Customer Success Key Account Manager

About Reveleer

Reveleer is a fast-growing technology-enabled services company that powers performance/quality measurement and risk adjustment solutions in healthcare. Specifically, Reveleer supports health insurance plans and Managed Care Organizations nationwide, leveraging software and other technology tools to accelerate their Risk Adjustment and Quality programs. Our mission is to efficiently work with healthcare providers to retrieve critical record data, and deliver reliable and auditable results, optimizing revenue and quality of care.

Position Summary
As a Customer Success Manager over a key account, you will own a key account and play a key role in driving customer goals, business transformation, and revenue expansion by ensuring the engagement, success, and growth of Reveleer's key account. The Customer Success Key Account Manager will ensure Reveleer customers successfully adopt the platform with a positive experience, driving growth for Reveleer through renewals and expansion.

Essential Functions

• Responsible for developing a strategy for your customer including relationship mapping, value outcomes, product adoption, customer experience, customer satisfaction and expansion.
• Assure the customer's overall successful adoption of Reveleer platform technology and Reveleer's timely fulfillment of related services throughout project lifecycle: onboarding to project close/billing.
• Be the one point of contact for the customer and coordinate and communicate cross functionally to resolve issues, relay feedback and expand opportunities.
• Monitor tickets and manage resolution through customer support and engineering groups. Do not manage or communicate on technical issues without technical support.
• Improve engagement approaches based on customer segmentation while leading a culture of continuous improvement.
• Provide strategic direction on revenue expansion in accounts, working closely with sales management to align strategies through cross sell and up sell opportunities through cross sell and up sell opportunities.
• Lead day to day management of multiple projects including, but not limited to, creating work plans, identifying, and resolving critical project issues, client meeting coordination, assisting in monitoring project progress through analytic reports and other administrative tasks.
• Monitor Client vital signs using data to identify potential growth opportunities or account risks.
• Conduct business reviews by demonstrating Reveleer performance through project outcome data, as well as packaging enhancements for areas needing improvement.
• Articulate changes to Reveleer's technology product roadmap and support Clients through new feature/function adoption
• Act as the main POC, defining a success plan, ensuring mutually understood and agreed expectations and communicating issues clearly.
• Rally Reveleer's internal teams and resources to drive our execution in-line with customer's business goals.
• Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores.
• Discover and understand early churn signals and drive process throughout the organization to reduce churn and increase customer advocacy.
• Ensure processes for escalating client issues happen with speed and urgency, orchestrating resources across the company as appropriate.
• Develop and foster executive level relationships within clients.
• Deliver quarterly partnership reviews.
• Participates in departmental and organizational meetings regularly.
• Follow the company's code of conduct.
• Additional duties and responsibilities as assigned.

Position Success Metrics

• Customer Health Score
• Customer Retention
• Customer NPS
• Customer References
• Utilization of Platform Usage
• Expansion of services/software sold

Competencies

• Caring – Warm, sincere, calm, cool and collected energy and presence with the ability to develop relationships.
• Results Driven – Focus on achievement, motivated by results and outcomes, goal oriented.
• Analytical – Can look at data and determine any changes in trending or key performance indicators that could identify risk.
• Effectively Communicates – Speaks clearly, listens effectively, and responds well to questions; Writes clearly and informatively; Edits work for errors; Varies writing style to meet needs; Able to read and interpret information; Documents are accurate and delivered on time; Uses good judgement when communicating information.
• Problem Solver – Expertise managing client relationships and accounts for technically complex products and platforms with the ability to lead a resolution towards mutual success.
• Continuous Quality Improvement – Evaluates polices, programs, and services; Implements strategies for continuous quality improvement; Assesses the use of evaluation findings for improving policies, programs, and services; Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Customer Focus – Follows through; Courteous; Helps internal and external customers; Understands customer perspectives and needs; Assesses the effects of decisions on different customers and services; Facilitates collaborations among internal teams and the customer; Develops and maintains partnerships that will increase customer satisfaction and decrease risk.
• Interpersonal Skills – Builds strong relationships; Flexible and open minded; Receptive to feedback; Motivates employees and peers for the purpose of achieving organizational goals.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Adaptability – Adapts to changes in the work environment; Adjusts methods to best fit the situation; Able to deal with change, delays, or unexpected events. Can work with diverse groups of customers and internal stakeholders.
• Cultural Sensitivity – Models behaviors that reflect the culture of Reveleer; Awareness of the similarities and differences that exist between employees, teams, departments, and customers to build more effective relationships.

Required Education and Experience

• Bachelor's Degree preferred or equivalent work experience required.
• 8-10+ years' experience in a customer-facing account or vendor management role, managing Risk Adjustment projects specific to Medicare, Medicaid, and Commercial lines of business, or other relevant healthcare experience.
• Strong Project Management skills with demonstrated ability to manage and track multiple customer requests, issues, and project plans. (CAPM/PMP preferred)
• Self-motivated, team player with exceptional organizational, presentation and communication skills, both written and verbal.
• Track record of performing in agile, SaaS based environments with high levels of professionalism and interpersonal savvy in high-stress situations.
• Proficiency with MS Office, advanced proficiency in Excel.
• Ability to travel.

Salary Range: $150,000 - $200,000 / annually

Reveleer E-Verifies all new hires.

Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.

Reveleer is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or genetic information, in compliance with applicable federal, state and local la