Job Description

About Sandata Technologies: Sandata Technologies is the leading supplier of software technology solutions serving home care and I/DD agencies, managed care organizations, and state payer programs throughout the United States. The Sandata solution has been implemented by 15,000 Provider Agencies, 19 State Payers, and 50 MCO Payers to ensure their compliance with changes in regulatory/compliance requirements and ongoing complexities. We make it easier for these organizations to work together and to manage their businesses while also getting paid as quickly as possible.

Why work here: At Sandata, we are committed to creating a real and measurable Diversity, Equity, and Inclusion initiative. We will create a work culture where we are curious, celebrate, respect, and appreciate our unique diverse stories, and how we've come to where we are. We will do everything possible so that people know that we care about them as an individual and work to build equity in our people, systems, and processes. We are continuing to grow our efforts, and we will grow further together.

Sandata seeks an experienced Customer Success Manager, IDD who will be responsible for developing and expanding relationships within the current I/DD (Intellectual Development for Disabilities) accounts through strategic activities and programs designed to drive value and success for our customers. The CSM is the customer advocate and partners cross functionally within the organization on strategic initiatives, feedback loops and other projects to ensure value in the use of Sandata's products and services. This is a customer facing role with direct impact to overall customer experience by strengthening and growing the client relationship. This individual will report to our IDD Market Leader.

This position is remote and the candidate can sit anywhere in the United States.

What you will do:

Primary point of contact for specific Sandata customers.
Manage a portfolio of clients and make certain high level of satisfaction with the solution is achieved
Facilitate the transition out of implementation to go-live and support the client's drive towards self-sufficiency
Ensure customer retention and manage customers' success and growth by engaging with customers throughout the relationship lifecycle and executing the steps in our standard customer journey
Develop customer-facing success plans that outline critical success factors, key metrics, potential issues, and enhancement recommendations
Foster upstream/downstream customer relationships to help establish deeper customer relationships
Identify opportunities for customer experience improvement and engagement cross-departmentally to influence change
Organize, lead and participate in customer meetings (e.g., onboarding kick-offs, regularly scheduled operational calls, quarterly reviews)
Educate clients on self-service tools, release process, and other client programs to ensure a successful partnership
Participate/coordinate escalation of technical support issues with relevant product vendors
Become certified in Sandata's suite of products and stay up to date on new features, enhancements and/or system changes.
Effectively communicate with peers and all levels of management.
Facilitate meetings with internal teams, transfer knowledge.
Other duties and special projects as assigned.

What you will bring:

Bachelor's degree in related field or equivalent work experience.
3-5 years as a customer success manager and/or similar experience in a customer facing role (e.g., account management, solution consulting).
Strong sense of ownership and drive for excellence
History of driving successful change and improvement with impactful and measurable results
Ability to develop strong relationships with stakeholders at peer and executive levels
Ability to analyze and problem solve, breaking down ambiguous problems into concreate, management components and think through the optimal solutions.
Experience owning retention, churn rate, and organic upsells
Ability to identify key champions and potential areas of expansion
Self-learner and self-starter, able to become a product expert and customer advocate
Demonstrated ability to communicate effectively (knowing one's audience) using both oral and written skills.
Must work well within a cross-functional team environment as well as independently.
Motivation and ability to achieve CSM industry certification.
Experience within the healthcare industry, government healthcare programs, managed care organizations, and/or software development.
Strong business acumen.
Skilled in working with stakeholders to uncover core objectives and goals, and can translate those into key action items to provide value based outcomes.
Experience navigating complex organizations, and a high level of comfort with fast-paced environments that involve a degree of ambiguity.
Enjoys "getting their hands dirty" by digging into challenges within complex operations.
Open to input from other team members and departments. Provides feedback as a liaison appropriately, with data and use cases to help support the requests of the customer.
A self-starter who can establish priorities, meet deadlines and work independently with limited supervision.
Familiarity working with different systems/products (Jira, ZenDesk, Gainsight, DOMO) a plus.
Maintain privacy and confidentiality at all times.