HHAeXchange
Customer Success Manager, New York
New York City Metropolitan Area · Full-time
Sponsorship not specified$100k-$120kDetected 13 days ago
Project ManagementSalesforceSalesNegotiationCustomer SuccessCommunicationProblem SolvingMicrosoft Office
About the role
- This position will require residing in New York, New Jersey, or Connecticut, with a strong preference to candidates in the New York City Metro Area.
- This role will serve as the point person for designated HHAeXchange clients.
- The Customer Success 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.
Responsibilities
- Ensure client retention through delivery of exceptional service and support.
- Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership.
- Lead tailored product demonstrations to show the value of additional HHAeXchange solutions.
- Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings.
- Collaborate with the sales team to identify and grow opportunities within the market.
- Address gaps in implementation, services, support and or/client needs.
- Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.
- Strong 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
Requirements
- Bachelor's degree required
- 3+ years of client service experience required
- Proficiency in Salesforce and MS Office Suite
- Strong 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
- Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
Nice to have
- Experience with a partner ecosystem preferred
Skills
- Excellent verbal, written, and interpersonal communication skills
- Negotiation skills at all management levels with a high measure of authority in critical situations.
- Strong problem-solving and analytical skills
Compensation
- The base salary range for this US-based, full-time, and exempt position is $100,000 - $120,000, not including variable compensation.
Benefits
- Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews.
- Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
- Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
Visa & Work Authorization
- sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law
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This listing is sourced directly from HHAeXchange's careers page and normalized into a canonical job model.