Lead-Customer Success Account Manager Healthcare

Overview

Key responsibilities

• Lead and mentor a team of Customer Success/Account Managers in the healthcare sector
• Develop and execute strategic account plans to ensure client retention and growth
• Collaborate with sales and implementation teams to ensure a smooth onboarding process for new clients
• Proactively identify and address client needs concerns and objectives
• Monitor and analyze client usage and performance metrics providing insights and recommendations
• Drive customer advocacy and referenceability through successful client relationships
• Conduct regular business reviews and provide strategic guidance to clients based on their business needs
• Be the primary point of contact for escalated client issues ensuring prompt resolution
• Stay updated on industry trends and best practices to provide valuable insights to clients
• Participate in the development and improvement of customer success processes and best practices
• Collaborate with crossfunctional teams to ensure client satisfaction
• Manage contract renewals and expansion opportunities with existing clients
• Contribute to the development of case studies and success stories to showcase client achievements
• Provide input into product development based on client feedback and needs
• Travel to client sites as needed

Required qualifications

• Bachelor s degree in Business Healthcare Administration or relevant field
• Proven experience in a customer success or account management role within the healthcare industry
• Demonstrated success in leading and developing highperforming teams
• Comprehensive understanding of healthcare industry dynamics regulations and challenges
• Strong business acumen and ability to drive value and ROI for clients
• Excellent communication interpersonal and negotiation skills
• Analytical mindset with the ability to interpret data and provide actionable insights
• Strategic thinking and problemsolving abilities
• Proactive and resultsoriented approach to client management
• Ability to thrive in a fastpaced dynamic environment
• Proficiency in CRM and account management software
• Strong project management and organizational skills
• Ability to travel as needed
• Certifications in Customer Success or Account Management (e.g. CSAP CSAA) a plus
• MBA or relevant advanced degree a plus
• Knowledge of healthcare IT systems and software a plus

account management,communication,healthcare industry