HHAeXchange
healthcare
CustomerSuccess(Operations)Manager
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success (Operations) Manager at HHAeXchange. Skills: client retention, customer success, SaaS solution consulting, relationship management, operational execution. Build and maintain relationships with clients. serving as primary point of contact for day-to-day operational items”
What You'll Achieve.
evaluate client success and business impact; retaining and growing customer relationships; meeting and exceeding agreed-upon customer satisfaction goals; Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.
Industry & Context.
client relationship management skills with the ability to creatively solve problems to meet client needs; problem-solving skills; analytical skills
Residing in Ohio, Regularly travel to client sites, conferences, and industry events, Travel 10-25%, including overnight travel
What They're Looking For.
Must Have
3+ years of client service experience, Excellent verbal, written, and interpersonal communication skills, client relationship management skills with the ability to creatively solve problems to meet client needs, Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment, Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner, organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks, Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios, Proficiency in Salesforce and MS Office Suite, Negotiation skills at all management levels with a high measure of authority in critical situations, Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders, problem-solving and analytical skills, Demonstrated understanding of the healthcare industry, Passion for customer satisfaction with a great desire to succeed
Nice to Have
Experience with healthcare /homecare industry, experience with SaaS platforms/operational software, Experience with a partner ecosystem, specific understanding of home-based care
What You'll Do.
Build and maintain relationships with clients
serving as primary point of contact for day-to-day operational items
Ensure client retention through delivery of exceptional service and support
Assist with challenging client requests or issue escalations
Uncover the true business needs
and challenges that clients are facing
Ensure the timely and successful delivery of solutions according to customer needs and objectives
Maintain weekly communication with assigned clients
document the health of clients in weekly status reporting and quarterly client reviews
Lead tailored product demonstrations
Develop trusted advisor relationships with key accounts
Address gaps in implementation
support and or/client needs
How You'll Work.
Team & Collaboration
Partner cross-functionally with product; provide insightful feedback from client interactions to leadership; Collaborate with the sales team; coordinate teams; drive resolutions
Communication Scope
Excellent verbal, written, and interpersonal communication skills; Maintain weekly communication with assigned clients
Process & Methodology
organizational skills, project management skills, multitasking skills, manage multiple high-priority tasks, tracking, incident response, ensuring commitments are met, own SLAs, track their work
Full Job Description
## Description HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. We are seeking a Customer Success (Operations) Manager to join our growing team. This position will require residing in Ohio. This role will serve as the point person for designated HHAeXchange clients. The Customer Success (Operations) Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution, and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Customer Success (Operations) Manager will focus on retaining and growing customer relationships. They will be responsible for day to day execution, including coordination, delivery, tracking, incident response, and ensuring commitments are met. They will own SLAs, coordinate teams, drive resolutions, and track their work. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ## Essential Job Duties Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market. Ensure client retention through delivery of exceptional service and support. Assist with challenging client req
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