Customer Success Manager - HCIT (EHR/EMR)

Company Background

• eVisit, headquartered in Mesa, AZ, is a telemedicine software company seeking to revolutionize healthcare delivery by creating physician-first tools that fundamentally simplify healthcare. Our
• HIPAA compliant telemedicine software was built for providers, by medical physicians, to optimize patient flow and boost practice revenue; while providing added convenience and high-quality care to patients, whether at work, home, or on the road.
• eVisit is the fastest growing telemedicine software platform. The company is comprised of a unique team of talented individuals whose experiences are driven from backgrounds in healthcare and software development fields.

Customer Success Manager

• As a member of the Customer Success Organization, the Customer Success Manager will be responsible for managing the customer’s lifecycle journey, positioning him/herself as a partner and trusted advisor to the customer.
• The CSM is the primary point of contact to the customer and is responsible for helping a customer connect their vision to tangible outcomes.

About You:

• You are passionate about technology and its potential to positively impact everyone’s access to higher quality, more convenient healthcare.
• You thrive in a highly-collaborative environment and are motivated by working with other high-performers.
• You find creative ways to engage with customers, build relationships, and influence the organizational process.
• You’re dedicated to professional development and personal growth
• You’ve built relationships that you can leverage to grow the account and the company together.

Job Responsibilities/Major Functions:

• Define and optimize customer journey to facilitate customer ROI Attainment
• Create and Manage a Success Plan for customers in your assigned segment
• Define and oversee lifecycle processes/touch points
• Identify opportunities for continuous improvement
• Manage and lead the Customer Executive Business Review Process for customers assigned to your segment.
• Drive value for customers
• Engage with customers to drive software adoption.
• Demonstrate and promote new products, enhancements, and updates.
• Support assigned accounts to drive product adoption and ensure they leverage the solution to achieve full business value
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
• Provide targeted software training to Customers as needed
• Actively manage customer health to keep customers engaged in the platform and adopting each new feature.
• Be a trusted advisor to customers, driving product usage
• Identify ways to increase client usage, identifying processes, best practice, and workflows within the organization to better leverage product solutions.
• Drive alignment with Renewals & Upsell and Sales
• Engage in the renewal process with clients within your segment; proactively driving the retention rate of our customers
• Forecast retention, expansion, and new product offerings for assigned accounts by utilizing Key metrics
• Own tracking and reporting for key business and growth metrics including churn by segment, upsell by segment, and overall renewal cohort customer health.
• Prioritize resources using a data-driven approach focusing on at-risk scenarios and expansion opportunities
• Provide quarterly account status reports and action plans for identified customers
• Make data-informed decisions

Requirements

• Bachelor's degree or equivalent practical experience required, MBA preferred.
• 3+ years of experience as a Customer Success Manager, Account Manager, Business Development Manager, or Similar.
• Experience managing renewal conversations and renewing existing agreements within a Saas application lifecycle.
• Experience in business strategy consultation; advising and driving strategy at the Executive level of growth-focused organizations.
• Strong financial acumen and business sense.
• Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry.
• You learn technology quickly and navigate it with ease.
• Ability to travel 10% of time in US

Benefits

• Competitive salary
• Great benefits package including medical, dental, vision, HSA & FSA plans
• 401(k)
• Generous PTO plan, plus 12 paid national holidays
• Fun, collaborative environment where the company is working to define the future of telemedicine
• Excellent opportunity for professional growth