What are the responsibilities and job description for the Customer Success Manager - HCIT (EHR/EMR) position at eVisit?
Company Background
- 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
- HIPAA compliant telemedicine software was built for providers, by 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
- eVisit is the fastest growing telemedicine software platform. The company is comprised of a unique team of talented individuals whose experiences are driven from backgrounds in healthcare and software development fields
- As a member of the Customer Success Organization, the Customer Success Manager will be responsible for managing the customer's lifecycle journey, positioning him/herself as a partner and trusted advisor to the customer.
- The CSM is the primary point of contact to the customer and is responsible for helping a customer connect their vision to tangible outcomes
- You are passionate about technology and its potential to positively impact everyone's access to higher quality, more convenient healthcare
- You thrive in a highly-collaborative environment and are motivated by working with other high-performers
- You find creative ways to engage with customers, build relationships, and influence the organizational process
- You're dedicated to professional development and personal growth
- You've built relationships that you can leverage to grow the account and the company together
- 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 practice, 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 by utilizing 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
- Bachelor's degree or equivalent practical experience required, MBA preferred
- 3 years of experience as a Customer Success Manager, Account Manager, Business Development Manager, or Similar
- Experience managing renewal conversations and renewing existing agreements within a Saas application lifecycle
- Experience in business strategy consultation; advising and driving strategy at the Executive level of growth-focused organizations
- Strong financial acumen and business sense
- Strong problem solving and analytical skills; ability to evolve business and product strategy based on research, data, and industry
- You learn technology quickly and navigate it with ease
- Ability to travel 10% of time in US
- Competitive salary
- Great benefits package including medical, dental, vision, HSA & FSA plans
- 401(k)
- Generous PTO plan, plus 12 paid national holidays
- Fun, collaborative environment where the company is working to define the future of telemedicine
- Excellent opportunity for professional growth
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