Reporting to the Senior Director, Customer Experience the Enterprise Customer Success Manager is responsible for setting and managing the strategic plan for Large and Enterprise customers
They will be accountable to driving the client journey to ensure clients achieve ROI on their implementation of the AlayaCare Cloud software
Your main responsibility will be to enhance retention, adoption and foster the growth of your portfolio, which comprises AlayaCare’s most valued customers
As a strategic lead in the organization, they will be the key executive touchpoint, providing Quarterly Business Reviews and ongoing recommendations to optimize the customer lifecycle
As the key touchpoint for Enterprise organizations, the Enterprise Customer Success Manager will focus on relationship management at the corporate level, while also working with the implementation Project Manager to ensure the health and satisfaction of all customer stakeholders
Define the client journey by setting expectations for key milestones and ROI set in the sales cycle
Establish trusted advisor relationships with customer Executive team, developing an ‘influencer’ relationship, while working with internal teams to deliver a best-in-class customer experience
Maintain and actively manage a healthy client portfolio, building toward best-in-class Net Promoter Score and Net Dollar Retention outcomes
Provide Stakeholder updates to maintain engagement during Implementation to proactively advocate for customer concerns and mitigate identified risks
Address any escalated customer issues with speed and urgency, coordinating internal stakeholders
Deliver polished Quarterly Business Review presentations to clients that uncover new business uses, adoption of best practices and product roadmap updates
Monitor and maintain customer health scoring, proactively engaging with accounts based on health indicators
Help drive new business and reduce churn and building referenceable clients
Drive account growth outcomes through identifying expansion plays - upsell opportunities
Influence customer lifetime value through optimizing product adoption, customer satisfaction and overall health
Requirements:
The Enterprise Customer Success Manager is a subject matter expert on the market they operate in
5+ years in a customer facing role in an enterprise-level customer success or Acct Manager role in B2B environment
SaaS experience or experience working with post-acute software solutions
Proven experience managing and nurturing executive relationships with customers, including management of executive-level escalations
Demonstrated experience working with U.S. healthcare customers
Ability to anticipate needs, innovate, and flourish in a fast-paced environment
Excellent written, oral, and presentation communication skills, with a demonstrated ability to shape narratives supported by data
Ability to develop market-specific strategies and plans based on industry best practices (ex. Pre-sales, Consulting) to improve growth efficiency and net dollar retention
Collaborative team player with exceptional relationship and interpersonal skills
Contributes to a culture of transparency and accountability and has a track record of operating with high-integrity and honesty
