Job Description:
Phreesia is looking for a Sr. Analyst, Client Success to join our team!
You will be responsible for helping to improve client utilization, retention, and overall client satisfaction. Our mission is to create a better more engaging healthcare experience by helping healthcare providers better understand their patients. Client Success analysts work alongside our experienced team of Senior Client Success Associates, Client Success Managers, Team Leads, and Client Success Directors to fully engage our clients at all levels and execute specific initiatives designed to maximize business value for our clients.
We are looking for someone who is a strong problem solver, excellent communicator, exceptional critical thinker, comfortable in a fast-paced environment, and has experience in client success or account management. This position will provide you with a strong foundation of skills and capabilities to grow your career in our client success organization.
What You'll Do:
- Manage client satisfaction through exceptional service resulting in client retention and expansion
- Drive adoption of specific products and features within the product, ensuring
- maximum business benefits for the client
- Grow revenue by identifying clients that have the opportunity for add on/upsell
- products, demonstrate those products, then implement them
- Master the technical product functionality to provide consulting on workflow and develop client solutions
- Partner with client decision-makers and key business leaders to present Business Reviews.
- Proactively address client risks based on product usage trends and key performance indicators
- Collaborate with different teams, including Market Development, Support, Product Management, Client Services and Sales to address customer issues
- Be a client advocate while capturing client feedback and reporting and prioritizing requests to our Product Management team
- Utilize and optimize best practice to ensure quality, effectiveness, and efficiency of our processes
What You'll Bring:
- Bachelor’s degree required
- 5+ years’ experience in client success and/or account management
- IT Services and Support or Healthcare Technology experience preferred
- Experience generating opportunities and/or upselling to book of business preferred
- Confident, high energy, self-motivated and a true team player
- Excellent multitasking and project management skills demonstrated in a fastpaced and dynamic environment
- Ability to work with customers to understand their needs and develop custom solutions
- Superior leadership, influence, communication, interpersonal, presentation,
- meeting facilitation, and telephone skills
- Skilled at anticipating and solving problems
Shift expectations. In order to better collaborate with the North American team and provide a superior customer experience to our US-based clients, all India-based employees work night shift schedules.
All new employees start on the 5:30pm IST to 2:30am IST (during daylight savings time) / 6:30pm IST to 3:30am IST shift (during standard time) for a minimum of six months.
We have a second night shift from 3:30pm IST to 12:30am IST (during daylight savings time) / 4:30pm IST to 1:30am IST (during standard time).
Important: requests to move to the second night shift (see above for times) will be considered only after an employee has been in the 5:30pm IST to 2:30am IST (during daylight savings time) / 6:30pm IST to 3:30am IST shift for at least six months and are based on current business needs.
Please note, being fully available during working hours is a non-negotiable expectation for all employees.
Who We Are:
At Phreesia, we’re looking for smart and passionate people to help drive our mission of making care easier every day. We’re committed to helping healthcare organizations succeed in an ever-evolving landscape by transforming the way healthcare is delivered. Our SaaS platform digitizes appointment check-in and offers tools to engage patients, improve efficiency, optimize staffing, and enhance clinical care.
Phreesia cares about our employees by providing a diverse and dynamic work environment. We’re a seven-time winner of Modern Healthcare Magazine’s Best Places to Work in Healthcare award and we’ve been recognized on the Bloomberg Gender Equality Index for the past three years. We are dedicated to continuously improving our employee experience by launching new programs and initiatives. If you thrive in a culture of recognition, value inclusivity, professional development, and growth opportunities, Phreesia could be a great fit!
India
