We are looking for a Customer Service Manager with a strong background in SaaS, preferably from the Healthcare Industry. You will be responsible for relationship management as well as ensuring adoption and engagement with the BHC product. CSM’s play an integral role in our business, building strong working relationships with each and every client and driving annual renewals and upsells. This role will work cross-functionally, building relationships with Sales, Business Development and Product Management to accelerate usage and relay client needs.
· Education: Bachelor's degree
· Mid-Level
This position has an emphasis on sales and customer relationships, this individual will play a critical role in revenue growth at BHC. This is a partner facing role requiring industry expertise and a proven ability to manage large complex, multi-discipline accounts.
Exceptional ability to use critical thinking and analytical skills to support a variety of tasks. Other key skills are listed below:
· 5+years of experience in Digital/Technology Account Management
· Strong client service and relationship skills
· Highly developed analytical and problem-solving skills
· Experience in data analysis and Excel work
· Leadership in developing world class client presentations/QBR leadership
· Ability to thrive in a fast pace environment and meet specific goals
· Establish consultative and positive relationships with clients
· Ensure client expectations are exceeded consistently
· Drive upsell opportunities into BHC’s existing client base
· Transition new clients into the company seamlessly and create consistent process across all clients
· Develop standard methodologies and process strategies
· Understand client business goals and anticipate future needs to deliver efficient solutions
· Drive planning sessions to ensure client is able to fully utilize BHC to meet their performance and operational efficiency goals
· Conduct quarterly business reviews and check in points with key clients
· Phenomenal interpersonal skills and organized project management
· Elicit client feedback to act as internal advocate for our clients
· Communicate regularly with the customer to evaluate satisfaction
· Experience with CRM tools (Salesforce) and customer service experience is a plus
· Fully remote
· Some travel may be required
Head of Customer Success
BetterHealthcare is a one-of-a-kind technology company that specializes in connecting the patient, provider, and payer through an interoperable platform. Our team is comprised of highly motivated individuals passionate about increasing and improving access to healthcare services. In the last year, we expanded from physical therapy into the Renal Care and Applied Behavior Analysis verticals, while simultaneously transforming our data collection and analysis capabilities. We led implementations of leading data tools, including Salesforce, Segment, Google Analytics, Snowflake, and Looker. This culminated in bringing a first-of-a-kind data product to the healthcare market that visualizes the patient experience from the time they decide to see a provider through the actual appointment. Through this information we are empowering our customers to better serve their patients and improve outcomes.