About Net Health
Belong. Thrive. Make a Difference.
Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.
A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home!
As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.
World-Class Benefits That Reflect Our World-Class Culture.
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JOB OVERVIEW
Success is defined as helping customers achieve their business outcomes through the use of Net Health’s technology and services. The purpose of the Enterprise Client Success Manager is to partner closely with designated Net Health customers throughout the customer lifecycle to gain a deep understanding of their business goals and needs. Equipped with a thorough knowledge of the customer’s’ goals, the Customer Success Manager will apply solutions using Net Health applications, features, services and processes to drive adoption and growth and deliver success for their customers.
Ensures that the customer is satisfied with company projects and services. May work closely with Sales Account Manager and oversee day to day relationship with client or client programs. Ensures that schedules and budgets are met according to contractual agreements. Works with client to cultivate future projects and qualify new opportunities. Consults with other team members (project management/services/support/customer care) to be sure mutual objectives are met.
This role will work closely with key departmental and project stakeholders across the organization. Therefore, the ability to work collaboratively and effectively with all levels of management and staff within the organization is a key priority in this role. No supervisory responsibilities required for this position.
RESPONSIBILITIES AND DUTIES
- Foster the highest level of service delivery to assigned customers to ensure a strong customer relationship, strong customer satisfaction and success toward achieving goals.
- Deliver and be able to clearly articulate ROI to assigned customers throughout the customer lifecycle.
- Identify and address goals, needs and issues, educate on products, drive adoption and utilization, achieve retention goals and foster expansion opportunities for clients.
- Own relationship with client c-level executives and ensure our alignment with high level strategic goals
- Partner with 360 Services to foster adoption, utilization and attainment of ROI
- Confidentially communicate our unique value proposition and client ROI attainment at the executive level to support customer retention
- Strategically engage Net Health executive leadership to ensure achievement of client goals and retention
- Collaborate with the product team to ensure enterprise clients feedback and requests are appropriately considered and included in our development and roadmap
- Coordinate with Sales team to ensure the retention and expansion of assigned customers.
- Develop a broad yet deep understanding of Net Health’s products and services as well as assigned customers’ HIT needs which include understanding key customers’ business models and workflow. Use this information to develop and execute a Customer Success Plan.
- Consistently and appropriately apply defined prescriptive events to facilitate and monitor customer engagement and success
- Monitor and analyze customer consumption and utilization of Net Health products. Educate customer on results and consult on possible improvements.
- Be proactive and provide communication with customers.
- Encourage customer participation in Net Health initiatives such as webinars, customer conferences and product feedback.
- Conduct internal leadership meetings around key clients to keep Net Health to keep leadership apprised of progress towards goals and resolution of issues as needed
- Coordinate with other Net Health departments as needed to ensure that escalated issues are resolved in a timely manner, meeting any SLA requirements and managing expectations with the customer.
- Leverage Net Health Professional Services and Critical Care teams as appropriate to ensure the needs of the customer are met.
- Owning responsibility for $5,000,000+ in client revenue
- Serve as the SME for your assigned customers.
QUALIFICATIONS
- Bachelor’s Degree or equivalent experience
- 6+ years relevant experience
- 5+ years’ experience working with C-Level executives and staff
- 5+ years’ experience navigating large and complex client relationships for successful outcomes
- Strong leadership skills
- Proactive and solution focused mindset and approach
- Excellent problem-solving and analytical skills
- Ability to convey information clearly and effectively through both formal and informal documents and presentations
- Strong project management and organization skills
- Advanced ability to prioritize and manage a dynamic workload
- Ability to navigate and serve customer across multiple complex projects
- Proven ability to manage enterprise accounts with $1,000,000+ annual value
- Up to 25-30% travel may be required
REQUIRED SOFTWARE EXPERIENCE
- Microsoft Office Suite
- NetSuite
- Salesforce or equivalent
Note: This job description is not intended to be all-inclusive. Employee may perform other related duties as requested to meet the ongoing needs of the organization.
Colorado Pay Law: If you are a Colorado resident and this role is available in Colorado or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to [email protected]
If you are a CA, CT, CO, IL, MD, NV, RI, WA or NY City resident and this role is available in one of those locales or remote, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. Please send an email to [email protected]
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