Customer Success Manager - Healthcare at eVisit | Torre
Customer Success Manager - Healthcare
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eVisit

Customer Success Manager - Healthcare

eVisit
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Full-time

USD75.4K - 100K/year

~COP150M - 200M/year

+ Equity

+ Bonuses

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Mesa, AZ
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Posted almost 3 years ago

Requirements and responsibilities

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 HIPPA compliant telemedicine software was built for providers, 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. The role involves defining and optimizing the customer journey, managing a success plan for customers, overseeing lifecycle processes, identifying opportunities for improvement, and driving value for customers. The successful candidate will also be responsible for tracking and reporting key business and growth metrics, prioritizing resources, and making data-informed decisions. Responsibilities: - 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 practices, 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 - Utilize 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
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