Senior Manager, Customer Success

How you’ll make an impact:
A Senior Customer Success Manager (CSM) on our team will lead customers on their journey to continuously increase the value they receive from Strata’s products and services. The Senior CSM will develop relationships with the executive teams across several health systems (approximately 25 strategic and large accounts) and own the delivery of Strata’s world class customer experience. A Senior Customer Success Manager’s responsibilities include:

• Account Strategy & Planning
  • Identify strategic business opportunities and outline a tactical plan to deliver results
  • Collaborate with a team of CSMs to develop account plans
  • Collaborate with multiple internal stakeholders to develop an optimization plan
  • Develop, communicate and manage a customer ‘Road Map’
• Business Development
  • Collaborate with Strata’s Business Development Directors to identify leads
  • Assist with clearing obstacles as part of the sales process
• Customer Experience
  • Monitor account health metrics and proactively drive experience improvements
  • Serve as an escalation point to quarterback complex issues or situations
  • Collaborate with Strata’s support and consulting teams
• Engagement
  • Communicate and drive participation in Strata hosted industry events
  • Communicate and engage in Strata programs and processes including satisfaction surveys, webinars, user groups and other activities
• Operations
  • Collaborate with other Customer Success team members on continually developing the Strata Customer Success programs and processes.
• Product & Utilization
  • Accountability for monitoring and guiding improvements in product/service utilization
  • Facilitate current state analysis through best-in-class scorecards
  • Measure and drive improvement in System Adoption & Democratization

What we’re looking for:

• 5+ years of experience in project/account management roles
• 10+ years of experience in healthcare (provider, payor, healthcare IT)
• Strong communication and conflict resolution skills. Including experience developing content and presenting to executive level stakeholders
• Ability to lead & motivate cross-functional teams to solve complex problems
• Passion for data, analytics and technology
• Experience working with Software as a Service (Saas) solutions and data visualization tools
• Technology experience within Salesforce, Microsoft Excel/PPT/Word preferred

How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. For a candidate who is a solid match for the skill set needed to be successful, we will support a fully remote work environment anywhere in the U.S. All team members, including those local to a campus have the flexibility to work from home.

Thinking about applying?
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].

Here @ Strata…
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.

We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.

Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.

• Connect with positive intent.
• Be helpful.
• Own it.
• Get better every day.
• Stay humble.

Strata is committed to fair and equitable compensation practices. Full-time roles are eligible for an annual bonus based on both individual and company performance. Find out more about Strata benefits here.