus.

Responsabilités

• Serve as the primary point of contact for enterprise customers.
• Build relationships with executives and key stakeholders across customer organizations.
• Develop a deep understanding of each customer's business model, goals, workflows, and growth plans.
• Drive adoption of Prospyr across locations, providers, and teams.
• Identify underutilized features and develop plans to increase adoption.
• Help customers optimize workflows across scheduling, payments, communications, reporting, marketing, AI, and other Prospyr capabilities.
• Connect customer objectives to measurable outcomes within the platform.
• Develop and execute retention plans for at‑risk enterprise customers.
• Identify opportunities for additional products, locations, users, and services.
• Partner with leadership and Sales on renewals and expansion opportunities.
• Maintain clear visibility into account health, risks, opportunities, and next steps.
• Represent the voice of enterprise customers internally.
• Coordinate escalations across internal teams and maintain customer communication through resolution.
• Help customers understand new releases and capabilities relevant to their business.

Connaissances

Customer Success

Enterprise SaaS

Executive communication

Account management

Workflow analysis

Escalation management

Retention & expansion

Multi-location accounts

Healthcare SaaS

Description du poste

Prospyr Medical is seeking an Enterprise Customer Experience Manager to lead the ongoing success of our largest customers, owning relationships across executives and stakeholders, and aligning outcomes with Prospyr's product and services.

You’ll partner with Implementation, Support, Product, Engineering and Sales to ensure adoption, retention and expansion, acting as the primary relationship owner for a strategic portfolio.