Customer Success Executive
Artera
Responsibilities
- Acts as a post-sale customer point of contact, using industry business processes, strategic thinking, product knowledge, and technical expertise to increase product adoption and utilization
- Assists in customer renewals and focuses on improved customer retention
- Develops strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads
- Fosters high-level relationships with customers to assure strong relationships are intact at the value realization and buyer level
- Works with the customer on a mutually agreed upon Customer Success Plan to drive increased value for Artera’s products and services
- Handles escalations and coordinates across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
- Strategic partner to customers to drive metric driven results where applicable
- Able to understand complex customer challenges and find ways to use our products to help customers resolve issues
- Highly consultative with customers and provides tools and processes to improve the overall Customer Success organization
Requirements
- BA/BS required
- 6-10+ years in customer success, professional services, or operations positions within the healthcare industry or SaaS based companies; or a combination of 4-8 years related experience and an advanced degree
- Experience being a strategic and consultative partner to customers
- A deep understanding of patient workflows and hospital operations
- Finely honed relationship building skills, ranging from C-suite to IT and clinical end users
- Deep understanding of Salesforce CRM and disciplined record keeping concerning customer engagement
- Proven track record of working in a customer-facing environment and developing/driving internal initiatives to increase user engagement and satisfaction
- Comfortable with managing ambiguity, even when things are not defined or the way forward is not certain
- Ability to analyze customer usage data and develop recommendations based on data driven insights
- Effective at prioritizing customer needs and elevating issues that will have the most impact on customer satisfaction, retention, and growth
- Available to travel around 20-30%
Bonus
- Expertise working with healthcare related data and technologies; hands-on experience with leading electronic medical records (EMRs)
- Familiarity with Gainsight
- Master’s degree in business, healthcare administration, or other healthcare-related field
30/60/90
- Within 30 days you will:
- Become product certified
- Begin shadowing customer calls
- Within 60 days you will:
- Meet key colleagues; start to build internal relationships
- Go through tools and systems training
- Start to get some accounts assigned to you
- Within 90 days you will:
- Independently manage accounts